Agents Studio: visual workflows, knowledge and AI

Choose the agent’s purpose and audience

Start with one useful job: guide a visitor through a booking request, answer product questions, prepare a content draft or collect the details your support team needs. Define what completion means and who owns any unresolved work. An agent for public visitors needs different source access and actions from an internal team assistant.

The interactive Agents Studio example shows a new customer message leading to an option list. Its two branches illustrate a scheduled action and a knowledge-assisted answer. Use the example to understand the sequence; available activities and connected services depend on your workspace configuration.

Arrange triggers, choices and scheduled steps

A trigger starts the workflow, such as an incoming message or a scheduled task. An option list makes the next choice explicit. Branches can then collect the information needed for an action, check a condition, wait for the appropriate time or route work to the responsible team. Keep the next step understandable at each branch.

For a calendar step, decide which calendar is used, the time zone, the permitted hours and what should happen when no time is available. A recurring task also needs an owner and a way to inspect its outcome. Configure those details with the activities and integrations available in the deployed studio. The workflow automation guide covers the existing publishing schedules, queues and approval processes that may participate in the work.

Try the booking branch without AI

Open the homepage Agents Studio example or the same example on the platform page and select Book a time. The highlighted route follows Check calendar and Confirm selection. This path illustrates a defined sequence: it does not need an AI-generated decision.

The example does not contact a calendar, reserve a time or send a confirmation. In a connected workflow, check the actual calendar result before displaying a confirmed appointment. Include a route for unavailable times and failed actions. Select Reset example to clear the highlighted path before comparing the other branch.

Connect knowledge to an AI step

Select Ask a question to follow Search knowledge, AI answer and Hand off if needed. Prepare the reference material through Knowledge Base, then bind the relevant sources to the agent used by that step. Instructions define the job; source content provides the facts it can consult.

Use approved website pages and uploaded documents for the intended audience. Where scheduled website refresh is configured, verify the latest successful update and retrieval result. An uploaded document or changed web page still needs to reach the selected source before the agent can answer from it. The knowledge example lets you compare sources and see how an answer points back to its reference.

Choose the appropriate agent version and permitted tools. Keep actions such as sending a message or changing a record distinct from drafting an answer.

Keep review and handoff in the workflow

Decide what happens when information is missing, the request is outside scope or a connected service fails. A person may need to approve a publication, complete an account-specific action or continue a support case. Preserve the useful context and explain the actual next state to the customer.

For a conversation that needs staff, follow the Ticket handoff guide and configure Department routing. A recorded Ticket may wait for the team; live takeover additionally requires a connected, available staff member. Confirm each outcome in the application before describing it as complete.

Test each branch before launch

1. Run a normal request through every option and inspect the resulting business state.
2. Try an incomplete request, an unsupported question and an unavailable calendar or service.
3. Check a known answer against the selected knowledge source, then repeat after a source update.
4. Verify the intended identity, permissions, review step and receiving support team.
5. Check retries against the existing record so an interrupted operation does not become a duplicate action.

Use the available execution history and the owning module’s records to investigate failures. The website examples are illustrative and create no real records. Production acceptance should exercise the connected workflow, its permitted actions and the route your team uses to recover.