# Agents – AI Teammates AI teammates for channels, apps and users > Get started with Conclude Agents. Open and manage tickets for issues, incidents, support, bug tracking and more. Free for 14 days. Canonical HTML page: https://conclude.io/quickstart/agents/ Last updated: 2026-09-01 --- Conclude Agents are AI teammates that can be deployed in Slack or Teams channels and added to apps. Once added, an agent joins the conversation like any other member: it can answer questions, help summarize and resolve tickets, and show the right information from your knowledge base. Each agent is built from four things: a **model** (the AI that powers it), a **role and instructions** (what it does and how it behaves), optional **knowledge** (your documents, websites, and FAQs), and a **deployment** (the channels and apps where it is active). **With Conclude Agents you can:** * Deploy AI teammates into Slack or Teams channels, or attach them to Conclude apps to help handle tickets * Choose the model that powers each agent (e.g., Claude Opus 5, Claude Sonnet 5, or other providers) – optionally using your own provider API keys * Give each agent a role and detailed instructions so it responds in your tone and stays on task * Ground agents in your own knowledge — upload documents or add website and FAQ URLs so answers are accurate and cited * Control when an agent speaks — only when @mentioned, or proactively when it can help * Set guardrails such as the maximum number of comments per ticket and the maximum response length **To use Conclude Agents, you will need:** * **An active Conclude account** — see our [Quickstart Guides](https://conclude.io/quickstart/) to get started * **Agents enabled** under **Admin console > Solutions** * Optional: Apps enabled if you want agents to work with Conclude Apps for tickets and issues * Optional: Connect enabled if you want agents to work in Slack channels connected to Microsoft Teams * Optional: provide your own **model provider API key** under **Admin console > Agents> All agents** * Optional: one or more Slack channels or Conclude apps where you want the agent to work ## Start here In this guide, we cover: * How Conclude Agents work * Adding a provider secret (optional) * Creating a knowledge collection (optional) * Creating an agent – manually or with AI * Configuring the agent – role, model, mode, instructions, knowledge, and limits * Deploying the agent to channels and apps * Testing your agent ## How Conclude Agents work An agent is a configurable AI teammate. You give it a model, a role, and instructions; optionally connect it to one or more knowledge collections; then deploy it where your team works **Agents can be deployed in two places:** * **Channels** — the agent is added to a Slack or Teams channel and takes part in the conversation there * **Apps** — the agent is attached to a Conclude app and answers comments on tickets when it is named in one **Agents respond in one of two ways:** * **Mention** — the agent joins a conversation only when @mentioned (e.g. @Ada) * **Autonomous** — the agent joins a conversation unprompted, speaking up on its own when it can help 💡 You can connect an agent to a dedicated user account, so its messages appear under a recognizable name and avatar (for example, "Ada") rather than a generic bot. ## Step 1: Choose how agents are powered (Provider secrets) Every agent runs on a model from one of the providers we currently support: Anthropic and OpenAI. You can use the **included agent usage** or connect your own API key. Adding your own key is optional. #### **Use the included agent usage** No setup is required. Agents can run using Conclude’s included usage. * Go to **Admin console > Agents > All agents** to see how much of your included agent usage has been used this month. *agents overview where ai teammates and their models are managed* ### Use your own API key If you prefer to use your own provider account: * Go to **Admin console > Agents > All agents** * Click **Add key** * Choose **Anthropic** or **OpenAI** * Enter your API key, and save *switching agent usage from conclude keys to your own provider keys* Agents using that provider will then run on your API key, and usage will be billed directly by the provider. ## Step 2: Create a knowledge collection (optional) Knowledge collections let agents answer from your own material – product docs, your website, or FAQs – instead of general knowledge alone. * Go to **Admin console > Agents > Knowledge** and click **Add collection** *knowledge collections that ai teammates can draw their answers from* * Give the knowledge collection a **name** and **description** *adding files or urls as sources to a new knowledge collection* * Add sources: **upload files** (Markdown, text, HTML, DOCX — 10 MB max) or **add a URL** with a title * Each source shows a status of **Ready** once it has been processed *a knowledge collection with its sources indexed and ready to use* 💡 You can mix file and URL sources in one collection e.g., a knowledge base document plus your website and FAQ pages. You will connect the collection to an agent in Step 4. ## Step 3: Create an agent Go to **Admin console > Agents > All agents**. Existing agents are listed with their role, model, and where they are deployed.

