What it is
The agent page is the one place to see what an agent did, decide what it queued and change how it works. The header shows its state, its Mode, a Pause button and Edit agent, which opens the Setup tab.
Where to find it
Office › Agents, then click an agent's name.
The tabs
| Tab | What you do there |
|---|---|
| Overview | Read the last 30 days: work done, the share finished without a person, what waits for your OK, the Work queue, the flow of its work, Recent activity and Agent status (mode, last run, current load, cost). |
| Operations | Work through the queue one item at a time. The number on the tab is what waits. |
| Tests | Try the agent on your old tickets or chat with it as a customer. Shown only for an agent that can be tested this way, today the support agent. |
| Setup | Set the mode, what it may do alone, who owns each topic, the never list, business hours and the budget. |
| Integrations | See the tools it needs in three tiers (Minimum, Optimum, Maximum), whether each is connected, and what the agent may do with it. |
| Activity | Search the full log of the last 30 days and export it as CSV. |
Decide an item on Operations
- Open the Operations tab.
- Filter by status, Channel or Priority, or search.
- Click a row. The item opens beside the list with the customer's message, the agent's draft, its confidence and risk, and the sources it cited.
- Click Approve, Edit draft or Reject. The Context sub-tab shows the customer's account.
What the statuses mean
- Needs your OK: a draft or action waits for a person.
- Held by a safety rule: the reply could not go alone. Why it waits names the rule.
- With a teammate: the agent handed it to a person.
Good to know
- For an agent on a help desk, the top numbers on Overview cover the whole help desk, your team included. Each number says so underneath.
- Cost shows only to people who may see spending.
- On Integrations you can limit a tool to Read only, Draft, a person sends or Read and write. Connecting a tool happens on the Data page.
- Approving on Operations is the same decision as approving in the Inbox.