Agents

Build an agent in plain words, give it skills, knowledge and tools, test it, then make a version Live.

An agent is a named assistant that talks to your customers or does work for your team. You shape it in plain words; there is no code to write.

Every agent has a draft and saved versions. Several people can edit the draft within their roles. Customers only ever meet the version you made Live.

What an agent can do comes from the parts you give it: instructions, skills, knowledge, tools, memory, voice and channels. Each has its own page inside the agent.

Falcon's Agents page: a company's agents grouped by what they do, each marked Draft, Live or Waiting for approval. — The Agents page groups a company's agents by what they do.

In this guide

The Agents page In pilot
Start a new agent In pilot
Instructions In pilot
Skills In pilot
Knowledge In pilot
Tools In pilot
Your own endpoints and MCP servers as tools In pilot
Messaging tools In pilot
Memory In pilot
Variables In pilot
Choose the model In pilot
Voice In pilot
Channels In pilot
Ask an admin In pilot
Who an agent's messages come from In pilot
Test an agent In pilot
Make a version Live In pilot
Versions In pilot
Access and collaborators In pilot
Built on this In pilot
Activity In pilot
Pause, copy, hand over or archive In pilot
Session rules Coming next
Script tools Coming next
Rate replies and improve them Coming next
Push notifications Coming next
Who can do what

The Agents page

In pilot

See every agent you can open, grouped by category, with whether each is a draft, Live or waiting for approval.

What you can do

Search and filter agents
See the company's agents and your own side by side
Start a new agent from a category

In Falcon: Agents

In the API: listAgents, getAgent, getAgentOverview

Start a new agent

In pilot

Start from a blank agent or a starter for a common job, then change anything you like.

What you can do

Pick a starter or start blank
Name the agent and choose its category and icon
Base it on another agent so it inherits that agent's setup

In Falcon: New agent

In the API: createAgent, createAgentFromTemplate, listAgentBases

Instructions

In pilot

Tell the agent who it is, what it is for and how to behave, in plain words, with a preview of what it will be told.

What you can do

Write and edit the agent's instructions
Preview the instructions the agent receives
Set how it should write on each channel, such as shorter on texts

In Falcon: Instructions · How it sounds on each channel

In the API: getAgentInstructions, updateAgentInstructions, getAgentChannelStyles, updateAgentChannelStyles

Skills

In pilot

A skill is a reusable piece of know-how, with a note on when to use it. Write one once and share it across agents.

What you can do

Write a company skill and publish it
Add skills to an agent
Say when the agent should use each skill

In Falcon: Skills · Skill

In the API: listCompanySkills, createCompanySkill, updateCompanySkill, publishCompanySkill, getAgentSkills, updateAgentSkills

Knowledge

In pilot

Give agents your help articles, policies and documents to answer from. Falcon keeps its copy up to date.

What you can do

Upload files, or point at a website, Google Drive, SharePoint, GitHub or Amazon S3
Choose which knowledge bases each agent searches
Try a search to see what the agent would find

In Falcon: Knowledge · New knowledge base · Knowledge base · Knowledge searches

In the API: listKnowledgeBase, createKnowledgeBase, createKnowledgeSource, startKnowledgeSync, testKnowledgeSearch, getAgentKnowledgeSearches, updateAgentKnowledgeSearches

Tools

In pilot

Tools let an agent do things, such as look something up, save a file or send a message. You choose which tools each agent may use.

What you can do

Add built-in tools to an agent
Set a tool's defaults once for the company
Require a person to approve a tool before it is used

In Falcon: Tools · New tool · Tool

In the API: listToolCatalog, listCompanyTool, getAgentTools, updateAgentTools, updateAgentToolSettings, approveAgentTool

Your own endpoints and MCP servers as tools

In pilot

Turn your own web endpoint or a remote MCP server into a tool your agents can call.

What you can do

Describe an endpoint and test it
Connect a remote MCP server and pick its tools
Sign requests so your endpoint can trust them

In Falcon: New tool · Tool · Tool sign-in

In the API: createCompanyTool, testCompanyTool, createRemoteMcpConnection, selectConnectorTools, putToolWebhookSigning

Messaging tools

In pilot

Tools for sending texts, WhatsApp, Slack, Telegram and email, with company rules for each.

