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Open AI Agents in the app to create and manage your agents. The page is available when AI Agents is enabled for you and your role allows you to manage AI agents. If you cannot see it, check the feature availability and your role with your administrator.

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Create an agent

  1. Select Create agent.
  2. Enter an Agent name that makes its specialty easy to recognize, such as App support or Login troubleshooting. The name cannot be changed later. The name is only displayed internally.
  3. Fill in What problem should this AI agent solve? Describe what customers need help with and the outcome you want. This is required. Include any support boundaries or situations that should go to a human.
  4. Select Create agent. AI generates instructions from your description, then opens the new agent’s setup page.
  5. Review the generated Instructions, adjust them to match your support policy, and select Save instructions if you make changes.
For example, you could describe the problem as:
You do not need to write the full instructions before creating the agent. The generated instructions are a starting point you can edit on the setup page.

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Enable apps

Under Enabled apps, select Add app and choose an app. Repeat for every app the agent should support. Add at least one app before assigning tickets. The agent can only handle tickets for apps you enable. Instructions and skills apply to all apps enabled for the agent. Use separate agents if apps need different support policies. To stop an agent handling an app, use the remove button beside that app and confirm Remove. Removing an app also unassigns that agent’s tickets for the app; arrange human coverage for those tickets.

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Refine instructions and add skills

Refine the generated Instructions with guidance that should apply throughout the conversation: the agent’s specialty, tone, and escalation boundaries. Select Save instructions after editing. Changes apply from the agent’s next turn. Use Skills → Add skill for focused procedures, such as troubleshooting a login error or handling a missing purchase report. Each skill has a title, description, conditions for use, and detailed instructions. See Instructions and Skills for examples.

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Choose assignment visibility

The Hide from assignee menu switch is off by default. Leave the switch off when team members should choose which tickets the agent handles. Turn it on when tickets should reach the agent through controlled automation rules or workflows. This setting controls assignment visibility. It does not disable the agent or remove its existing assignments.

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Try the setup

  1. Confirm the agent is Ready and the test ticket’s app is enabled.
  2. Use a ticket with a customer question covered by your published knowledge base.
  3. Assign it to the agent and review the reply, follow-up behavior, and ticket outcome.
  4. Try a request that should go to a human, such as an account recovery request, and confirm the agent hands it back.
  5. Refine the instructions and skills before expanding assignment to more tickets.
See Assignment strategies to configure ongoing routing.