Setting up an Internal Agent

Internal agents help staff find answers quickly - HR policies, IT procedures, company information - without exposing that content to contacts.

Use Cases

• HR - Policies, benefits, leave, onboarding
• IT - How-to guides, troubleshooting, access requests
• Company - Org structure, who to contact, processes

Visibility Rules

Internal content must not appear in the contact-facing widget.

Internal-Only Folders

1. Create a folder (e.g., "Internal HR")
2. Set visibility: Internal or Internal persona only
3. Add documents with internal policies

Content in internal folders is never used when answering contact chat.

Internal Persona

Create a persona with type Internal:

• Used in internal tools (e.g., staff portal, Slack bot)
• Not exposed via the public widget
• Can access internal-only folders

Access Control

• Internal agents are typically accessed via:
  • Staff portal or internal app
  • Slack/Teams integration
  • Internal chat interface
• Ensure only authenticated staff can reach the internal agent
• Do not embed the internal persona in the public widget

Agent Types in Persona Catalog

When creating a persona, choose Internal from the agent type options:

• Support - Contact-facing
• Sales - Contact-facing, sales focus
• Internal - Staff-only, internal content

Best Practices

• Keep internal content in separate folders from contact content
• Use clear naming (e.g., "Internal - HR Policies")
• Review visibility rules periodically
• Don't mix contact and internal content in the same folder