What you can do

Set who an email comes from and where replies go
Choose what happens when a reply could be for more than one conversation
Keep every message answerable, so replies find the right agent

In Falcon: Messaging

In the API: getTextMessagingSettings, putTextMessagingSettings, getEmailMessagingSettings, putEmailMessagingSettings, getSlackMessagingSettings, getWhatsappMessagingSettings, getTelegramMessagingSettings

Memory

In pilot

Choose what an agent remembers about the people it talks to, and send what it learns to your own systems.

What you can do

Choose the kinds of memory an agent keeps
Send new memories to your own endpoint

In Falcon: Memory · Memory type

In the API: getAgentMemory, updateAgentMemory, listMemoryDeliveries, createMemoryWebhook

Variables

In pilot

Give an agent named values, such as an opening time or a booking link, that its instructions can use.

What you can do

Add, change and remove an agent's variables

In Falcon: Variables

In the API: getAgentVariables, updateAgentVariables

Choose the model

In pilot

Pick which AI model an agent uses from the models your company allows.

What you can do

Choose the model for each agent
See the models the company has approved

In Falcon: Settings

In the API: listModelChoices, getAgentSettings, updateAgentSettings

Voice

In pilot

Choose whether an agent is off on calls, only listens and takes notes, or listens and talks.

What you can do

Set the voice mode: off, listen only, or listen and talk
Offer a choice of voices, and let each person pick the one they hear

In Falcon: Voice

In the API: getAgentVoiceSettings, putAgentVoiceSettings

Channels

In pilot

Choose where people can reach an agent: a chat widget on your website, a link, texts and RCS, WhatsApp, Slack, Telegram or email.

What you can do

Switch each channel on or off
Style the website chat widget to match your brand
Share a public link to talk to the agent

In Falcon: Channels · Channel

In the API: getAgentChannels, putAgentChannels, getAgentPublicEntry, putAgentPublicEntry, getAgentWidgetSkin, putAgentWidgetSkin

Ask an admin

In pilot

When an agent is unsure, it asks a person instead of guessing, and tells them only what they need to answer.

What you can do

Choose who the agent asks
See exactly what the admin is told

In Falcon: Escalation

In the API: getAgendaSettings, putAgendaSettings, agenda_list, agenda_update

Who an agent's messages come from

In pilot

Choose the identity an agent speaks as by default, such as a person on your team or one of your places.

What you can do

Pick the agent's default identity
See how the identity's details appear in messages

In Falcon: Identity

Test an agent

In pilot

Talk to the draft before anyone else does, look inside each reply, and save good conversations as test cases.

What you can do

Chat with the draft
Inspect the steps behind a reply
Save a conversation as a test case and run it again later

In Falcon: Test

In the API: createAgentTestRun, inspectAgentTestRun, saveAgentTestCase, listAgentTestCases, listAgentTestRuns, getAgentTestChoices

Make a version Live

In pilot

Nothing reaches customers until someone with permission makes a version Live. Falcon checks the agent is ready first.

What you can do

See what is missing before publishing
Make a version Live, or send it for approval

In Falcon: Publish

In the API: getAgentPublish, publishAgent

Versions

In pilot

Every published version is kept, so you can see what changed between two of them.

What you can do

List an agent's versions
Compare two versions side by side

In Falcon: Publish

In the API: listAgentVersions, compareAgentVersions

Access and collaborators

In pilot

Decide who can see, edit or publish each agent, and invite collaborators to one agent only.

What you can do

Share an agent with people or roles
Invite a collaborator to one agent
See who can do what, and why

In Falcon: Access

In the API: getAgentAccess, updateAgentAccess, getEffectiveAgentAccess, inviteAgentCollaborator, requestAgentInvitation, leaveSharedAgent

Built on this

In pilot

Let other agents build on this one, so a change here reaches them too, and see what a change would affect.

What you can do

Allow or stop other agents building on this one
See which agents would be affected by a change

In Falcon: Built on this

In the API: getAgentBuiltOn, updateAgentBuiltOn, getBuiltOnImpact, getAgentInheritance

Activity

In pilot

See what an agent has been doing. The words of a conversation stay hidden until someone with permission chooses to show them.

What you can do

Browse recent conversations and runs
Show a conversation's words, which is recorded
Replay the steps an agent took

In Falcon: Activity

In the API: revealConversationWords, replayConversationSteps

Pause, copy, hand over or archive

In pilot

Pause an agent, copy it, hand it to someone else, archive it or take its content with you.

