Plan requirement
| Subscription | Any plan |
| Access | Admin |
Who may build and change AI agents. A smaller group than for most settings, for a reason worth stating.
Set it
- Open the roles in Admin Center.
- Set who may manage AI agents.
- Assign that role to the people who should have it.
- Check the list again after any team change.
Why keep it small
An AI agent speaks to customers directly, without review, at volume. A careless edit to a reply is published to everybody who asks that question, and there is no draft between the change and the customer.
Most settings affect how work is handled. This one affects what your company says.
Who should have it
Two or three people who understand both the configuration and the tone you want. In practice that is whoever owns the knowledge base plus an admin, which is a good pairing because the content and the agent are the same problem.
Contributing without access
Most improvements are article improvements, and those need no AI permissions at all. Someone who spots a bad answer should be able to fix the article, and that is the fix in the majority of cases.
Make that route obvious, or you get requests to change the agent for problems that are not in the agent.
Watch the transcripts together
Reading conversations does not have to be restricted to the people who can edit. Widening who looks, while keeping narrow who changes, gets you better information and the same safety.
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