Agents

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 Studio: Agents

In the API: listAgents, getAgent, getAgentOverview

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 Studio: New agent

In the API: createAgent, createAgentFromTemplate, listAgentBases

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 Studio: Instructions · How it sounds on each channel

In the API: getAgentInstructions, updateAgentInstructions, getAgentChannelStyles, updateAgentChannelStyles

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 Studio: Skills · Skill

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

Give agents your help articles, policies and documents to answer from. Studio 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 Studio: Knowledge · New knowledge base · Knowledge base · Knowledge searches

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

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 Studio: Tools · New tool · Tool

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

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 Studio: New tool · Tool · Tool sign-in

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

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 Studio: Messaging

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

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 Studio: Memory · Memory type

In the API: getAgentMemory, updateAgentMemory, listMemoryDeliveries, createMemoryWebhook

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 Studio: Variables

In the API: getAgentVariables, updateAgentVariables

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 Studio: Settings

In the API: listModelChoices, getAgentSettings, updateAgentSettings

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 Studio: Voice

In the API: getAgentVoiceSettings, putAgentVoiceSettings

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 Studio: Channels · Channel

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

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 Studio: Escalation

In the API: getAgendaSettings, putAgendaSettings, agenda_list, agenda_update

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 Studio: Identity

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 Studio: Test

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

Nothing reaches customers until someone with permission makes a version Live. Studio 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 Studio: Publish

In the API: getAgentPublish, publishAgent

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 Studio: Publish

In the API: listAgentVersions, compareAgentVersions

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 Studio: Access

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

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 Studio: Built on this

In the API: getAgentBuiltOn, updateAgentBuiltOn, getBuiltOnImpact, getAgentInheritance

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 Studio: Activity

In the API: revealConversationWords, replayConversationSteps

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 Studio: Settings

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

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

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

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

What you can do

• Rate a reply
• Get a suggested improvement to review

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

What you can do

• Send a notification that opens the conversation