Create and manage agents

Use natural-language drafts or manual setup; configure persona, tools, prompts, behavior, visibility and shadow evaluation.

Decide the job before choosing a template

Write down the input, permitted output, source of truth, authorized tools and escalation owner. A useful job is specific: prepare a complaint-routing summary from the current service procedure, not handle all banking operations. Decide what the agent must refuse.

Illustrative AgenticOrg agent fleet

This existing product screenshot illustrates the fleet layout. Names, totals and confidence settings are sample values, not current registry totals or performance guarantees.

Three starting points

Use a natural-language description to generate a candidate, configure an agent manually, or use Create from SOP where your role allows it. Generated prompts and SOP drafts are proposals. Read every field before creation; do not assume a parser knows your approval policy or connector permissions.

Walk through the wizard

Stage	What to enter	What to check
Persona	Employee Name, designation, domain, optional avatar	Name the actual task; use approved image URLs
Role	Agent type/custom type, specialization, routing filters, reporting relationship	Match the business role; filters do not create access rights
Prompt	Reviewed template or explicit instructions	Cite sources, state missing evidence, define refusals and output structure
Behavior	Model/provider, routing, confidence floor, HITL condition, retries, connectors and Authorized Tools	Grant minimum access; set finite retries; review external side effects
Review	Full configuration and visibility	Company, tools, prompt, credentials and initial shadow status

Personal and shared visibility depend on your role. Administrators can configure shared tenant agents; a personal agent is not exempt from tenant policy. A reporting hierarchy is for routing, not permission inheritance.

A prompt structure that operators can maintain

Purpose: prepare a reviewable summary of the submitted service request.
Inputs: request reference, company context and approved source documents.
Use: only tools and knowledge made available to this agent.
Output: facts with sources, missing items, suggested next step, review required.
Refuse: account changes, payment execution, invented evidence and secret disclosure.
Escalate: ambiguous identity, conflicting sources, missing permission or policy.

Do not insert credentials, personal account numbers or legal guarantees into prompts. A prompt version is part of the evidence for a run; changing it changes the tested behavior.

Create, test and maintain

Choose Create as Shadow after reviewing the configuration.
Run representative correct, incomplete, conflicting and adversarial inputs.
Inspect actual tool calls and source-grounding, not only prose.
Compare the result against a human-reviewed answer set.
Have the authorized owner decide whether to activate/promote the candidate.
Retest after model, prompt, procedure, tool or provider changes.

Inspect the detail screen's supported lifecycle actions before pausing or promoting an agent. An operator override or paused state must be accompanied by a check of workflows and integrations that call it; changing an agent does not necessarily cancel work already accepted elsewhere.

Common mistakes

Too many tools can lead to unintended actions. Broad prompts make outputs hard to assess. Confidence thresholds are not calibrated accuracy claims. Shadow labels alone are not permission controls. Add capability only when you can explain and test its necessity.

Next: Run and chat, Workflows, Evaluate and roll out.

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