Agent Owners
Hand an agent's follow-up to business experts without making them administrators: they review its conversations, check its statistics and fix its instructions.
On this page
Why Agent Owners?
The people who can tell whether an answer is right are business experts: a hotline lead, a product manager, a department referent. They are usually not platform administrators. Every fix then goes through an administrator, who becomes a bottleneck, or the fix never happens.
An agent's Owners are the people in charge of following it up and improving it continuously. Without becoming administrators, they review their agents' conversations, check their statistics, handle their tasks in the Improvement Tracker and fix the instructions themselves.
What an Owner sees
An Owner gets into the admin console with a reduced menu, limited to their agents:
| Menu | What the Owner can do |
|---|---|
| Agents ("My agents") | See their agents and edit their Description and Instructions. For a Widget agent, they can also set the greeting message. |
| Conversations | Review their agents' conversations. |
| Insights | Check their agents' statistics. |
| Tags & Alerts | Manage their agents' tags and alerts. |
| Evaluation | Run and review their agents' tests. |
| Knowledge | Read, read-only, the documents of the knowledge categories linked to their agents. |
| Improvement Tracker | Handle their agents' tasks, if the feature is enabled. |
An Owner cannot change the agent's other settings (tools, knowledge sources, access, security), manage users, configure connectors, download documents or change organization settings.
Appointing an agent's Owners
Administrators only.
- In the admin console, open Agents, then click the agent.
- Open the Owners tab.
- Tick the users to appoint as Owners, untick those to remove.
- Click Save.
The change takes effect on the person's next page load.
Business rules
- Only administrators appoint or remove Owners. An Owner cannot appoint other Owners, even on their own agent.
- An agent can have several Owners, and a person can own several agents.
- An Owner must be a member of the organization. Any user of the organization can be appointed.
- An administrator appointed as Owner keeps their full administrator rights.
- Owners can be appointed on both Webapp and Widget agents.
- An Owner only sees their agents: other agents' conversations, statistics, documents and tasks stay hidden.
- Private conversations: on an agent whose conversations are private, Owners keep access to their content.
- Removing an Owner:
- their console access for that agent is removed right away; if they no longer own any agent, they are redirected to the chat;
- on a Webapp agent, they keep their chat access to the agent; to remove it, then use the agent's access settings.
- While someone owns a Webapp agent in restricted access mode, their chat access cannot be removed: remove their role in the Owners tab first.
- Being an Owner triggers no notification. Owners find their agents' poor answers in the Improvement Tracker.
- Owner changes are recorded in the agent's change history.