Overview
What it is for
Agents → Overview is the shared list of all AI agents in your organization. An agent is an AI worker that handles one specific job for you: a Mail agent reads the company mailbox and prepares replies for approval, a Phone agent takes calls and records their outcome. From the overview you create agents, see their status and open an agent's detail with one click.
Where to find it
In the left menu click Agents (the name carries a NEW tag) and then Overview.
The Agents module appears in the menu only when your organization has it in its subscription and you have the Agent settings → View permission. Under Agents there are three items: Overview, Mail agents and Telephone agents.
What I see on the screen
The agents overview has the heading Agents / Overview at the top and the Create agent button at the top right (only if you are allowed to edit agents).
Below the heading is a strip of totals:
| Figure | What it means |
|---|---|
| Total agents | how many agents are in the current list |
| Activated | agents with the status Running |
| Not started | agents that have not been started or published yet |
| Paused | agents whose operation is paused |
Above the table on the right there are two buttons:
- Search — opens the Search agents field. It searches the agent name, type, phone number and the responsible team member's name.
- Filters — opens the Filter data panel with the Status field (options All, Not started, Running, Paused). The filter applies immediately; close the panel with Done.
The table has these columns:
| Column | What it means |
|---|---|
| Agent / mailbox | type icon and agent name; click the name to open the detail |
| Type | Mail agent or Phone agent |
| Mode / phone | phone agents only: the tags Phone on / off, Online on / off and the assigned number |
| Live calls · 30 days | phone agents only: number of calls, callbacks and average duration |
| Responsible team member | phone agents only: the colleague in charge of callbacks |
| Status | the agent's current status (see the status table below) |
| Published | the date the agent was first started or published |
The call columns appear only when you have at least one phone agent and the Requests → View permission. The table shows 10 agents per page; pagination is below it. Click anywhere in a row to open the agent's detail.
Agent statuses
In the Agents → Overview table a mail agent has one of these statuses:
| Status | Meaning |
|---|---|
| Not started | the agent was created but has not run yet |
| Running | the agent is working — processing e-mails |
| Paused | the agent is switched off and processes no new e-mails |
In the header of a mail agent's detail, Not started is refined by how far the setup got:
| Status | Meaning |
|---|---|
| Not set up | the mail agent has no connected mailbox yet |
| Being set up | the mailbox is connected, but something required for starting is still missing |
| Ready to start | everything required is set; the agent waits for you to start it |
For phone agents the operation status is shown instead: Accepting calls, Needs attention, Preparing, Paused, Published · no active line or Not running.
How to create an agent
Before you start
- You need the Agent settings → Edit permission. Without it you do not see the Create agent button.
- A mail agent will later need access to the company mailbox and at least one processed knowledge base — see Knowledge.
- Before publishing, a phone agent needs the ElevenLabs connection in Organization → Integrations — see Organization settings.
Steps
- In the left menu click Agents → Overview.
- At the top right click Create agent. The Create agent dialog opens.
- In the Agent name field type what the agent should be called.
- Under the text Choose what work the agent should do. click a type card: Mail agent or Phone agent. The selected card shows a check mark at the top right.
- Click Continue.
| Field | Required | What it means | Limits / default |
|---|---|---|---|
| Agent name | yes | the name you recognize the agent by in the list, e.g. “Sales” or “Support” | at most 120 characters |
| agent type (card) | yes | what work the agent will do | default Mail agent; a card labelled Coming soon cannot be selected |
What happens after creating it
- A mail agent is created with the status Not started and the app takes you straight to its Settings, section Mailbox connection. Continue with E-mail settings.
- A phone agent is created as a draft and its Settings open. Continue with Call settings.
- The agent reads and sends nothing until you set it up and start it (publish a phone agent). AI processing then uses your organization's credits.
How to check it worked
The new agent appears in the Agents → Overview table and in the list of its type (Agents → Mail agents or Agents → Telephone agents).
How to find and open an agent
- In the left menu click Agents → Overview.
- Above the table on the right click Search and type part of the name, type, phone number or the responsible team member's name into Search agents.
- To narrow the list by status, click Filters, choose a status in Status and click Done.
- Click the agent's row. The agent's detail opens with its tabs.
Active filters appear above the table as chips. Reset removes them all at once and brings back the full list.
Who can do this
In the Permission matrix the Agents module has three rows:
| Matrix row | Column | What it allows |
|---|---|---|
| Agent settings | View | see the Agents module, the agent list and their settings |
| Agent settings | Edit | create agents, change settings, start, pause, publish, rename |
| Agent settings | Delete | remove a mail agent |
| Requests | View | see overviews, e-mails, approvals and the call log |
| Requests | Edit | edit reply drafts, rewrite with AI, process again, mark as spam, close; for calls assign a contact and mark as resolved |
| Approvals and sending | Edit | approve and send a reply, reject a draft, reply manually |
Without Requests → View you see only the Settings tab in an agent's detail.
Common questions and problems
I do not see Agents in the menu. Your organization does not have the module in its subscription, or you lack the Agent settings → View permission. Ask your organization administrator.
I do not see the Create agent button. You lack the Agent settings → Edit permission.
The Continue button is disabled. The selected agent type is labelled Coming soon — such an agent cannot be created yet. Choose Mail agent or Phone agent.
Message “Enter the agent name”. The Agent name field is empty.
Message “The name must be at most 120 characters.” Shorten the agent name.
“Operation and call data could not be loaded.” is shown. The phone agent statistics did not load. The agent list still works; try reloading the page later.
“You have no agents yet” is shown. There is no agent in the organization yet. Create the first one with Create agent.