The onboarding task
When you complete the onboarding screens, the Internal Agent runs the onboarding task. It connects to your ticketing system, analyzes your last 100-1,000 resolved tickets, and researches everything you’ve connected to set up baseline Customer Agent configurations: memory, knowledge, and base tools. It then creates a set of configuration todos. They appear on the Tasks page and in your Inbox, and take you from a baseline Customer Agent to resolving tickets and building complex flows.Complete the configuration
Start each todo with one click. The Internal Agent creates a todo for everything your Customer Agent needs - including one for each relevant tool connection - and assigns each an impact score: low, medium, or high. Complete the high-impact todos before going live. The rest can wait until your Customer Agent is live. The exact todos depend on your situation, but they typically go through the loop for the first time:1
Set up triaging rules
(build) - Intelligently triage specific ticket categories or customers to specific teams when the Customer Agent hands a ticket off. See Build.
2
Test against real scenarios
(test) - Run test simulations based on historical tickets, and review the replies, reasoning, and tool calls. See Test.
3
Go live
(resolve) - Approve the release, then set up the workflow in your ticketing system that assigns tickets to your Customer Agent, and it starts resolving them. See Release and Ticketing system.
4
Set up loops
(identify gaps) - Each automation watches for gaps and starts a loop on its own. The Internal Agent suggests common ones and sets up the ones you pick: a stalled-ticket check, daily follow-ups on pending tickets, and daily reports on support performance, knowledge gaps, and tool gaps. See Automations.