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Introduction

Welcome to the Agent Architecture Platform Guide. This guide provides detailed instructions on how to create, configure, and deploy AI Agents in our platform to enhance your workflows. AI Agents are versatile tools that can assist with various tasks, such as answering questions, performing actions, and interacting with users through channels like Microsoft Teams or phone calls. The primary use case is L1 support, but Agents can be adapted to any workflow where automation and AI assistance are beneficial. This guide is divided into three main sections:
  1. Agent Platform – Creating and configuring Agents.
  2. Tools – Configuring tools that Agents can use to perform actions.
  3. Deploying Agents into Workflows – Integrating Agents into workflows and external channels.
Each section includes step-by-step instructions and examples to help you understand when and how to use each feature.

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1. Agent Platform

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1.1 Creating and Configuring Agents

AI Agents are created and configured within the context of an App’s workflow. Follow these steps to create a new Agent:
  1. Navigate to App Configuration:
    • Go to the App where you want to add the Agent.
    • Access the workflow configuration section.
  2. Add an Agent:
    • Select the option to add an Agent to the workflow.
    • You can view existing Agents assigned to the App or create a new one.
  3. Create a New Agent:
    • Name the Agent: Provide a unique name for the Agent.
    • Add a Description: Describe how the Agent fits into your organization and its intended use case.
    • Select the LLM Model: Choose the Large Language Model (LLM) to power the Agent (e.g., Claude Sonnet 3.5 or 3.7 from Snowflake Cortex, if configured).
      • If no models are available, follow the link to set up a new AI Service and Provider.
    • Enter Training Instructions: Provide additional instructions to guide the Agent’s behavior.
    • Start a Conversation: Test the Agent by starting a conversation. You can clear the conversation and start a new one if needed.
    • Save the Agent: Once configured, save the Agent to create its profile.
  4. View and Edit Agent Profile:
    • From the Agent profile, you can edit the configuration or start a new conversation to further test the Agent.
Example Use Case:
  • L1 Support: Create an Agent named “SupportBot” with a description like “Handles initial customer queries and creates tickets.” Use Claude Sonnet 3.5 and train it to ask users for issue details.

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1.2 Assigning Agents to Apps

Agents can be assigned to participate in an App’s workflow:
  • During App configuration, select existing Agents or create new ones to include in the workflow.
Example Use Case:
  • HR Onboarding: Assign an Agent to an HR App to assist new employees with onboarding tasks.

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2. Tools

Tools enable Agents to perform specific actions, such as creating, searching, or updating records. Below are the tools available for configuration:

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2.1 Create Record Tool

The Create Record Tool allows the Agent to create new records in the system. Configuration Steps:
  1. Add the Tool: When configuring an Agent, select the option to add a Create Record Tool.
  2. Name the Tool: Provide a unique name for the tool.
  3. Add a Description: Describe when and how the Agent should use this tool.
  4. Select App/Element/Task: Choose the specific App, Element, or Task that the Agent can create.
  5. Specify Fields:
    • Required Fields: These are shown by default and cannot be removed.
    • Optional Fields: Add any additional fields the Agent may need to fill out.
    • Field Descriptions: For each field, provide a description to guide the Agent on how to obtain the necessary data.
  6. Select Fields to Return: Choose which fields from the created record should be sent back to the Agent.
  7. Save the Tool: Once all fields have descriptions, save the tool.
Example Use Case:
  • L1 Support: Configure the tool to create a support ticket with fields like “Issue Description” (required) and “Priority” (optional). The Agent asks the user for details and returns the ticket ID.

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2.2 Record Search Tool

The Record Search Tool enables the Agent to search for existing records based on a query. Configuration Steps:
  1. Add the Tool: Select the option to add a Record Search Tool.
  2. Name the Tool: Provide a unique name.
  3. Add a Description: Explain when the Agent should use this tool.
  4. Select App/Element/Task: Choose the App, Element, or Task to search.
  5. Add Query Description: Provide guidance on what the Agent should search for.
  6. (Optional) Select Fields to Return: Choose which fields from the search results should be returned to the Agent.
  7. Save the Tool: Once configured, save the tool.
Behavior:
  • The search returns results similar to a list view search.
  • If more than 100 records are found, the Agent receives a failure message indicating the need for a more refined query.
Example Use Case:
  • L1 Support: The Agent searches for existing tickets with a query like “Find tickets related to login issues” and returns ticket summaries to the user.

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2.3 Update Record Tool

The Update Record Tool allows the Agent to update existing records. Configuration Steps:
  1. Add the Tool: Select the option to add an Update Record Tool.
  2. Name the Tool: Provide a unique name.
  3. Add a Description: Describe when the Agent should use this tool.
  4. Specify Record Identification: Explain how the Agent should identify the record to update (e.g., by record ID).
  5. Select App/Element/Task: Choose the App, Element, or Task to update.
  6. Specify Fields to Update:
    • Mark the fields the Agent must update.
    • Provide descriptions for each field to guide the Agent.
  7. Save the Tool: Once all fields have descriptions, save the tool.
Behavior:
  • The Agent is notified whether the update was successful or not, along with reasons for failure, allowing it to attempt corrections.
Example Use Case:
  • L1 Support: After resolving an issue, the Agent updates a ticket’s status to “Closed” using the ticket ID provided by the user.

