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A minai agent can be connected to your minai desk space. It connects from minai, by installing the minai desk plugin on an agent and choosing your space; only someone who administers the space can authorize it. We suggest a minai agent dedicated to this, with just the tools it needs: what reaches it comes from customers’ messages.

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The two kinds of access

AI consultant

Your agents consult it on cases they can’t resolve. It reads the consultation’s conversation and the customer’s history, leaves notes and updates the case. It never writes to the customer or approves actions.

Analysis and settings

It sees queues and metrics, reads conversations and each turn’s steps to review your agents, and proposes changes as drafts that a person publishes. It never writes in a conversation or publishes changes.

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How a consultation works

  1. On the desk agent, Tools → AI consultants, pick whom it may consult.
  2. In Integrations, fill in each consultant’s What it resolves (for example, «Payments, refunds and exceptions»): your agents read it to know when to consult it.
  3. When the agent consults it, the conversation shows Waiting for … until it answers. The consultant can answer, ask for something from the customer, be unable to resolve it, or pass it to the team. The agent stays in charge and is the only one who writes to the customer.
If the consultant doesn’t answer within the Consultation deadline (for the whole space or per consultant), the conversation goes to the team’s queue.

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Pausing and revoking

If the consultant stops answering notifications, it’s Paused: your agents won’t consult it until you tap Resume. Revoke removes its access at once and its open consultations end. To connect it again, install the plugin again from minai.