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An assist agent works for your team, not for your customers. It reads the conversation your agent is looking at and offers a summary, a read on the customer’s mood, draft replies, and answers from your knowledge base. Everything it produces is shown only to the human agent — nothing is sent to the customer, ever.

The Assist Agents list

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Create an assist agent

Assist agents live under AI → Assist Agents.
1

Click + New assist agent

A dialog asks for a Name, pre-filled with New assist agent. Click Create.
2

Write the prompt

On the Prompt & Knowledge tab, replace the starting prompt — “You assist a human support agent. Be concise and helpful.” — with something that fits your team. The assist agent’s prompt is added to every task it performs, so its voice carries into summaries and drafts alike.Tell it about your product, your tone, and how long a draft reply should be. If your team answers in several languages, you don’t need to say so — drafts come back in the customer’s language automatically.
3

Attach a knowledge base

The same tab has a Knowledge base picker. Attach one if you want the agent to answer product questions from your documents. See Prompt, knowledge and tools.
4

Choose the capabilities

See below.
Assist agents have three tabs — General, Prompt & Knowledge and Capabilities. There is no Bindings tab, no Flow, and no tools picker: an assist agent doesn’t reply to anyone, so it has nothing to bind to and no actions to take.
The first assist agent you create becomes the assistant for the whole workspace automatically. There’s no per-channel setup — one assist agent serves everyone.

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Capabilities

The Capabilities tab decides which features the agent offers:
Choose which assist features this agent offers to human agents in the inbox. Outputs are shown only to the agent — nothing is sent to the customer.
All four start switched on. Turn off anything your team doesn’t use — each one costs credits when it runs.
Turning on Knowledge answers with no knowledge base attached raises “No knowledge base attached — add one in Prompt & Knowledge for this to work.” Attach one or turn the capability off.

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How your team uses it in the inbox

In a conversation, the icon rail down the right edge has an Agent Assist entry. Opening it shows a panel with four sections, each with its own refresh control. Summary and Mood refresh on their own — once when the panel first opens, and again a few seconds after the customer sends something new. Suggestions and Knowledge run only when your agent asks for them, so a conversation that nobody needs help with costs nothing extra.

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Insert does not send

Clicking Insert on a draft drops the text into the message composer. It does not send it. Your agent reads it, edits it, and sends it themselves — or deletes it and writes their own. If the composer already has text, the draft is added on a new line underneath.
Regenerate on a draft you nearly like is usually faster than rewriting it. The three drafts differ in length and warmth, so start from the closest one.

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Turning it on and off

The panel header has an On / Off pill for the conversation in front of you, plus a Turn off by default for me link to switch it off everywhere.
Both switches are personal. Turning Agent Assist off affects only your own view — your colleagues keep theirs.
If no assist agent exists yet, the panel reads “Agent Assist not configured.”

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Next steps

AI in the inbox

The other AI controls your team sees in a conversation.

Knowledge bases

Give the assist agent something to answer from.