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2.4 AI Search Records Tool

The AI Search Records Tool provides advanced search capabilities using AI, allowing the Agent to understand and retrieve related data based on natural language. Configuration Steps:
  1. Add the Tool: Select the option to add an AI Search Records Tool.
  2. Name the Tool: Provide a unique name.
  3. Add a Description: Explain when the Agent should use this tool.
  4. Select App/Element/Task: Choose the App, Element, or Task to search.
  5. Set Result Limit: Specify the maximum number of results to return (1-100, default is 10).
  6. Configure AI Search:
    • Select the AI Search configuration for the object.
    • Choose attribute fields to search on and set up any necessary filters.
    • Provide descriptions for each field to guide the Agent.
  7. Select Fields to Return: Choose which fields from the search results should be sent back to the Agent.
  8. Save the Tool: Once configured, save the tool.
Example Use Case:
  • Sales Assistance: The Agent uses AI search to find customer records with a query like “Customers interested in Product X” and returns contact details.

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3. Deploying Agents into Workflows

Agents can be deployed into workflows and integrated with external channels like Microsoft Teams or phone calls to provide real-time assistance.

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3.1 Assigning Agents to Workflows

You can assign an Agent to a workflow by creating an “Assign an Agent” button in the record details. Configuration Steps:
  1. Create the Button: In record details configuration, select the option to create an “Assign an Agent” button.
  2. Select or Create an Agent:
    • Choose an existing Agent or create a new one.
    • If creating a new Agent, follow the steps in section 1.1.
  3. Configure the Agent:
    • Name and Icon: Provide a name and select a profile icon.
    • Descriptions: Enter descriptions of the Agent’s tasks and capabilities.
    • Upload Documents: Add any documents the Agent can use during tasks.
    • Configure Tools: Assign tools the Agent can use (see section 2).
  4. Set Initial Message:
    • Create an initial message that can reference values from the record.
    • Choose whether to:
      • Show First Message: Display the message to the user to explain the Agent’s capabilities.
      • Take Immediate Action: Send the message as a request for the Agent to start working immediately.
  5. Name and Style the Button:
    • Provide a name for the button.
    • Choose the button style: Primary, Secondary, Inline, or Icon.
  6. Save the Button: Once configured, save the button.
Behavior:
  • When a user clicks the button in record details, the record chat opens, allowing interaction with the Agent.
Example Use Case:
  • L1 Support: A fulfiller clicks “Assign SupportBot” on a ticket to have the Agent gather more details from the user.

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3.2 Integrating with Microsoft Teams

Agents can be integrated with Microsoft Teams to provide assistance through chat. Configuration Steps:
  1. Install the Bot: Select Microsoft Teams and install the Bot into your organization.
  2. Select an Agent: Choose the Agent that will respond to messages.
  3. Specify Fields:
    • Select fields to save the email and full name of the user who started the conversation.
  4. Set Timeout: Define how long the conversation remains open without user response before closing.
  5. Train the Agent: Provide instructions on how the Agent should determine when the conversation is finished.
  6. Save Configuration: Ensure only one route is active.
Behavior:
  • Conversations are tagged for viewing on the record.
  • When the conversation ends (either by completion or timeout), an automation trigger fires, and a message is sent to Teams.
  • A “typing” indicator shows when the Agent is processing a response.
  • The Agent has a tool to access the record context.
Example Use Case:
  • L1 Support: A user messages the Agent in Teams about a login issue, and the Agent creates a ticket while saving the user’s email.

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3.3 Integrating with Phone Calls

Agents can handle phone calls to start workflows or provide assistance. Configuration Steps:
  1. Configure Phone Numbers:
    • In App Details, view or add new phone numbers using Twilio (Client ID, Client Secret, Phone Number).
    • Delete unused phone number configurations.
  2. Enable Phone Call Workflow Start:
    • In Flow configuration, specify that the App can be started with a phone call.
    • Select a phone number and an Agent to answer the call.
  3. Configure the Agent:
    • Provide additional training instructions.
    • Set the first message the Agent should say when answering.
    • Specify fields to save the caller’s phone number, call summary, and call evaluation.
    • Configure prompts for the summary and evaluation.
  4. Save Configuration: Ensure the conversation is saved and viewable on the record.
Behavior:
  • When a user calls the configured number, the Agent answers and interacts based on the configuration.
  • After the call, the summary and evaluation are saved to the specified fields.
Example Use Case:
  • L1 Support: A user calls to report a hardware failure, and the Agent creates a ticket with a summary like “User reported broken monitor.”

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Conclusion

This guide has provided a comprehensive overview of how to create, configure, and deploy AI Agents in your platform. By following these instructions, you can leverage Agents to automate tasks, assist users, and streamline workflows. Always test your Agents thoroughly to ensure they meet your specific use cases, whether for L1 support or other scenarios like HR onboarding or sales assistance. For further assistance, refer to the knowledge base or contact support.
Note: This guide is based on the current feature set as of June 13, 2025. Features not mentioned are not supported at this time.