Smart Agents

Smart Agents help carry out recurring operational steps within defined triggers and permissions. The goal is to turn follow-up and routing work into visible rules, not to create an opaque automation layer.

They fit operations teams that need the same rule for recurring work such as lead routing, task creation, or standard follow-up.

Agent roster and knowledge base: Each agent gets its own system prompt and a knowledge base fed by documents, websites or FAQs. You try it out in the test chat before going live. Write permissions: An agent can only perform the actions you tick: opening a task, updating a lead status, sending a WhatsApp message. Everything else stays out of reach. Approval policy and autonomy: Choose between human approval, reversible auto and fully automatic. Autonomy by topic lets sensitive subjects carry a rule of their own. Safety guardrails: Forbidden topics, things never to reveal, conditions for escalating to a human and a blocked-action list add a second boundary on top of permissions. Deterministic playbooks: Define steps that run in order, a trigger and a condition; the agent follows the flow you wrote instead of deciding freely. Dry-run simulates it first. Preview, cap and audit trail: Run with no write side effects, set a monthly credit cap, and follow every execution and everything awaiting approval from the history.

Catching leads that arrive overnight. Leads dropping in from the form at night used to wait until morning. When a new lead arrives the agent runs the playbook, tidies the record, opens a follow-up task and sends the first message. Critical actions such as sending a quote wait in the approval queue, and the rep starts the day by clearing that list.

Choose one low-risk recurring step. Define the trigger, owner, and reversal path explicitly. Start in a limited scope and review outcomes and exceptions.

An agent cannot exceed permissions it has not been given. Customer communication, money movement, and policy changes that require approval should not be automated without human control.

The verified industry scenario for Smart Agents is Digital Agency. The industry page shows that end-to-end workflow. Other products used alongside it in the same scenario: GEO Visibility.