Define an assistant’s responsibility

An assistant should have an identifiable service owner and a task you can test. Give it a name that describes that responsibility, such as “Service callback desk”, instead of naming it after the model it uses.

Keep the brief with the assistant

Describe the accepted requests, the information to collect and the completion condition. Document the handoff destination and the fallback when a colleague cannot answer. Different services can share models while keeping different instructions and business actions.

Manage changes as versions

Work on a draft, test it in the editor and publish the reviewed version for production entry points. The stored version associated with a conversation explains which instructions were used. Do not assume an existing phone assignment automatically makes an unsaved edit live.

Connect the same service to a channel

Phone assignments and website embeds select an assistant. Verify the selected assistant after copying or replacing a configuration. Developers can use the numeric ID to retrieve its metadata through /api/v2/agents/{agent_id}; identifier guidance explains the stable reference and the separate trigger identifiers.