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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

Use the Concierge Agents workspace to find and open agents. The directory shows tenant agents and provides a preview before opening the editor.

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Edit agent configuration

The agent editor supports versioned configuration. 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. Tenant skills can be managed from the Concierge Agents area and assigned to 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.