How AI agent teammates work

An agent teammate is an AI agent added to your workspace as a team member. You can delegate a Job to it the same way you delegate to a person, and it works the Job, asks you when it needs input, and reports back in the Job’s activity feed.

Tidyflow Agent runs inside your workspace. You can also connect your own externally hosted agent where connected agent teammates are available.

Turn on agent teammates

• An owner or admin must accept your workspace’s AI terms of use before any agent can be created. Go to Settings → Artificial intelligence to accept them if you haven’t already.
• Only owners and admins can create and manage agents from Settings. Any team member who can edit a Job can delegate to an agent, by assigning the Job to it or @mentioning it.

Configure Tidyflow Agent

After an owner or admin enables AI, open Settings → Agents and configure Tidyflow Agent’s client access and abilities. Tidyflow runs this agent for you, so it does not need an endpoint or access token. It can only work with the clients and actions you allow.

Connect an externally hosted agent

Connected agents are available to eligible workspaces. The endpoint and token below are for an agent you run outside Tidyflow.

1. Go to Settings → Agents.
2. Click to add a new agent and give it a name.
3. Set its endpoint: an HTTPS URL where Tidyflow delivers this agent’s session events (new session, new message, session cancelled), plus an optional signing secret so the agent can verify a delivery came from Tidyflow.
4. Choose which clients it can see, either every client or selected client groups, and which abilities it’s granted. Sensible defaults are pre-selected.
5. Save. Tidyflow shows the agent’s access token once, right after creation. Copy it immediately and give it to whatever runs the agent. Tidyflow does not store or redisplay the plain token. If you lose it, use Rotate (see below) to issue a new one.

Delegate a Job to an agent

Start an agent working on a Job in either of two ways:

• Assign the Job to the agent, the same way you’d assign it to a person.
• @mention the agent in a Job comment.

Either one starts a new agent session on that Job. @mentioning an agent that already has an active session on the Job sends it a message in that session instead of starting a second one.

Ask an agent to work an email thread

Assign an inbox thread to an agent or @mention it in an internal comment. That starts a session on the conversation itself, which is useful when the next step belongs to an email rather than an existing Job.

The agent reads the thread, then replies as an internal comment on it. Everything it writes stays internal to your firm: an agent never sends an email. When the next step is an email to the client, the agent prepares a draft and tells you it’s waiting, and a person reviews and sends it.

While the agent is working the thread, a plain comment reaches it without another @mention, so you can answer its question the way you’d answer a teammate. The agent only works threads for clients inside its client access, and it stops if that access is removed.

To start this work automatically for matching incoming email, use an email automation. Put the task in the rule’s Agent instructions. Tidyflow Agent checks the linked client’s notes for context and uses Job templates when the task refers to an SOP or procedure. An externally hosted agent receives the saved rule instructions, but its behavior depends on the system running it.

Watch the agent work

While an agent is active on a Job, a presence bubble above the Job’s comment box names the agent and shows its status: Getting started, Working on this, Waiting on you, or Waiting for approval.

Click Stop on the bubble to end the session early and confirm. The agent stops working on the Job immediately.

Follow up after the agent finishes

For a day after an agent finishes working a Job, the comment box shows Comments will reach [agent name]. During that window, any staff comment on the Job re-engages the agent, no @mention needed, so you can reply to its update the way you’d reply to a teammate. Each time the agent finishes again, the window restarts.

After the window closes, or any time you’ve stopped the agent, @mention it or assign it the Job to start a new session. Client comments never re-engage an agent.

Answer a question from an agent

If an agent needs information partway through a Job, it posts a question in the Job’s activity feed and notifies someone: first the person who delegated the Job to it, otherwise the Job’s human assignees, otherwise anyone following the Job.

Reply directly on the question in the activity feed; there’s a reply box right on that question. A reply only goes through while the agent is still waiting on that specific question; once the agent has moved on, the question shows No longer awaiting a reply. Post a regular Job comment instead: comments reach the agent while it’s working, and for a day after it finishes.

Agent questions and replies are internal: staff only, and never shown to clients, even on a Job shared with a client.

What clients can and can’t see

On a Job shared with a client, an agent’s session activity, including its questions and any staff replies, is never visible to the client. Clients cannot tell an agent is working the Job unless you tell them.

An agent can never write to a client. It can’t post a client-visible comment or attach media to a Job, so anything a client needs to hear in the agent’s words has to go through a team member.

One thing worth knowing: an agent can still complete work, and completing work can send a client request. If you’ve set a client request to send automatically once another Job is done, an agent finishing that Job sends the request to your client, exactly as it would if a person had finished it. The wording is your template, not the agent’s.

An agent’s read access matches a person’s: when it looks at a Job, it sees exactly what a staff member sees, including client comments. If a client replies on a Job with an active agent session, the agent is notified that a reply came in, but not what the client wrote; a team member can read the reply and pass along anything the agent needs to know.

Pause, rotate, or archive an agent

From Settings → Agents, you can pause, resume, or archive an agent. Rotate and access-token behavior apply to externally hosted agents; Tidyflow Agent does not use a token you manage.

• Pause cancels any session the agent is actively working and puts it on hold without deleting its setup. For an externally hosted agent, it also revokes the access token immediately.
• Resume takes the agent off pause. For an externally hosted agent, its access token stays revoked; use Rotate to issue a new token before it can work again.
• Rotate issues a new access token and immediately revokes the old one. The new token is shown once, just like at creation. Use this if a token may have leaked.
• Archive deactivates the agent and revokes its access, the same as archiving a person. Its past activity stays on your Jobs.