How your AI agent works

An agent holds channels, works conversations assigned to it, and asks for help in one of two specific ways.

Setting up an agent looks a lot like onboarding a person. It starts out knowing nothing about your business, you tell it how things work, you give it the channels to handle, tools to look up information or take action, and then work starts landing on it. Conversations get assigned to it the same way they get assigned to a teammate, except this one does not clock off.

You can run several, each briefed on its own, holding its own channels, and deciding for itself which of its tools a conversation needs.

Channels decide which conversations reach it

An agent holds channels: your email, a WhatsApp launcher, a widget on your site. Once it is live, it picks up new conversations on those channels by itself.

A channel belongs to one agent only. If another agent already holds it, Konvo shows it as In use by.

You also choose when it works: Always, During business hours, or Custom hours. Outside those hours, conversations arrive for your team instead.

Saving an agent does not put it to work

The label beside its name reads Not live until you switch on Agent is live, and until then nothing reaches it.

What it does with a conversation

It reads the whole thread and the contact profile, uses whichever tools you turned on, and replies on the channel the customer wrote from. It keeps going for as many turns as the conversation needs, without anyone opening it.

Why your inbox looks emptier than your workspace

Your default view is filtered to Assignee is Not AI. That is deliberate: it shows your work, not everything happening in the workspace.

So the conversations your agent is handling are not missing. They are under Konvo AI in the sidebar, and that is where you go to watch it work.

How to read your AI agent's three views

In Automation. Your agent is handling these right now.
Resolved. It finished these on its own, with no human involved.
Transferred. It handed these to a person.

Read them as a shape, not as three numbers. A healthy agent grows Resolved faster than Transferred. If Transferred is climbing, your agent is meeting questions it has no answer for, and each one is a gap you can close by teaching it. If In Automation is large and stagnant, conversations are sitting in progress rather than reaching an end, which is worth opening.

When it needs you: a draft, or a job

It does not go quiet and it does not dump the thread on you. It asks in one of two ways, and the difference matters:

Input needed is a reply your agent has already written and wants a person to approve before it sends. You get the draft, its question, and its reasoning.
A Task is a job your agent cannot do itself, handed to you with the context it already gathered.

Both arrive as cards in your inbox and both are on a clock. Clearing them is covered in its own guide.

When it steps out entirely

If it cannot carry a conversation, or the customer asks for a person, it transfers the whole thing and stops working it.