Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Switching agents on and off, and keeping track of which one is doing what once you have more than one. An agent waiting to go live carries the status Ready to activate, and activating it opens the channel dialog rather than putting it straight in front of customers.
Manage them
- In Admin Center, click AI, then AI agents and AI agents.
- In the workspace, click Dashboard in the sidebar. Hover over an agent with the status Ready to activate and click Activate. The Manage your channels dialog opens, where you select the channels and click Save changes.
- Check which channels and brands each one covers.
- Open one to change its knowledge, replies or handover.
Deactivating is the safety valve
If an agent is answering badly, switch it off. Conversations go to people, customers are served, and you fix the cause without an audience.
Knowing this is available changes how it feels to launch one.
One agent or several
Several when the audiences genuinely differ: separate brands, or a customer-facing agent and an internal one. Each then has its own knowledge, tone and handover.
One when the differences are only subjects. A single agent handling ten subjects is easier to maintain than five agents handling two each, and it is much easier to see what is happening.
Name them for their scope
Brand and channel in the name. "Retail messaging" tells the next admin what they are looking at; "Bot 2" guarantees somebody eventually edits the wrong one.
Check coverage after any change
Channels and brands are where overlaps hide. Two agents assigned to the same channel produce behaviour nobody intended, and the symptom is inconsistency rather than an error.
Review the list quarterly
Agents built for a campaign outlive it. An inactive agent costs nothing but confuses everybody reading the list, so remove what is finished.
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