Capability layer: AI agents
Agents that carry out defined tasks under permissions set by your team.
The organisation defines the agent’s tools, permissions and steps requiring approval. It carries out tasks within this scope, with actions reviewed through agreed monitoring and audit settings.
What happens between a request and a result
The agent starts by interpreting the request, uses permitted tools and waits for approval at steps that require it.
- 1
Reads the task
The agent starts with the request and related data, and asks for missing information needed to carry out the step.
- 2
Reaches only permitted tools
It cannot reach a system nobody gave it. The tools an agent may use, and whether it may read or write through each, are fixed when it is deployed.
- 3
Takes the step
Rather than suggesting the step, it takes it: the record changes, or the document is prepared, in the system your team already uses.
- 4
Stops for approval
It stops and shows a person what it intends to do. Some steps never run on the agent’s judgement alone, and the organisation decides which.
- 5
Hands over at its limit
Past its limits, it does not improvise. The case goes to the right person with everything that happened so far attached.
What is configured around each agent
Agreed at scoping, deployment by deployment: which of these the agents use, and how each one is set.
Tools and permissions, set per agent
Whether an agent may only read a record or also change it is decided tool by tool, and it gets no tool it was not assigned.
Memory, triggers and retries
A failed step is retried within set limits before anyone is alerted. Between steps the agent keeps the task’s context, and it can start on an event, such as a new request, or on a schedule.
A record of agent actions
Operators watch agents while they run, and review afterwards which tool was called, what changed and which task it served.
Several agents, one process
Each agent keeps its own role and its own tools, and the work passes between them in a defined order when one process is too long for a single agent.
Workspaces and roles
Staff sign in with their organisation accounts through single sign-on, and each person’s role decides what they reach inside their team’s workspace.
Where agents do the work
Agents your customers talk to
The agent holds the customer conversation until someone on your team is needed, then hands it over. That is ChatSheba’s job, with a page of its own.
Agents for work inside the company
An agent can take on work no customer ever sees, within the tools assigned to it: gathering what an internal request needs, or preparing a file before someone reviews it.
Agents that move work between steps
Every approval point is a stop. Between those stops, the agent carries a process from one system and team to the next.
Where an agent stops
The agent is configured with defined tools, permissions and handover rules. Changes are managed by authorised roles within the organisation.
FAQ
Before an agent works in your systems
Begin with the process your team repeats most.
We work out with you which steps an agent takes and which stay with your team, starting from how the process runs today, stops included.
Tell us the process to turn into an agent