Before You Start
Before creating a deployment:- Create and configure an agent
- Connect the integration you want to deploy to
- Test your agent in the playground
Creating a Deployment
1
Navigate to Deploy
Go to Deploy in your dashboard.
2
Click Create Deployment
Click Create Deployment to open the configuration.
3
Select Agent
Choose which agent will handle conversations.
4
Choose Trigger
Select the channel and events.Channel: Zendesk, Slack, Intercom, etc.
Events: New ticket, message received, etc.
5
Configure Filters (Optional)
Narrow when the agent responds:
- Channels/Groups: Specific Slack channels or Zendesk groups
- Tags: Only tickets with certain tags
- @mention only: Only when the bot is mentioned
6
Select Mode
Choose how the agent responds:
- Live: Responds directly to customers
- Shadow: Drafts for human review
- Testing: Runs in isolation
7
Save and Activate
Click Create to save. Set status to Active to start.
Configuration Details
Agent Selection
Choose the agent that will handle incoming messages:- Agent’s runbook/workflow defines behavior
- Agent’s knowledge determines what it can answer
- Agent’s guardrails define safety constraints
Trigger Configuration
Channel
Select the connected integration:- Only integrations you’ve connected appear
- Must have agent channel capability (not just knowledge)
Events
Select which events trigger the agent:| Channel | Common Events |
|---|---|
| Zendesk | Ticket created, Comment added, Internal note |
| Slack | Channel message, Direct message, App mention |
| Intercom | Conversation created, Customer replied |
Filters
Narrow the scope of the deployment:Channel Filters
Respond only in specific channels:Tag Filters (Zendesk)
Respond only to tickets with specific tags:@Mention Only
Only respond when explicitly mentioned:- Useful for shared channels
- Prevents unwanted responses
- Customer must @mention the bot
Mode Selection
| Mode | Use Case |
|---|---|
| Shadow | New deployments, building confidence |
| Live | Validated, ready for customers |
| Testing | Debugging, experimentation |
After Creating
Activate the Deployment
Deployments are created in “Paused” status. To activate:- Click on the deployment
- Toggle status to Active
- Agent begins processing messages
Monitor Performance
After activation:- Go to Analyze → Runs to see activity
- Check response quality
- Review any escalations
- Watch key metrics
Iterate
Based on results:- Adjust agent configuration
- Refine filters
- Update guardrails
- Graduate from shadow to live