Service & operations agents
Create reusable agents with defined responsibilities, relevant workspace information and clear permissions. Use Service Agents for direct conversations and Operations Agents for repeatable operational tasks. ## Validate your agent before it goes live Before publishing a Service Chat agent, run an evaluation suite of up to 20 representative customer questions drawn from your configured list. The suite works in resilient batches and saves each answer as it goes, so a network interruption or timeout does not lose progress — you can continue or retry from where it stopped. Results show clearly whether a relevant source was found in your approved knowledge base (source coverage) and what the agent replied. Source coverage tells you your knowledge base is being reached; confirming that the answer is correct remains a human judgement. Results are tied to the saved draft revision: editing and saving the draft marks previous results as belonging to an older version, and a fresh evaluation is required before the agent can be marked launch-ready. Partial or failed runs never satisfy the launch-readiness check — all questions must complete successfully. Both the agent editor and Activity history use a consistent results view, with individual answers and source links expandable per question. *Example:* A support team setting up a chat agent to handle subscription queries adds 15 evaluation questions drawn from common tickets. They run the suite, identify three gaps in knowledge coverage, publish new content to address them, and re-run to confirm full coverage before going live. ## Operations task recipes Operations Agents use three ready-made task types to carry out structured work: - **Content writer** — researches and drafts copy into defined record fields - **Record triage** — classifies and routes records against a brief - **Record researcher** — gathers and organises information into existing records For each task, configure the job (target fields and purpose), the sources the agent may consult, and the read, create and update permissions it holds. Run a preview to walk through the full research and review path without writing anything — then run it live when you are happy with the approach. ## Human approval at every step Every Operations proposal is held for review before it is applied. The review panel shows the proposed changes, grouped sources and a summary, with a single action to approve or dismiss. Approved changes are applied atomically; dismissed proposals leave records unchanged. Shape each specialist around the work it needs to perform. Set boundaries for its role so your team can introduce agents into specific processes and expand their use as those processes develop.