> Index of every Falcon docs page, for assistants: https://falcon.com/docs/llms.txt # 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. ## Features ### The Agents page See every agent you can open, grouped by category, with whether each is a draft, Live or waiting for approval. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Start from a blank agent or a starter for a common job, then change anything you like. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 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. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 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. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Give agents your help articles, policies and documents to answer from. Falcon keeps its copy up to date. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 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. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Turn your own web endpoint or a remote MCP server into a tool your agents can call. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Tools for sending texts, WhatsApp, Slack, Telegram and email, with company rules for each. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Choose what an agent remembers about the people it talks to, and send what it learns to your own systems. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Give an agent named values, such as an opening time or a booking link, that its instructions can use. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. What you can do: - Add, change and remove an agent's variables In Falcon: Variables In the API: `getAgentVariables`, `updateAgentVariables` ### Choose the model Pick which AI model an agent uses from the models your company allows. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Choose whether an agent is off on calls, only listens and takes notes, or listens and talks. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Choose where people can reach an agent: a chat widget on your website, a link, texts and RCS, WhatsApp, Slack, Telegram or email. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 When an agent is unsure, it asks a person instead of guessing, and tells them only what they need to answer. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Choose the identity an agent speaks as by default, such as a person on your team or one of your places. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Talk to the draft before anyone else does, look inside each reply, and save good conversations as test cases. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Nothing reaches customers until someone with permission makes a version Live. Falcon checks the agent is ready first. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Every published version is kept, so you can see what changed between two of them. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Decide who can see, edit or publish each agent, and invite collaborators to one agent only. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Let other agents build on this one, so a change here reaches them too, and see what a change would affect. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 See what an agent has been doing. The words of a conversation stay hidden until someone with permission chooses to show them. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Pause an agent, copy it, hand it to someone else, archive it or take its content with you. > In pilot: Built, but not yet on for everyone: it is being tried out with pilot companies, waiting on a provider, or still to be released. 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 Rules for how long a conversation lasts and when a new one begins. > Coming next: Designed and planned, not built yet. What you can do: - Set when a conversation ends - Decide what the agent carries into the next one ### Script tools Write a short script as a tool, with its own settings and secrets, and let agents call it. > Coming next: Designed and planned, not built yet. 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 Mark a reply good or bad and ask Falcon to suggest a change to the instructions. > Coming next: Designed and planned, not built yet. What you can do: - Rate a reply - Get a suggested improvement to review ### Push notifications Reach people through notifications on their phone, as another channel. > Coming next: Designed and planned, not built yet. 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 | ## Related - Next: [Identities](https://falcon.com/docs/identities.md) - [Glossary](https://falcon.com/docs/glossary.md)