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Concierge Agents

Concierge Agents are tenant-scoped AI workers that can answer customers, use knowledge and skills, categorize conversations, and hand off to humans.

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Prerequisites

You need administrator permissions for Concierge Agent management.

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Agent directory

Open Agents > Concierge to find and open Concierge Agents. Use the compact directory toolbar to search agents or choose visible columns, then scroll the continuous directory instead of switching between numbered pages. The directory progressively reveals 50 agents at a time as you approach the bottom, and continued scrolling can reach every matching agent. Select a row to inspect status, type, version, and update information in the preview rail, then select the full-width Open action at the bottom to enter the editor. Long names are shortened with an ellipsis in the table while the complete name remains available in the agent record.

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Edit agent configuration

The agent editor keeps your location visible while you work. The left navigation identifies the selected agent, highlights the active section, and provides All Concierge Agents at the top to return to the directory. If the draft has unsaved changes, returning asks whether to stay, discard the changes and return, or save the draft and return; a failed save keeps you in the editor. The content header repeats the current section and keeps the dirty-gated Save draft action available beside it. The right rail contains agent-level Refresh/Delete controls, version selection and metadata, and draft publishing. Deleting an agent requires a second, explicit confirmation because it permanently removes the agent, its drafts, and its version history. Depending on the agent type and version, you can manage:

• Instructions and behavior
• Knowledge references
• Category references
• Skills
• Channel-specific behavior
• Voice responder settings when enabled
• Draft, current, and historical versions

Some older or unsupported agents may be read-only or require an upgrade flow before editing.

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Manage versions

CXP uses draft and published agent versions so administrators can review changes before they affect customer conversations. Typical actions include:

• Create or edit a draft.
• Save draft changes.
• Publish a version with release notes.
• Restore prior behavior to a draft.
• Pin or label versions when supported.

Publish only after testing the agent behavior for the intended channel.

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Skills

Skills extend agent behavior. Open Skills under ADMIN to manage tenant skills, then assign them to Concierge Agents with the appropriate load mode. For Agent Assist, assign the Agent Assist skill only when you want that agent to produce internal operational guidance and reviewable action suggestions.

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Channel assignment

Concierge Agents become customer-facing when assigned to channel entry points such as chat, email, or phone settings. Changing a channel’s assigned agent affects future activity for that entry point. Before changing a production channel, confirm the agent has the right instructions, knowledge, handoff behavior, and category configuration.