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New agents are made from AI Agents & Bots → New agent. Only owners and admins can create, edit or delete one; everyone else can read the studio.
1

Choose a starting point

Blank agent gives you an empty form. A role fills in the tone, the ground rules, the skills and the handoff wording that job usually needs.
2

Name it

The name is what you call it in this list. What it calls itself to a customer is the Agent name on the Persona tab, and it is a separate field.
3

Press Create agent

You land in the studio. The agent is switched off — nothing reaches a customer until you review it and turn it on in Routing or Behaviour.

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The roles you can start from

A role is a set of defaults, not a type. Once created, an agent from a role is an ordinary agent: every field stays editable, nothing re-applies the role later, and no field records where it came from. Each role also sets a tone, a reply length, a set of ground rules, the phrases that always hand off, and the handoff and fallback wording. It deliberately does not set the channels — that is a decision about your channels — and never switches automatic replying on.
A role can switch on a skill that needs an integration. Appointments is the one to watch: without Google connected it cannot check a calendar or book anything, and falls back to sharing the booking link you give it. See Skills.

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How many agents you can have

A meter under the page title reads 2 of 5 agents on your plan, and turns amber when it is full. Paused agents count — a cap you could dodge by switching an agent off would not be a cap. When you are at the limit the New agent button is disabled and its tooltip says how many your plan includes; upgrading is the way past it.

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Duplicating

The row menu has Duplicate. The copy carries the persona, voice, skills and their settings, the escalation wording, the channels and the agent’s selection of knowledge documents and actions. It does not carry:
  • the name — the copy is called <name> copy;
  • its position in the list — a copy goes to the bottom;
  • on/off — a copy is always off;
  • test mode and the test numbers — those point at one person’s phone for one rollout.
A duplicate counts against the plan limit like any other agent.

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Deleting

Delete on the row menu removes the agent and its settings. Conversations it answered stay in your inbox but stop being attributed to it, and a thread it was handling is re-routed to whichever other agent covers that channel. The knowledge library and the custom actions are shared by the whole workspace and are not touched.

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Turning it on

Two switches decide what a new agent does, and both start off:
  • Agent enabled (Routing, or the switch on the list row) — the master switch. With it on, the agent can be asked for a draft in the inbox.
  • Answer inbound messages automatically (Behaviour) — the agent replies to customers by itself.
Before you turn the second one on, read the readiness checklist at the top of the studio and try the agent in the test drawer.