Agents overview

Marno is the lead agent for every customer ticket. It searches its own knowledge, decides whether to answer or clarify, and asks a live specialist when the question matches that specialist’s job. Each specialist owns its knowledge and connected apps. Other agents use that work by asking the specialist. Specialists return an internal brief; Marno writes the customer-facing reply.

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Your roster

Open Agents to see:

• Marno, the built-in lead agent
• built-in and custom specialists
• whether each specialist is Live or Paused
• each agent’s job and recent activity

Marno cannot be paused or deleted. A paused specialist stays on the roster but does not take consultations. The plan sets the specialist limit. Free includes none, Standard includes 2, and Premium and Business include 10.