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Agents and capabilities

Agents​

An agent defines the experience presented to a user: identity, description, tone, instructions, connected knowledge, and the capabilities it can use.

Keep an agent focused on one coherent experience. Exact business transitions belong in capabilities or approved tools rather than being hidden in persona text. Assigned knowledge supports open-ended questions in the same conversation.

For a follow-up such as “I tried that, but it still does not work,” the agent can reopen a source found earlier, search the new symptom in context, and cite the source used in its reply. It must not treat an old excerpt as current access to a document: sources are checked against current assignments and revisions.

Optional details to capture​

In Goals & tools, a goal can assign existing datapoints under Details to capture. Select a typed definition and optionally describe how to recognize it. The agent remembers the detail when the participant provides it and asks only when it is needed to help or complete an action. Assigning a detail does not make it required or create a form.

Each goal supports up to 12 assignments; an agent supports 24 distinct datapoints across its goals. Values are scoped to an issue within the same conversation. Corrections update that issue's current value and retain evidence for inspection. These captures are separate from capability variables and do not grant tool access or establish current external business state.

Assign each detail to every goal that needs to capture or reuse it. A decision can use only details assigned to its selected goal. Related goals can share a definition and reuse a compatible current value from the same issue; selecting another goal does not make unrelated details available.

Use a capability when the request needs an authored sequence of collection, confirmation, branching or actions. A goal can reuse the same datapoint definitions without changing that capability's independently owned values.

Capabilities​

A capability represents one supported goal and contains:

  • a trigger goal and examples;
  • a sequence or graph of executable steps;
  • referenced datapoints, actions, and knowledge;
  • routing, retry, error, and escalation behavior;
  • optional structured card presentation.

The YAML DSL is the source of truth. Visual mode is an authoring surface over that DSL and must preserve constructs it cannot edit directly.

Use deterministic steps for exact output and business transitions. Use models for language understanding or generation only where probabilistic behavior is appropriate.

See the Capability DSL reference.