What you can do

Pause and restart an agent
Duplicate an agent
Transfer an agent to another person
Archive, restore or delete an agent
Export an agent's content

In Falcon: Settings

In the API: pauseAgent, duplicateAgent, transferAgent, archiveAgent, restoreAgent, deleteAgent, exportAgentContent

Session rules

Coming next

Rules for how long a conversation lasts and when a new one begins.

What you can do

Set when a conversation ends
Decide what the agent carries into the next one

Script tools

Coming next

Write a short script as a tool, with its own settings and secrets, and let agents call it.

What you can do

Write and test a script tool
Keep company variables and secrets for tools in one place

Rate replies and improve them

Coming next

Mark a reply good or bad and ask Falcon to suggest a change to the instructions.

What you can do

Rate a reply
Get a suggested improvement to review

Push notifications

Coming next

Reach people through notifications on their phone, as another channel.

What you can do

Send a notification that opens the conversation

Who can do what

Who may do each thing in this guide, and what an AI assistant connected as that person may do with it. Roles are set in Company settings › Roles.

What	Who may	An assistant
Lists the agents you can see, with the ones you can open and the ones you can only see the name of	Anyone who can see it	Reads · needs “look”
Read an agent	Anyone who can see it	Reads · needs “look”
Read an agent overview	Anyone who can see it	Reads · needs “look”
Creates a new agent	People who can edit it	Changes · needs “change settings” · waits for your approval
Create agent from template	People who can edit it	Changes · needs “change settings” · waits for your approval
Lists the agents a new agent can be built on	Anyone who can see it	Reads · needs “look”
Read agent instructions	Anyone who can see it	Reads · needs “look”
Changes an agent's instructions	People who can edit it	Changes · needs “change settings” · waits for your approval
Read agent writing styles by channel	Anyone who can see it	Reads · needs “look”
Changes how an agent writes on each channel	People who can edit it	Changes · needs “change settings” · waits for your approval
Lists the company's skills	Anyone who can see it	Reads · needs “look”
Creates a company skill	People who manage skills	Changes · needs “change settings” · waits for your approval
Changes a company skill's draft	People who manage skills	Changes · needs “change settings” · waits for your approval
Publishes a skill's draft as a new version	People who can publish it	Reaches outside · needs “change settings” · waits for your approval
Read skills bound to an agent	Anyone who can see it	Reads · needs “look”
Changes the skills an agent uses and when it uses them	People who manage skills	Changes · needs “change settings” · waits for your approval
List knowledge bases	Anyone who can see it	Reads · needs “look”
Creates a knowledge base	People who can edit it	Changes · needs “change settings” · waits for your approval
Adds a source to a knowledge base	People who can edit it	Changes · needs “change settings” · waits for your approval
Starts syncing a knowledge base from its sources	People who can edit it	Reaches outside · needs “run and test” · waits for your approval
Test knowledge search	People who can edit it	Reaches outside · needs “run and test” · waits for your approval
Read agent knowledge searches	Anyone who can see it	Reads · needs “look”
Update agent knowledge searches	People who can edit it	Changes · needs “change settings” · waits for your approval
Lists the tools and knowledge searches you can add to an agent	Anyone who can see it	Reads · needs “look”
List company tools	Anyone who can see it	Reads · needs “look”
Read tools assigned to an agent	Anyone who can see it	Reads · needs “look”
Changes which tools and knowledge searches an agent has	People who manage tools	Changes · needs “change settings” · waits for your approval
Update agent tool settings	People who can edit it	Changes · needs “change settings” · waits for your approval
Approves or rejects a tool that is waiting for review on an agent	People who can approve it	Changes · needs “change settings” · waits for your approval
Defines a new company tool	People who manage tools	Changes · needs “change settings” · waits for your approval
Runs a test call of a company tool. Repeat the same call with the same idempotency key to read its result	People who manage tools	Reaches outside · needs “run and test” · waits for your approval
Adds a connection to another MCP server	People who manage tools	Changes · needs “change settings” · waits for your approval
Select connector tools	People who manage tools	Changes · needs “change settings” · waits for your approval
Put tool webhook signing	People who manage tools	Changes · needs “change settings” · waits for your approval
Read text shared-sender reply settings	Anyone who can see it	Reads · needs “look”
Set text shared-sender reply settings	People who manage tools	Changes · needs “change settings”
Read email shared-sender reply settings	Anyone who can see it	Reads · needs “look”
