What is a Deployment?
A deployment is the connection between:- An agent — What responds
- A trigger — When to respond
- A mode — How to respond
Deployment Components
Agent
The configured AI that handles conversations. Includes:- Runbook or workflow
- Knowledge access
- Guidelines and guardrails
- Classification settings
Trigger
What causes the agent to activate:| Component | Examples |
|---|---|
| Channel | Zendesk, Slack, Intercom, Discord |
| Event | New ticket, message received, comment added |
| Filters | Specific channels, groups, tags |
Mode
How the agent interacts with customers:| Mode | Behavior |
|---|---|
| Live | Responds directly to customers |
| Shadow | Drafts responses for human review |
| Testing | Runs in isolation for validation |
Status
- Active — Deployment is running
- Paused — Temporarily disabled
Deployment Lifecycle
Multiple Deployments
You can create multiple deployments for flexibility:Same Agent, Different Channels
Different Agents, Same Channel
Different Events
Deployment Cards
Each deployment card shows:- Agent name — Which agent is deployed
- Trigger — Channel and events
- Mode — Live, Shadow, or Testing
- Status — Active or Paused
- Metrics — Recent activity
Best Practices
Start in Shadow Mode
New deployments should start in shadow mode:- Agent processes real messages
- Responses saved as drafts/internal notes
- You review before going live
- Build confidence, then switch to live
Monitor Closely Initially
After going live:- Check run history frequently
- Watch for unexpected behavior
- Review escalation rates
- Gather customer feedback
Use Filters Strategically
Start narrow and expand:- Deploy to one channel first
- Expand to more channels when confident
- Use tag filters to control scope
Next Steps
Create Deployment
Deploy your first agent
Deployment Modes
Understand live vs shadow
Triggers & Events
Configure when agents respond