Your agents do different jobs. Classification agents help make sense of conversations, while goal agents can take steps such as tagging, routing, adding context, and drafting a reply.
The Agents area brings them together so your team can find and configure the work each agent does. Set the goal and the actions the agent can take around it.
Your team controls how responses are sent. People can review and send drafts, while supported workflows can send automatically when your organization has enabled that choice.
What changed
- Classification agents help your team understand conversations. Goal agents can triage, route, tag, and draft around the goals you set.
- Review replies yourself, or enable automatic sending where the workflow supports it and your organization allows it.