> ## Documentation Index
> Fetch the complete documentation index at: https://help.desk.min-ai.ar/llms.txt
> Use this file to discover all available pages before exploring further.

# Agents

> Creating, configuring and publishing an agent: instructions, knowledge, model, tools and versions.

In **Agents** there's a card per agent, with its status and how many conversations it's handling. To add one, tap **New agent**, give it a name (Sales, Aftersales…) and a color. It starts as a **draft**: you give it instructions and publish it.

Each channel has one agent that answers first; that's picked on the channel. See [How it works](https://help.desk.min-ai.ar/en/how-it-works.md#channels).

## Instructions

* **Name the customer sees**: how it introduces itself.
* **Instructions**: what it handles and what it doesn't, the company's policies (shipping, exchanges, warranties), the tone, and when to hand off to a person.

> [!TIP]
>
> Be concrete about when to hand off: «If they ask to talk to a person, or it's a complaint about an order that didn't arrive, hand the conversation off».

## Knowledge

FAQs, hours, prices, catalog, policies. The agent uses it to answer and **doesn't make up what isn't there**. Plain text is enough:

```text theme={null}
Hours: Monday to Friday, 9 to 6.
Shipping: nationwide, 3 to 5 business days.
Exchanges: within 30 days with the tag still on.
```

## Model

Pick the **Model API** (the provider, among those with a key in **Models**) and the model. Also:

| Setting | What it does | Default |
| - | - | - |
| **Effort** | How much it thinks before answering. Low is enough for most questions. | Low |
| **Maximum reply length (tokens)** | The cap on each reply. | 4096 |
| **Wait before answering (seconds)** | The silence it waits for to answer everything at once, since people write in bursts. | 4 |
| **Maximum steps per turn** | Model calls before handing off to the team. | 8 |

## Tools

What the agent can do in the conversation and with cases. **Reply** and **Hand off to the team** are **Always** on; you turn the others on or off:

* **Open cases**: log orders, complaints and questions to follow up.
* **Update cases**: status, priority, summary and tags.
* **Internal notes**: leave notes for the team.
* **Contact details**: save the customer's name and email.
* **History**: look up the customer's earlier cases.

Further down are the **Actions in your systems** (your [connectors](https://help.desk.min-ai.ar/en/setup/connectors.md)' actions) and the **AI consultants** (minai agents connected in [Integrations](https://help.desk.min-ai.ar/en/setup/integrations.md)).

## Saving, publishing and versions

While you edit, the bar at the bottom says **You have unsaved changes**. **Save draft** saves it without changing what customers see; **Publish** creates a new version and it answers with it from then on.

In **Versions** you see each version (**Published**, **Draft**, **Previous**), with its turns, handoffs and tokens over the last 7 days. **Restore** loads that version into the editor: then you save it as a draft or publish it.

## Deleting an agent

In **Versions → Delete agent**. The conversations it handles go to the team's queue; conversations and cases stay. The agent and its versions can't be recovered.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.