> ## Documentation Index
> Fetch the complete documentation index at: https://docs.theymes.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Agents

> Create AI agents that handle assigned support tickets, answer from your knowledge base, and hand over to your team when needed.

AI agents work on support tickets. Once assigned a ticket, an agent can search your published knowledge base, reply to the customer, ask follow-up questions, and decide whether to continue, resolve, reject, or escalate the ticket.

You can create agents for different specialties, such as login troubleshooting or app usage questions. Describe the problem each agent should solve to generate its initial instructions, then review and refine them. Add skills for specific situations and enable the agent for the apps it should support.

## How it works

1. A team member or automation assigns a ticket to an AI agent.
2. The agent follows your instructions and relevant skills, using the conversation to understand what the customer needs.
3. It looks up answers in your published knowledge base and replies in the customer's language.
4. While the ticket remains assigned to it, new customer messages and submitted collectors can prompt further responses.
5. It keeps helping, closes the ticket when appropriate, or hands the ticket back for human support.

Creating an agent or enabling an app does not automatically assign tickets. Choose a [manual or automated assignment strategy](/product/ai-agents/assignment.md).

## Ticket outcomes

| Outcome | What happens |
| - | - |
| Continue | The agent replies and keeps the ticket open and assigned to itself while awaiting the customer. |
| Resolve | The agent closes the ticket as resolved when the issue is handled and the customer confirms no further help is needed. |
| Reject | The agent closes the ticket as rejected when your support policy requires it. |
| Escalate | The agent tells the customer a human will take over and unassigns the ticket. Your team's routing or manual assignment handles the next step. |

Answering a question does not automatically resolve a ticket. By default, the agent offers further help and stays with the customer unless an escalation condition applies or the customer confirms they are done.

## What to configure

| Setting | Purpose |
| - | - |
| Enabled apps | Controls which apps the agent can handle tickets for. |
| Instructions | Defines the agent's specialty, tone, boundaries, and handoff rules. |
| Skills | Provides focused guidance the agent loads when relevant. |
| Hide from assignee menu | Keeps the agent out of manual ticket and bulk assignment menus while allowing automations to assign it. |

> **[Configure an agent](/product/ai-agents/configuration.md)**
>
> Create an agent, enable apps, and choose assignment visibility.

> **[Refine instructions](/product/ai-agents/instructions.md)**
>
> Define how the agent helps customers and when it hands over.

> **[Add skills](/product/ai-agents/skills.md)**
>
> Write reusable procedures for specific support situations.

> **[Assign tickets](/product/ai-agents/assignment.md)**
>
> Use manual assignment, workflows, or automation triggers.


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