Create and manage agents

Open Agents to review the assistants available to your business. An agent combines a role, instructions, voice and permitted abilities.

1. Open an existing agent or create one using the available control.
2. Give it a name that your team understands and choose an appropriate role.
3. Review its instructions, playbook and setup questions.
4. Enable only the abilities it needs and save.
5. Open Practice → Check an agent and select it.
6. Test a normal request and a situation it should pass to another agent or a person.

Use separate agents when they need meaningfully different responsibilities, such as sales and support. You do not need a new agent for every FAQ.

If a conversation reaches the wrong agent, inspect the selected agent in that chat, the agents' roles and routing-related setup. Tool access also depends on connected apps and business permissions; an instruction cannot create a missing connection.

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