The three kinds of agent
All three are built from the same pieces, described below. See Agents for setup.
The pieces you set up
Each piece has one job. Keeping facts in Knowledge, processes in Skills and tone in Persona means you always know where to look when you want to change something. See What goes where if you are unsure.
What happens when a message arrives
1
The agent picks it up
A chat agent picks up a new message in its inbox. A voice agent picks up a call on its number. An internal agent starts when its trigger fires.
2
It looks up the relevant facts
The agent pulls in the Knowledge Base pages that relate to what is being asked. If the conversation is linked to a reservation, it uses the knowledge for that listing and its groups as well as anything that applies workspace wide.
3
It checks whether a Skill applies
If the situation matches one of the agent’s Skills, such as a late checkout request, the agent follows the steps in that Skill.
4
It uses a tool if it needs to
If the Skill calls for an action or live information, the agent uses one of the tools it has been given, for example checking availability or creating a task.
5
It checks the reply
The draft is checked against the Guardrails and written in the voice set by the Persona.
6
It sends, drafts, or escalates
On autopilot the reply is sent. On copilot it waits as a draft for your team to approve. If an escalation rule applies, or the agent is missing information, the conversation goes to a person instead.
How you stay in control
You can open any AI reply in the Inbox to see which Knowledge pages it used, which Skill it followed and which tools it called. If the answer was wrong, you can fix the source directly from there so the agent does better next time. Changes to an agent are staged and only go live when you publish them, and you can try them in the Sandbox first. Most teams start on copilot, where a person approves every reply, and move to autopilot one topic at a time. See Road to Autopilot.Around the agents
Workflows run automations that do not need judgment, such as sending check-in instructions the day before arrival. See Workflows. Operator is an assistant for your team. It helps you build agents, write Skills, find gaps in your Knowledge Base and pull reports. See Operator. Insights show your automation rate, why conversations escalate, and the conversations behind every number. See AI Automation Dashboard.Agents
Create chat, voice and internal agents.
Knowledge Base
Manage the facts your agents look up.
Skills
Write the processes your agents follow.
Tools
Control what actions your agents can take.