Brand-specific context
Configure an agent for the business and brand it represents.
AMS · Connected business workflows
AI agents — Your knowledge. A more useful reply.
Give a brand agent the context to help with conversations and choose how it behaves on each channel.
Who this helps
Teams setting up AI assistance for customer conversations on a particular brand’s channels.
The situation
Repeated availability questions need consistent business context, but the team wants to review answers before they reach customers.
Fictional example: the Autumn collection guide supports Instagram suggestions, while WhatsApp remains Off. This website example makes no live changes.
Follow the example, step by step
Provide the business facts
- What you do
- Add and review the brand’s collection guide, including launch timing and product context.
- What changes
- The knowledge panel identifies the material intended to support answers.
- Why it helps
- The agent has a defined business context to work from.
Choose behavior per channel
- What you do
- Set Instagram to Suggest and leave WhatsApp Off for this example.
- What changes
- The channel policy shows different modes for the two connected-channel contexts.
- Why it helps
- Assistance can be introduced where the team is ready to supervise it.
Review an answer in context
- What you do
- Inspect the suggested response to Lina’s collection-availability question.
- What changes
- The customer question and proposed answer appear together.
- Why it helps
- The team can check whether the guide supported a useful, accurate reply.
Keep the person responsible
- What you do
- Have the responder correct or approve the suggestion before sending.
- What changes
- The illustrated conversation reaches Reviewed & sent under human review.
- Why it helps
- The team retains control over this customer-facing answer.
What your team gains
The team can define what the agent knows and where it may assist, while keeping human review in the demonstrated workflow.
Ground the agent in selected knowledge and choose where people review its suggestions.
Inside AI agents
Knowledge sources
Review extracted source content before using it as agent knowledge.
Per-channel behavior
Choose Off, Suggest or Auto for supported channels.
Suggested replies
Let people inspect and edit a proposed response before sending it.
Human handoff
Make room for a person to take the conversation forward.
Access & provider settings
The agent operates within configured tools, permissions and available integrations.
Questions and requirements
Is this the same assistant I use for workspace tasks?
No. A brand agent assists customer conversations using brand context and channel settings. The workspace AI assistant helps the signed-in user with their own permitted work.
Will the agent automatically answer every channel?
No. Off, Suggest and Auto are explicit channel settings, and provider capabilities still apply. This example uses Suggest with human review. AI needs a configured provider; usage charges and quotas depend on the setup.
Requirements and limits
AI requires a configured provider; availability, quotas and provider charges depend on your workspace setup. AI responses can need correction. Auto mode is an explicit configuration, not the default behavior demonstrated here.
Understand the next tool here
Read how each connection helps before choosing whether to open another page. Moving between tools does not itself configure an automatic handoff.
Social inbox — read how it fits
Review and handle the customer conversation where a permitted suggestion is used.
Bring supported brand conversations into a shared place for the people handling them.
Fictional example: Lina asks Forma Studio whether the collection is available in store; Nour reviews a suggested reply.
Before you use it
Inbox requires a paid plan. Supported message types, reply windows and channel capabilities vary by provider.
Optional: explore the full Social inbox story ↗AI assistant — read how it fits
Use the separate workspace assistant when the request concerns your own tasks or accessible records.
Use a conversational assistant to help with the AMS work you are authorized to access.
Fictional example: a teammate asks, “Find the Autumn launch project,” and sees an illustrative accessible result.
Before you use it
AI needs a configured provider. Available tools vary with permissions and configuration. The visual is a website explanation, not a recorded assistant execution.
Optional: explore the full AI assistant story ↗