Early Preview: This article describes a feature that has not yet been released. It is currently under active development and is subject to change. The final implementation may differ significantly from what is described here.
An AI agent is a virtual agent seat that represents an AI system within your LiveAgent account. Unlike human agents, AI agents have no email address, login credentials, or password — they exist solely to give automated AI work a clear, named identity inside your account.
When an AI work workflow runs on a ticket, it acts as a specific AI agent. That agent's name appears in the ticket activity history, in reports, and in agent-facing views, so your team can always tell which actions were performed by a human and which were performed by an AI.
Creating an AI Agent
- Go to Configuration > AI > AI Agents.
- Click Create AI Agent.
- Fill in the details:
- Internal name (required) — The name shown to your agents and in the admin panel. Choose something descriptive, such as Triage Bot or Auto-Resolver.
- Public name (optional) — The name shown to customers in chat or email replies if the AI sends a message. If left blank, the internal name is used.
- Role (required) — Controls which actions the AI agent is permitted to perform. Use the standard Agent role for most automated workflows, or a custom role if you need to restrict or expand specific permissions.
- Click Create.
After creation you can assign the agent to specific departments to which the AI agent should have access to and also assign different department roles for the agent.
Note: Each AI agent seat contributes to and uses your account's shared tool call budget — the same pool used by AI Work executions. See the AI Work article for how the budget is calculated and what to do if executions start hitting the limit.
How AI Agents Differ from Human Agents
| Property | Human agent | AI agent |
|---|---|---|
| Login / email address | Required — used to sign in | None — AI agents cannot log in |
| Password | Required | None |
| Appears in ticket history | Yes | Yes — under the AI agent's name |
| Can be assigned tickets manually | Yes | No — work is triggered only through rules |
| Display name | Yes | Yes |
| Department assignment | Yes | Yes |
| Role & permissions | Yes | Yes |
Using AI Agents in AI Work Rules
Every AI work rule action requires an Agent selection. This is where you choose which AI agent the workflow will act as when it processes a ticket. The selected agent's name is recorded in the ticket's activity log for every action taken — tag added, ticket resolved, assignment changed, and so on.
It is good practice to create one AI agent per distinct automated role in your support operation (for example, one for triage, one for auto-resolution, one for escalation) so that the activity history remains readable and reports can be filtered per workflow type.
Managing AI Agents
From the agent's detail screen in Configuration > AI > AI agents you can:
- Change the internal name or public name
- Change the agent's global role
- Add or remove department assignments, with a separate role per department if needed
- Delete the agent — note that deleting an AI agent does not affect past execution records, but any AI work rules that reference this agent will need to be updated to use a different agent