Agents overview
Understand what an Infra One agent is, where it can work, and how its configuration, knowledge, team, and channels fit together.
An Infra One agent is an AI participant configured for an organization. It can talk with website visitors, work alongside your team, answer in connected Slack channels, and act as the controlled language layer inside an Automation.
The Agents service is the administrative surface for that identity. It owns the agent’s system prompt, model settings, teammates, knowledge sources, availability, avatar, and channel connections.
You need organization-admin access with permission to manage agents. If
agents.infra.onereturns a not-found page, the service may not be enabled for your organization or your account may not have access.
What an agent contains
| Part | What it controls |
|---|---|
| Name and avatar | The identity people see in agent-supported surfaces. |
| System prompt | The durable administrator instruction that defines role, boundaries, and behavior. |
| Model settings | The model, maximum output size, and response variability. |
| Team members | Organization members who automatically join every new website chat room for that agent. |
| Knowledge sources | Successfully fetched, enabled URLs added to website-chat context only. Slack and Automation runs do not receive their content. |
| Enabled state | Whether the agent may participate. Disabling is reversible. |
| Channel bindings | Slack direct-message and channel assignments. Website chat is organization-scoped through embed keys. |
A real crop from the documentation-safe organization; no agent prompt, customer content, or Slack messages are included.
Where agents work
Website chat
Website chat uses a publishable embed key that identifies the organization, not a particular agent. For a new room, Infra One selects the organization’s oldest enabled agent, using its creation time and then its ID as the deterministic order. With no enabled agent, a new room cannot start.
The selected agent and its team are added when the room is created. Infra One resolves the organization’s oldest enabled agent again for later turns, but a reply can be sent only when that resolved agent is already a member of the room; Infra One does not add a replacement agent to an existing room. Disabling or retiring the room’s agent therefore stops agent replies in that room, and newly created rooms use the next-oldest enabled agent. Re-enabling an older agent that is not already in the room can also make the room silent even while its original agent remains enabled; new rooms then use that re-enabled agent as the current oldest choice.
Normal browser requests must present an origin listed on the key. This is a browser-facing embedding restriction, not visitor authentication or proof that a request came from the listed site: the key is public, and a non-browser client can supply an allowed Origin header. Team members assigned to the selected agent auto-join a new website chat room when it is created.
Slack
A connected Slack workspace can bind direct messages to one agent and individual channels to agents. A channel binding has a mode:
- Mentions lets the agent respond when it is mentioned.
- Off preserves the binding while stopping participation.
Automations can also use an enabled, channel-bound agent to post one generated message without waiting for a conversational mention.
Automations
The Agent message action is deliberately narrower than a chat. It runs one configured agent against one incoming JSON object, with administrator-authored trusted instructions, and posts the result to one bound Slack channel. The incoming object is evidence, not instruction.
Lifecycle and safety
Creating, disabling, and retiring are different operations:
- Create establishes the agent identity and initial system prompt. An agent created through New agent starts enabled.
- Disable pauses the agent without deleting its configuration.
- Retire soft-deletes the agent identity, disables its configuration, removes it from room memberships and every agent team, and preserves the identity record and historical messages. Retirement requires typing the agent name and cannot be undone from the Agents page.
Retirement retains the agent's message and conversation history. It does not clear Slack direct-message or channel bindings. Repoint retained channel bindings before or immediately after retirement. The workspace default direct-message assignment can be changed for not-yet-adopted DM channels. An already-adopted DM cannot be rebound on the reviewed Agents surface and remains silent after its recorded agent is retired.
Disconnecting Slack is also different from deleting the Slack integration. A disconnect keeps the direct-message assignment, channel setup, and mirrored history. Reconnecting the same workspace restores that setup; connecting a different workspace drops workspace-local assignments. Deleting the integration removes the connection, channel assignments, and mirrored conversations, but it does not retire the organization’s agents.