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.

Several agents on one line

A line can hold more than one agent. A clinic line can carry a scheduling agent and a billing agent. When a message arrives, CommSync picks the one agent that answers it. With one agent on a line, that agent answers, and nothing changes.

The Lines page under Agents shows every line and the agents on it. For each agent you write, in plain words, what it handles on that line, and optionally a few example phrases a customer writes. A router reads those descriptions and the last few messages, then picks one agent per message. The router keeps a conversation with the agent that already handles it unless the new message clearly belongs to another agent's task. So a "thanks" stays with the scheduler, and "can you send me the invoice" moves to billing.

The agent that handles a conversation can go on hold for a time: its quiet hours, its consecutive-reply limit, or its daily cap. The conversation stays with that agent. Another agent on the line answers only a message that clearly asks for its own task. CommSync leaves a "thanks" or a "yes" for a person, and the default agent does not take it. The owner answers again when its hold ends. The Activity tab of that agent shows Owner on hold.

Two settings on each line decide the edge cases:

• Default agent. The agent that takes a message no task fits.
• When nothing matches. Send it to the default agent, or leave it for a person.

When the router cannot decide, it keeps the current agent, else it uses the default. When the router does not answer and no agent can take the message, CommSync retries a few times. The Activity tab shows the failed attempt. Every routed turn shows why on the agent's Activity tab and in Approvals: "Routed from Front desk: customer asked for an invoice".

When a conversation moves from one agent to another, the new agent sees two things. It sees what the previous agent knew about that contact, and what it last said. The customer never has to repeat themselves. Each agent keeps its own memory; one never writes into another's.

The routing decision is a small AI call, and it draws from your workspace's AI credits like every other run. It runs only when two or more agents on a line can answer the message. It also runs when the agent that handles the conversation is on hold and one other agent can answer.

What agents never answer

Some messages must reach a person, even when an agent can answer them. The Lines page gives you two ways to say so.

• Always a person. Each line carries a never-reply policy: a short description, a list of phrases, or both. A match means no agent answers. This holds on a line with one agent as much as on a shared line.
• Never handles. Each agent on a line also carries what it never handles there. A match takes that agent out of the running. Another agent on the line can still answer.

Common entries for the line policy are a legal threat, a medical emergency, a press inquiry, an unsubscribe request, and a complaint about a named employee. The default agent and the "when nothing matches" choice never override the line policy.

A phrase matches word for word, without regard to case. "press" never matches "express". The phrase check runs before any agent reads the message, so it costs nothing. The description needs a read. On a shared line the router reads it as part of the routing decision. On a line with one agent CommSync runs one small check before the turn. Both draw from your AI credits like every other run. When that check does not answer, CommSync retries, and no agent replies unchecked.

Every one of these decisions shows on the agent's Activity tab. Explain this decision opens the record. It shows what happened, how CommSync decided, the reason, and the confidence of a router read. It also says whether that read drew on your credits.

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.

Safety check

When an agent sends by itself, it can check each reply first. Pick how careful the agent is when you create it, or later in Settings → Safety check:

Level	What happens
Hands-off	No check. The agent sends what it writes, and you are responsible for what it says.
Check links (default)	A reply waits for you only when it has a link that the agent did not see. The sources are the conversation, the instructions, your knowledge, and its tools. It costs nothing.
Careful	Also holds a reply that promises money, gives advice, states something the agent cannot back up, sounds rude, or touches a reserved topic. It uses a small amount of AI credit.

A held reply goes to Approvals with the reason, and one click sends it. The check never changes a reply. In draft-first mode every reply waits for you anyway, so the check does not run.

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.
• A takeover pauses the conversation for every agent on the line. That covers an agent you attach later.
• 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.
• Punctuation does not change a keyword: Stop., STOP!! and stop all count.
• BAJA, ARRET and PARAR count too.
• A request in plain words pauses the agent. An example is "please do not text me anymore".
• That text is not a carrier keyword, so CommSync adds no permanent opt-out.
• CommSync pauses the agents on that conversation and leaves it for a person.
• The activity feed shows Contact seems to want no more texts.
• If the check was wrong, resume the agent from the conversation.
• Rate limits. A daily cap per conversation and a consecutive-reply limit stop runaway conversations.
• On a group thread the cap counts the whole conversation, not each person on it.
• 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 messages only. CommSync ignores a trigger older than one hour.
• So a delayed sync or history import cannot produce a surprise reply.
• Group texts stay off. Agents never reply to a group text.
• Group email is off by default. You turn it on per agent, below.
• Budget. Agent replies draw from the same organization AI budget as every other feature in CommSync AI.
• When the budget runs out, agents stop.

Group email

An email thread with several people on To and Cc is a group thread. By default an agent stays out of it. Two switches on the agent's Settings page change that:

• Take part in group email threads. When on, the agent replies to everyone on the thread, like Reply all.
• It leaves off its own line and every address on its opt-out list.
• It also leaves off every automated sender. A ticket system on Cc never gets an agent reply.
• The reply lands in the same thread for every participant.
• Reply when the line is only on Cc. Off by default.
• A Cc usually means someone looped the line in to watch, not to answer.
• When off, the agent replies only when its address is on To.

In a group thread the agent sees who wrote each message, by name and address. It addresses the person who wrote the newest one. The guardrails above still hold. The human right-of-way rule still stands: a teammate who replies first stops the agent.

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. The workspace monthly spend cap pauses agents the same way. When the workspace reaches the cap, agents stop for the rest of the month, together with every other AI feature. The approval queue shows those skipped turns with the reason Workspace monthly AI spend cap reached. So you can tell a cap from an empty balance. No message disappears: every one still lands in the inbox as usual for your team to handle.

A reply an agent sends counts as your reply on Home. When the agent answers an ask, the to-do for that ask closes on the next AI pass, exactly as if you had replied yourself.

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

The "Sent from CommSync" footer

Each agent has its own switch for the Sent from CommSync footer, on the Persona card of its settings page. The switch is on for a new agent. When it is on, every email the agent sends ends with the same small Sent from CommSync line, after the agent's signature. Turn the switch off to send without the branding.

Your own account has the same switch, and it adds the same line to your email. Find it under Settings → Account, in the section for email preferences. The footer applies to email only. An SMS never carries it.

The create wizard asks for the switch as well. An agent created before this release keeps the footer off until you turn the switch on in its settings.