AI Agents
An Outrun agent is an AI worker built from a template and configured for one job, such as answering website chat or drafting email replies. This page explains the templates and the parts of an agent, so you can choose and configure the right one.
Agents live in the sidebar under Automation > AI Agents. The page has an Agents tab, a Knowledge tab for knowledge bases and a Corrections tab for reviewed examples.
Templates
Every agent starts from a template. When you select Create Agent, you can pick one of these templates, search for one with Find Template, or select Start Blank.
| Template | Template | Template |
|---|---|---|
| Activity Digest | Assurance Reviewer | Customer Service Agent |
| Customer Success Agent | Daily Account Review | Daily Agent Job |
| Data Entry Agent | Deal Follow-up | Delivery Engineer |
| Executive Assistant | Lead Qualification Agent | Lifecycle Follow-up |
| Outbound Prospecting | Pre-Sales Agent | Proactive Nudge |
| Proactive Nudge Scan | Product Lead | Release & Customer Steward |
| Sales Closer | UX Design Lead | Workspace Setup Assistant |
Each template card shows what the agent does and which sources it needs. See setting up agents for the steps.
The parts of an agent
Open an agent from the Agents tab to configure it.
| Part | What it controls |
|---|---|
| Sources | Where the agent listens for messages and sends replies. |
| Reply to Sources | Which messaging sources the agent may reply on. |
| Agent Goals | On the Pre-Sales, Lead Qualification, Sales Closer, Customer Service and Customer Success agents: up to 4 goals, each with a Name, Instruction, Success criteria and optional Scheduling Link. |
| Agent Instructions | Your own rules for this agent. They are added on top of the template and apply only to this agent. |
| Knowledge | The knowledge groups the agent searches when it responds. |
| Tools | Actions the agent can take while it works, such as sending email or using a connected calendar. |
| Settings | Template settings, including human review on templates that offer it. |
Every agent also follows the workspace-wide Agent System Prompt, and the workspace style guide unless you turn it off for that agent. See knowledge bases.
Outrun gives each new agent a name. To change it, select Rename on the agent's page. The chat widget shows the agent's name on its replies.
Human review
Customer-facing agents can hold their drafts for a person to approve. Review is on by default for most of them. Approved and edited drafts become examples that the same agent uses for similar messages later. See human-in-the-loop review.
Several agents on one source
When two or more agents reply on the same source, Outrun routes each incoming message to one of them. The Customer Service, Lead Qualification and Sales Closer agents also have Routing Criteria, which limit the messages they accept. See agent groups.
Customise an agent
To change an agent's workflow directly, select Customise on the agent's page. Outrun converts the agent into a workflow, moves it to Workflows and removes it from AI Agents. See the workflow reference.
Recommended first deployment
- Pick one template and one outcome you can measure.
- Attach only the sources, knowledge and tools the job needs.
- Keep human review on.
- Test a typical case and an edge case.
- Review the drafts and fix the agent's instructions or knowledge where it goes wrong.
- Widen the agent's scope only after it performs well.
