What an AI agent does

An AI agent is a $15/seat team member that can respond to customer tickets automatically, look up information using the integrations you have connected, and escalate to a human when it is unsure.

Each agent has:

  • A name and personality
  • A model (we recommend Mistral Small 2603 — fast, cheap, reliable)
  • Skills (which integrations it can use)
  • A security level
  • An optional auto-respond switch

Setup

  1. Go to Settings → Agent → AI Agents and click + New Agent
  2. Give it a name ("Support Agent" is fine to start)
  3. Confirm the $15/month seat checkbox

You'll land on the agent's configuration. Five tabs:

Character

Name, catchphrase, personality sliders (formality, verbosity, technical depth, warmth, humor, proactivity), and the system prompt ("soul"). Pick a template to start from then tweak.

Model

Paste an OpenRouter API key (BYOK — you pay OpenRouter directly per token). Click the Recommended card at the top to use Mistral Small 2603, our benchmarked best pick for cost vs latency. You can change models any time.

Skills

Toggle which capabilities the agent has. Built-in skills (library, customer lookup, ticket actions) are always available. Integration skills (Sentry, GitHub, BetterStack, Slack, Sanity, Knowledge URLs, Report Bugs to Engineering) only show up when the corresponding integration is connected.

Security

Pick a security level (Strict, Balanced, Permissive). Set max messages before handoff. Toggle Auto-respond to make the agent reply to real customer messages on assigned tickets — leave this OFF until you have tested in the next tab.

Test Chat

Send the agent test messages and see how it responds with real tools. This is where you verify it picks the right skills, gives accurate answers, and does not hallucinate. Iterate on the system prompt and personality until you are happy.

Deploy

Once the test chat looks good:

  1. Turn on Auto-respond in the Security tab
  2. Assign tickets to the agent (manually or via routing rules)
  3. Watch the conversations — you can take over any time by reassigning to a human

What it costs

  • $15/month per agent seat (cStar billing)
  • OpenRouter API costs (paid directly by you to OpenRouter — typically under $1 per 1000 conversations on the recommended model)