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Agents are automated workflows. Each agent has a trigger, a series of steps on a visual canvas, and a run history. Think of an agent as a playbook that runs itself: “when a customer’s health drops, gather context, draft an outreach, and ask me to approve it.”

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Creating an agent

From the Agents page you can build manually or describe what you want in plain language — for example, “When an opportunity closes won, create an onboarding project and notify the CSM on Slack.” The AI builder picks the trigger, selects tools, drafts instructions, and wires the canvas. It may ask one clarifying question, and it warns you if a similar agent already exists. You land on the canvas with an AI chat panel open — keep describing changes and accept or reject each proposed edit.

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Triggers

TriggerFires when
Record CreatedA new record is created in the selected object (with optional field conditions)
Record UpdatedAn existing record changes
ScheduleOn a cadence (daily, weekly, quarterly, or every N days) for a customer segment
Slack MessageA message is posted in a mapped customer channel
Health ScoreA customer’s health bucket changes (optionally to a specific bucket)
Record triggers support filter conditions (equals, contains, greater than, is empty, and so on) and enrollment control — run once per record, or re-enroll every time.

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Steps

Steps come from a searchable palette, grouped into:
  • AI — run a skill with structured input and output.
  • Decision — If/Else branching, Switch routing by field value, and Review: pause until a human approves (approvals show up in Actions).
  • Actions — send a Slack message or DM, create an AI notebook, create or update projects, tasks, and milestones, create/update/delete records, send a webhook, or run an App Action in a connected app like Gmail or Google Calendar.
  • Lookups — read customer data (health scores, calls, revenue, usage, contacts, tickets, and more) to feed later steps.
For user-scoped apps (Gmail, Calendly), you choose who the action sends as: the record’s CSM owner, a specific teammate, or whoever published the agent. Deleting records requires a Review gate.

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Template agents

The trigger, step, lookup, and action primitives combine into playbooks for most customer-facing workflows. These five are the ones teams reach for first — each is buildable today from the palette above, either by hand or by describing it to the AI builder.
AgentHow it’s builtWhat it does
Churn save playHealth Score trigger (bucket drops) → Lookups (health, calls, usage) → AI skill to draft outreach → Review → Slack DM to the CSMCatches a health decline the moment it happens, packages the context, and puts a ready-to-send message in front of the owner for approval. See Identifying at-risk customers.
Onboarding kickoffRecord Updated (opportunity → Closed Won) → create onboarding project with tasks and milestones → notify the CSM on Slack → App Action to send a welcome emailTurns a won deal into a fully scaffolded onboarding plan and a first-touch email, with no manual setup.
Renewal prep briefSchedule (N days before renewal) → Lookups (revenue, contracts, usage, health) → AI notebook for a renewal brief → Review → assign a prep taskGives the owner a data-backed renewal brief on a predictable cadence, ahead of every renewal date.
Slack signal triageSlack Message trigger (mapped customer channel) → AI skill to classify and summarize → If/Else branch → create an Action and DM the owner on risk, or log a note otherwiseReads every customer channel message, routes the urgent ones to a human, and quietly files the rest.
Expansion spotterSchedule or Record Updated (usage crosses a threshold) → Lookups (usage, contacts) → AI skill to spot the opportunity → Review → draft outreach via App ActionSurfaces accounts ready to grow and drafts the expansion outreach for review.
Use cases these unlock: churn prevention and account saves, hands-off onboarding, renewal and QBR prep, revenue expansion, support escalation, and scheduled executive or segment reporting — anywhere a repeatable “when X happens, gather context and act” playbook applies.

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Publishing and runs

Agents are drafts until you publish; each publish creates a version. You can test-run from the builder before going live, and pause an agent by toggling its status. Run History shows every run with its status (Pending, Running, Awaiting Review, Completed, No Action Taken, Failed, Cancelled), version, whether it fired automatically or manually, and a full step-by-step trace. Running or paused runs can be cancelled.

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FAQ

Only if you build it that way. Add a Review step before any outbound action and the run pauses until someone approves it in the Actions inbox.
Each customer in the segment runs once per cadence window — a daily agent won’t run twice for the same customer in a day.
No. Agents are built on a visual canvas, and the AI builder can assemble one from a plain-language description.