Agents

An Agent is an AI teammate your organization configures once and attaches to specific lines — a phone number, an email address, or several of each. When a message arrives on one of those lines, the agent reads the conversation, looks up whatever context it needs, and handles the reply.

Typical agents:

• a receptionist that answers common questions and routes the rest to you
• a scheduler that handles "can we do Tuesday instead?" back-and-forth
• a campaign responder that fields replies to an outbound text campaign
• a support agent that answers from your own knowledge

The channel whitelist is the boundary

An agent only ever acts on the lines you explicitly attach. When you attach a line, it does two things at once. The agent starts to listen for new inbound messages on it, and gains permission to send from it. It has no access to any other line, and only one agent can hold a line at a time.

Agents read the files people send

A conversation is more than its text. When a contact sends a PDF, a photo, or a document, the agent can open it before it answers:

• Documents — the agent reads the extracted text of a PDF, a Word file, a spreadsheet, or a scan.
• Images — the agent can look at a photo or a screenshot, not just read its OCR text.
• Search — the agent can find an earlier file in the conversation's history by name or by content.

So "here is a photo of the broken part" or "see the attached invoice" gets a grounded answer instead of an escalation. The whitelist still applies: an agent only sees files on the lines you attach to it. When a file does not open or stays ambiguous, the agent escalates to a human rather than guess.

Autonomy modes

Every agent runs in one of three modes:

Mode	What happens
Draft-first (default)	The agent writes a reply and parks it in the approval queue. CommSync sends nothing until a person approves, edits, or rejects it.
Supervised	The agent sends on its own, but hands anything it is not confident about to a human rather than guess.
Automatic	The agent sends everything it can on its own and escalates only when it gets stuck (guardrails still apply).

New agents start in draft-first mode on purpose. If you watch the approval queue for a few days, you can calibrate the instructions before you let it send freely.

Guardrails

CommSync governs agents; it does not just prompt them. Independent of the AI, every turn passes a hard gate:

• Human right-of-way. If a teammate replies to a conversation first, the agent stands down.
• Anyone with access to a thread can also take the conversation over.
• The sparkles button in the thread's header shows which agent covers the line.
• Take over this conversation or Resume sits one click away.
• When a draft-first agent has a reply queued on that conversation, the same menu shows it inline.
• You can approve or reject it from the thread, with no need to leave it.
• Machine-mail immunity. Agents never reply to senders CommSync recognizes as automated systems, promotions, or spam.
• This keeps your agent out of a loop with someone else's robot.
• Opt-outs are permanent. A texted STOP (and friends) puts the sender on the agent's opt-out list immediately, before any AI runs.
• Rate limits. Per-contact daily caps and a consecutive-reply limit stop runaway conversations.
• Quiet hours keep the agent silent overnight, if you set them.
• CommSync skips a message received during quiet hours; it does not save it for an automatic morning reply.
• The message stays in the inbox for your team.
• Fresh one-to-one messages only. Agents do not reply to group conversations.
• CommSync ignores a trigger older than one hour, so a delayed sync or history import cannot produce a surprise reply.
• Budget. Agent replies draw from the same organization AI budget as every other feature in CommSync AI.
• When the budget runs out, agents stop.

Teach it your business

Instructions tell an agent how to behave; knowledge tells it what is true. On the agent's Knowledge tab you can add two kinds of sources, shared across your whole workspace:

• Documents — upload a PDF, Word file, spreadsheet, or plain text (price lists, policies, FAQs, service menus).
• Each file tops out at 15 MB.
• Your website — give it your site's address.
• CommSync reads the public pages it links to, so the agent can answer from the same information your customers see.

Once a source shows Ready, tick the checkbox to attach it to the agent. From then on, the agent looks up facts in its attached sources before it answers. When it cannot find an answer there, it escalates to a human rather than guess. Each agent only answers from the sources you attach to it, so a billing agent and a support agent can work from different material.

Connect the tools you already use

Beyond knowledge, agents can use external tools — services your business already runs, like a project tracker, calendar, or ticket system, connected over MCP. Connections belong to your workspace, not to one agent. Set a server up once on the MCP page (also under Settings → MCP), then assign it to every agent that needs it. Ask can use workspace connections too.

• Browse the full catalogue at Agents → Catalog.
• It shows every verified server in a card gallery with categories, search, and pagination.
• Connect a server in a click, or add a custom server that your own team runs.
• A custom server can carry an access token if it needs one.
• CommSync stores that token encrypted and never shows it again.
• Need two accounts on the same service? Connect the server twice.
• Enable only the tools you want. When you connect a server, it enables nothing by itself.
• Open it, and CommSync lists every tool the server offers, so you can tick exactly the ones to enable.
• Anything unticked stays invisible to every agent, even if the server adds new tools later.
• Assign connections to agents. Each agent's MCP tab picks which workspace connections it carries.
• A receptionist and a dispatcher can use different tools from the same workspace.

Two things stay true no matter what you connect:

• The agent can never message anyone through an external tool.
• Tools let it look things up or act on other systems.
• Every reply to a contact still goes through its normal reply pipeline.
• That pipeline includes the approval queue in draft-first mode.
• CommSync records every external tool call on the turn's Activity trace.
• You can always see what the agent looked up, and when.

Every turn is auditable

Each time an agent acts, or deliberately declines to, CommSync records the turn on the agent's Activity tab. The record shows the message that triggered it, what the agent looked up, what it drafted or sent, and why it skipped a turn. If a reply ever surprises you, the answer to "why did it say that?" is one click away.

Your daily brief keeps you posted too. On days your agents were active, the brief includes a short stat line. It shows how many conversations they handled and how many drafts sit in the approval queue. Quiet days add nothing.

After a successful send, the agent keeps a short private memory for that contact: durable preferences, commitments, and open items rather than a verbatim transcript. It uses that summary in later conversations with the same contact.

Plan limits

Agents are a plan feature with one limit: how many agents your organization can have. The cap is org-wide, not per seat.

Plan	Agents
Starter	0
Pro	1
Power	5

There is no monthly cap on how much your agents can do. Agent replies are usage-based. Each time an agent actually engages the AI to handle a message, that run draws from your workspace's pooled AI credits. That is the same allowance that powers labels, the Daily Brief, and Ask. The guardrail checks that happen before the model — skipped senders, quiet hours, opt-outs, human right-of-way — never reach the AI and cost nothing.

If the workspace's included credits and purchased balance both run out, agents pause along with the rest of CommSync AI. They resume when credits refresh or a top-up lands. No message disappears: every one still lands in the inbox as usual for your team to handle.

The Agents page shows owners and admins where the organization stands. The Usage tab breaks down each agent's outcomes and model spend over the last 7, 30, or 90 days. It covers replies sent, escalations, and drafts not yet approved.

How to set up an agent