included agent usage for the month before adding your own keys

There are two ways to create a new agent: ### Option 1: Create with AI * Click **Create with AI** * Describe the kind of agent you want (e.g., "A friendly support agent for a SaaS product that helps users troubleshoot issues") * Optionally add a **Company name** and **Tone** * Click **Generate** – Conclude drafts the role and instructions for you, which you can refine

describing an ai teammate in plain words to have it generated

### Option 2: Add an agent manually * Click **Add agent** * Enter a **Name** and a **Role** * Choose a **Model** – the note below the dropdown shows which provider key it uses * Write the agent’s **Instructions**, then click **Create** *setting up an ai teammate name role model and instructions by hand* ## Step 4: Configure the agent Open an agent from the list to fine-tune it across five tabs: **General**, **Deployment**, **Instructions**, **Knowledge**, and **Advanced**. ### General * **Role** – a short description of what the agent does * **Model** – the model powering the agent (e.g., Claude Opus 5) * **Mode** – how the agent decides when to speak, with two options: * **Mention** – joins a conversation only when @mentioned in it * **Autonomous** – joins a conversation unprompted * **Off** — never listens or respond * **Identity**— optional. Connect a dedicated account so the agent appears as a channel member, uses that account’s name and profile picture, and can be found through @ autocomplete. Without a connected account, the agent keeps its own name and avatar and can still respond when users mention its name. *choosing the model and whether an ai teammate replies only when mentioned* ### How to connect an agent to a dedicated user account * On the agent’s **General** tab, click Linked agent **Connect to user account** * Under **User account**, select the account created for this agent, then click **Link** *giving an ai teammate its own account so it can join channels* ⚠ Use a dedicated account made only for this agent. When connected, the agent posts as that account, is @mentioned as it, and takes its name and picture, so a personal account would sign everything the agent says with that person’s name. ### **Why connect a user account:** * The agent appears as a channel member and is reachable through @ auto-completion, like any teammate * Its messages appear under a recognizable name and avatar instead of a generic bot identity * Without a connected account, the agent still responds in channels, but people must @mention it by its exact name (for example, @Morgan) — it does not appear in @ auto-completion and is not listed as a channel member * When an agent is connected to a user account, it is automatically present in every Slack or Teams channel that account is a member of. You can control how the agent behaves in each channel from the **Deployment** tab. 💡 Disconnecting reverts the agent to its own name and an avatar drawn from its initials, which reads as an agent rather than a person. It stops appearing in @ auto-completion and the channel member list, but it still responds when @mentioned by name ### Instructions This is the agent’s system prompt — it defines behavior, tone, and boundaries. Strong instructions usually cover: * The agent’s job and core behaviors * When to speak up and when to stay quiet * Tone and formatting (e.g., short answers, friendly phrasing, bulleted steps) * Boundaries – for example, don’t invent features, and escalate when unsure * Citation style, if the agent draws on knowledge sources

writing the instructions that shape how an ai teammate answers

### Knowledge * Select the **knowledge collections** this agent should have access to (e.g., your company's support docs, legal agreements) * The agent uses these collections to ground its answers *choosing which knowledge collections an ai teammate may use* ### Advanced * **Max comments** – the most comments the agent will post on a single ticket, no matter how much activity it sees (default 20 comments) * **Max tokens** – the maximum length of each response (default 1024 characters) *limiting how many comments and tokens an ai teammate spends per ticket* 💡 Remember to click **Save** after making changes on any tab. ## Step 5: Deploy the agent Open the agent and go to the **Deployment** tab. Here you choose where the agent is present and control how it behaves in each channel or app. where an ai teammate is deployed across slack teams channels and apps ### Adding an agent to a channel If the agent is connected to a dedicated user account, it automatically appears in every channel where that account is already a member. You can control how the agent behaves in each of these channels from the Deployment tab. To add the agent to another channel: * Click **Add to channel** * Choose the Slack workspace and channel *adding an ai teammate to a slack channel so it joins the conversation* **Choose how the agent behaves in each channel:** * **Agent default** — follows the mode configured for the agent * **Mention** — responds only when @mentioned * **Autonomous** — can respond proactively without being mentioned * **Off** — does not listen or respond in that channel ![where an ai teammate is deployed across slack teams channels and apps](https://conclude.io/uploads/admin-console-agents-11-1.webp) ### Adding an agent to an app Agents can also work inside a Conclude app to help with tickets. There are two entry points. * **From the agent** – on the agent’s **Deployment** tab, click **Add to app** and select an app *adding an ai teammate to an app so it answers ticket comments* * **From the app** – go to **Apps in the Dashboard**, click the **Edit (pencil)** icon next to the app, open the **Agents** tab, and click **Add agent** which ai teammates an app uses and what each one responds to 💡 Agents are defined in the admin console; in the app editor you choose which of them respond in this app, and how. ### Configure how the agent responds in the app When you add an agent to an app, you can set the following: * **Interaction mode** — **Default** (use whatever the agent itself is set to), **Mention** (only when named in a comment), or **Autonomous** (unprompted) choosing whether an ai teammate waits to be mentioned or acts on its own * The events the agent **responds to**: **New ticket**, **Comment**, **Edit**, and **Conclude** *picking which ticket events an ai teammate responds to* ## Step 6: Test your agent * Go to a channel or ticket where the agent is deployed * @mention the agent (or post a relevant message if it is set to respond proactively) * Confirm it replies in the right tone, pulls from the correct knowledge, and respects your limits 💡 If the agent doesn’t respond, check that the provider secret is valid, the agent is deployed to that channel or app, and – for apps – that it has been named on the ticket and the right events are enabled in the app editor.