Agents complete real work through action, operating as systems that listen for events and perform tasks on your behalf.
Examples of agent behavior:
Listens for events such as incoming messages, data changes, or scheduled triggers
Follows objectives and instructions that you configure
Carries out actions surrounding the following four categories:
Processing and analysis
Processing and analysis
Agents perform structured operational work that would otherwise require manual effort.
Examples
Reading transcripts and producing standardized outputs
Extracting key information from submitted documents
Applying approved logic to calculate outcomes
Operational coordination and collaboration
Operational coordination and collaboration
Agents help keep work moving by coordinating follow-ups and partnering with staff.
Examples
Escalating cases with a clear summary
Setting reminders or follow-ups for open tasks
Notifying teams when key events occur
Communication and support
Communication and support
Agents handle inbound and outbound interactions using your approved knowledge and institutional guidance.
Examples
Responding to questions over email, SMS, or phone
Providing policy-based answers grounded in your knowledge base
Deadline and milestone nudges
Hands on assistance
Hands on assistance
Agents can take direct action on your behalf to support institutional workflows and goals.
Examples
Submitting forms or requests on your behalf
Scheduling events or appointments on connected calendars
Updating approved fields within your connected data sources
Agent capabilities and boundaries
What agents can do
Answer common questions using approved knowledge
Personalize interactions at scale while maintaining consistent tone
Communicate across supported channels
Perform structured processing and analysis
Escalate to staff with context when appropriate
What agents cannot do
Make policy decisions or grant exceptions on behalf of the institution
Fill in missing, outdated, or ambiguous institutional guidance
Handle highly sensitive or emotionally complex situations without escalation
Act outside configured workflows, permissions, or guardrails