Configure an AI agent

Open the agent settings

Go to My Agents and open the agent you want to configure. The agent detail page shows its current status, whether it is customer-facing, readiness progress, active channels, abilities, and connected apps.

Use Guided configuration when you want the panel to ask focused business questions. Use the settings navigation when you already know the area you need to change.

What each settings area controls

The agent settings navigation uses these labels:

Area	What you configure there
Apps	Connected messaging channels and other connected services assigned to this agent.
Work	The workflow template that determines the agent’s main customer journey.
Catalog	How the selected workflow uses product or service information.
Voice	The agent’s communication style and customer-facing tone.
Abilities	Focused abilities that add bounded actions, such as reminders or other supported follow-ups. This area is marked BETA in the panel.
Knowledge	Business information the agent can use when responding. See Manage an agent’s knowledge.
Governance	Places where the agent should wait for a person before continuing.

The exact areas shown can depend on the agent and workspace. If a setting is unavailable, use the readiness message or the panel’s configuration action rather than assuming the feature is enabled for every account.

Understand draft and live changes

Agent configuration uses a draft and a live version. Most edits change the draft first. A change that still needs publishing is labeled Unpublished changes or Requires publishing. The live agent keeps using its current configuration while you review the draft.

When the panel shows Unpublished changes, open the review tray to see what changed. The review may describe a workflow change, model change, ability change, integration assignment, prompt change, or governance change.

Select Review & Publish when you want the draft to replace the live configuration. Publishing does not automatically turn the agent on or off. Activation is a separate decision described in Publish and activate an agent.

If the draft has a live baseline and you decide not to keep the edits, select Discard Changes and confirm. The draft returns to the current live configuration. The panel warns that this cannot be undone, so review the change list before confirming.

Some workspace data has its own lifecycle. Product catalog imports are staged and confirmed through the Products experience, while storefront content has a separate draft/live publishing flow. Do not assume that publishing an agent also publishes a catalog or storefront update.

Configure channels for one agent

In Apps, connect or assign the channel that this agent should handle. A connected account is not automatically the same thing as an active assignment. The panel explains whether the account is disconnected, available, assigned, or unavailable.

A customer channel can belong to only one agent at a time. This prevents two agents from replying to the same conversation. If the channel is already assigned elsewhere, review the assignment before moving it. See Manage connected channels for connection states and Review agent readiness for activation requirements.

Recommended configuration order

For a predictable setup, work in this order:

1. Choose the workflow in Work or Builder.
2. Choose an available model using Choose an AI model.
3. Connect and assign the customer channels in Apps.
4. Prepare the relevant product catalog or services.
5. Set the agent’s voice, knowledge, and governance rules.
6. Review readiness, publish the draft, and activate only when the panel reports that the agent can work.

This order makes the panel’s missing-requirement messages easier to act on and keeps the agent’s live behavior stable while you configure it.