What it is
An agent is a role in a department, such as the Customer Support Specialist or the AR Specialist. A duty is one job that agent does, such as "Triages support tickets" or "Chases overdue invoices". One agent can hold several duties.
Where to find it
Office › Agents in the sidebar. The page lists one card per agent, grouped by department.
Read an agent's card
- Open Office › Agents.
- Find the agent under its department. The line under its name says the department and whether it leads the department, is a manager or a team member.
- Read the middle of the card. It shows the one thing to do next: drafts waiting with a Review button, a missing tool with Connect, or a failed run with See why. With nothing to do it shows the last thing the agent did.
- Click the agent's name to open its page.
- Use the three dots for Run now, Pause or Resume, and Open the role.
What the labels mean
| Label | Meaning |
|---|---|
| 1 of 2 duties on | How many of the agent's added duties are switched on. |
| Draft / Live | Draft: nothing goes out without a person. Live: the agent may send routine work on its own, within its level and rules. |
| Shadow | Does the work and writes what it would send. Nothing goes out. |
| Asks first | Everything it would send waits in your Inbox for a yes. |
| Routine on its own | Sends routine replies, posts and issues itself. E-mails to customers, and anything unsure, sensitive or over a limit, ask first. |
| Full autonomy | Sends everything inside its rules. Hand-offs still go to a person. |
| Idle | Between runs. It starts on its next schedule. |
Good to know
- You only see the agents of departments you can read.
- Under the cards, Passing work along lists hand-offs between agents and where each stands.
- The Hire button shows only to people who may hire. See "Hire a duty, pause it or switch it on".
- A duty that is not hired costs nothing and does nothing.