Agents

An agent is a digital employee with one job. You write its brief, choose what it's allowed to look up and do, and choose where it works. It then handles that work on its own, asks before anything consequential and leaves a record of every step. This page explains how agents are put together. For a click-by-click first setup, see Getting started.

Every agent has a Role, and the role decides who it works with:

• Customer Agent (shown as Customer-facing in the list): answers your customers on web chat, text, WhatsApp, email, phone, checkout and other customer channels.
• Operator Agent (shown as Team-facing): works with your team in Admin chat, Slack, Telegram and Finn on reports, research and back-office jobs.

Some capabilities are built for one role only. When you change the role, capabilities the new role can't use are dropped from the agent.

Go to Deploy > Agents. Each row shows the agent's name, role, how many capabilities it has, the channels it answers and its status. Click Create Agent for a new one, or Configure to change one. From Overview, the Customize icon next to an agent's name opens the same page.

• Identity: the Internal name (only your team sees it), an optional Customer-facing name and avatar, the Role and the Status.
• Instructions: the brief. Required before the agent can be activated.
• Capabilities: what the agent can look up or do. Tick a group to select all of it, or open it to pick single capabilities.
• Channels and replies: the channels it answers, and for each one a reply style in plain words and a maximum reply length.
• Models: Default model is Chargezen Managed. Under Model overrides and plan revisions you can pick a different model for a single stage of the work (classifying messages, planning work, checking results, writing replies) and set Automatic plan revisions, how many times the agent may rework a plan that didn't succeed.
• Voice calls, Admin voice and Website voice: greetings, language and timing for agents that talk on the phone, take your team's calls from Admin chat, or speak with shoppers in website chat.

Instructions are standing orders the agent reads on every request. Write them the way you'd brief a capable new hire on day one: the job, what good looks like, what to avoid, and when to bring in a person.

Keep methods for specific jobs, like a month-end report or a warranty claim, in a playbook instead. A playbook's instructions win where they conflict with the agent's, and the agent opens a playbook only when it fits the request.

An agent can only use the capabilities you tick. If you don't want an agent to ever cancel subscriptions, leave that capability off and it can't. The capabilities it does have that change something, such as cancelling, refunding points or uploading a file, always ask first; see Approvals.

For returns, a Customer Agent can open the return for the customer; a teammate approves the refund.

• A channel is answered by one agent at a time. Channels already taken by another agent show "· Assigned".
• An agent can answer several channels, with a different reply style and length on each. For example, short replies on SMS and fuller ones on email.
• A channel with no agent shows Needs agent in Deploy > Channels and isn't answered.
• If the list is empty, create a channel first in Deploy > Channels.

• Draft: new agents start here. A draft doesn't take work.
• Active: takes new work on its channels. The Finish this configuration box lists anything missing, such as instructions or at least one capability.
• Disabled: stops taking new work, and keeps its setup so you can turn it back on.
• Archived: retired. Archived agents drop out of lists such as a playbook's Agents.

Most workspaces end up with a few agents, each with a narrow job: a Customer Agent for support, another for the phone line, an Operator Agent for reports. In Overview, choose who you're talking to with the agent picker. When you ask an Operator Agent for something that belongs to another agent's job, it can pass the assignment to that agent, and the hand-over shows in your conversation.

The agent isn't answering a channel

Check that the agent is Active, that the channel is ticked under Channels and replies, and that the channel's card in Deploy > Channels says Ready.

I don't see Create Agent or Configure

Changing agents needs permission to manage Concierge conversations. Ask a workspace admin.

A capability I want isn't listed

It may be built for the other role, or need an app or integration your workspace hasn't connected yet.

Can one agent answer customers and my team?

Each agent has one role. Use a Customer Agent for customers and an Operator Agent for your team; both read your workspace's knowledge, and you choose which playbooks each one follows. In customer conversations, agents use only customer-facing memories (see Memory and learning).

Can I give an agent a goal it works on for weeks?

No. Agents work request by request. For recurring work, use a scheduled task.

Guides

• Getting started
• Playbooks
• Approvals
• Scheduled tasks

On the product page

• A team of agents
• Digital employees for your store

Learn more

• What is a digital employee?
• What is an AI agent?