Set email shared-sender reply settings	People who manage tools	Changes · needs “change settings”
Read Slack shared-sender reply settings	Anyone who can see it	Reads · needs “look”
Read WhatsApp shared-sender reply settings	Anyone who can see it	Reads · needs “look”
Read Telegram shared-sender reply settings	Anyone who can see it	Reads · needs “look”
Read agent memory settings	Anyone who can see it	Reads · needs “look”
Changes what an agent remembers and how	People who can edit it	Changes · needs “change settings” · waits for your approval
List memory deliveries	Anyone who can see it	Reads · needs “look”
Create memory webhook	People who can edit it	Reaches outside · needs “change settings” · waits for your approval
Read agent variable definitions	Anyone who can see it	Reads · needs “look”
Changes an agent's variables	People who can edit it	Changes · needs “change settings” · waits for your approval
Lists the models you can choose for an agent	Anyone who can see it	Reads · needs “look”
Read agent settings	Anyone who can see it	Reads · needs “look”
Changes an agent's settings, voice and model	People who can edit it	Changes · needs “change settings” · waits for your approval
Read agent voice settings	Anyone who can see it	Reads · needs “look”
Put agent voice settings	People who can edit it	Changes · needs “change settings” · waits for your approval
Read agent email and phone channels	Anyone who can see it	Reads · needs “look”
Put agent channels	People who can edit it	Changes · needs “change settings” · waits for your approval
Read agent public entry settings	Anyone who can see it	Reads · needs “look”
Put agent public entry	People who can edit it	Changes · needs “change settings” · waits for your approval
Read an agent's chat window skin	Anyone who can see it	Reads · needs “look”
Change an agent's chat window skin	People who can edit it	Changes · needs “change settings” · waits for your approval
Read agenda tool settings	Anyone who can see it	Reads · needs “look”
Changes the company's settings for the agenda tool	People who manage tools	Changes · needs “change settings” · waits for your approval
Agenda list	People who manage tools	Reads · needs “look”
Agenda update	People who manage tools	Changes · needs “change settings” · waits for your approval
Create agent test run	People who can edit it	Reaches outside · needs “run and test” · waits for your approval
Inspect agent test run	Anyone who can see it	Reads · needs “look”
Save agent test case	People who can edit it	Changes · needs “change settings” · waits for your approval
List agent test cases	Anyone who can see it	Reads · needs “look”
List agent test runs	Anyone who can see it	Reads · needs “look”
Read agent test choices	Anyone who can see it	Reads · needs “look”
Read agent publication readiness	Anyone who can see it	Reads · needs “look”
Publishes the agent's current draft as a new version	People who can publish it	Reaches outside · needs “change settings” · waits for your approval
List saved agent versions	Anyone who can see it	Reads · needs “look”
Compares two versions of an agent and shows what changed	Anyone who can see it	Reads · needs “look”
Read agent sharing settings	Anyone who can see it	Reads · needs “look”
Changes who can see and edit an agent	People who can edit it	Changes · needs “change settings” · waits for your approval
Read a person's effective agent access	Anyone who can see it	Reads · needs “look”
Invites a person to work on an agent	People who can edit it	Reaches outside · needs “change settings” · waits for your approval
Asks for access to an agent you can see but not open	People who can edit it	Reaches outside · needs “change settings” · waits for your approval
Removes your own access to an agent someone shared with you	People who can edit it	Cannot be undone · needs “change settings” · waits for your approval
Read an agent base selection	Anyone who can see it	Reads · needs “look”
Changes which agent this agent is built on	People who can edit it	Changes · needs “change settings” · waits for your approval
Read the impact of an agent base	Anyone who can see it	Reads · needs “look”
Read agent instruction inheritance	Anyone who can see it	Reads · needs “look”
Reveal conversation words	People who can reveal secrets	Changes · needs “change settings” · waits for your approval
Replay conversation steps	People who can edit it	Reaches outside · needs “run and test” · waits for your approval
Pause agent	People who can edit it	Changes · needs “change settings” · waits for your approval
Duplicate agent	People who can edit it	Changes · needs “change settings” · waits for your approval
Transfer agent	People who can edit it	Changes · needs “change settings” · waits for your approval
Archive agent	People who can edit it	Changes · needs “change settings” · waits for your approval
Restore agent	People who can edit it	Changes · needs “change settings” · waits for your approval
Delete an agent	People who can delete it	Cannot be undone · needs “change settings” · waits for your approval
Export agent content	People who can edit it	Changes · needs “change settings” · waits for your approval

Next: Identities