Instructions and model
Set the agent’s instructions, available model, memory settings and handoff behavior. Provider connections must be configured for the selected model.
AI agents
Answers connected to your knowledge and tools.
Configure what an agent knows, how it responds and which actions it may take. Keep human handoff available for requests your team needs to handle.
Configure the agent
Knowledge
Link project knowledge bases containing your documents and URLs. Agents can retrieve relevant content when answering customer questions.
Permitted tools
Select tools available to the agent. Execution also depends on project scope, customer identity, permissions and tool confirmation requirements.
Routing and access
Configure entry triggers and eligible customer groups. Review the configuration and use the playground to explore its behavior.
An illustrative support request
An example workflow, not a measured result or a built-in commerce connector.
Answer a policy question
A customer asks about your returns policy. The agent searches the knowledge you supplied and explains the relevant steps.
Hand off an exception
If the request needs a teammate, the agent can create a permitted ticket or request human handoff with conversation context. Order lookup or refund tools require a separately configured connection and appropriate authority.
Compare current capabilities with your requirements. Planned channels and integrations are listed separately on the roadmap.