Choose what the agent can do

When a customer writes, the AI agent reads your instructions and the recent messages. Then it looks up what it needs before it replies. You choose which of these steps it may take.

Inboxes → your inbox → AI agent → API Tools

1. Scroll down to Abilities, below your API tools.
2. Tick what the agent may do on its own:
   • Answer from your knowledge: it looks things up in your texts, tables and PDFs, and quotes them exactly.
   • Answer from your help center: it checks your published help articles before answering support questions.
   • Save contact details: it records a customer's name, phone or email as they give it.
   • Hand off to your team: it pauses and alerts a person when it can't help.
3. Each change saves as soon as you tick or untick a box.

Good to knowCopy Anchor Link

• The agent answers from what you give it. If it gets something wrong, add the missing fact to Knowledge or your instructions.
• It picks a knowledge source by its When should the AI use this? text, and an API tool by its When should the AI use it? text. Clear, specific wording helps it choose well.
• With Hand off to your team unticked, the agent can't pass a chat on by itself. Your keywords in Handoff rules still hand off.
• Each AI reply uses AI credits, including replies that use an API tool.