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DocsAI Agents Overview
What an AI agent is, how agents fit alongside the assistant, automation rules, and support autonomy, and who on your team can use them.
Laureo has four distinct AI surfaces. They look similar but do different jobs.
It helps to know which surface you are using before you reach for it. Each one has its own home in the app and its own way of working.
- The assistant (Laureo chat). You ask, it answers and can perform reviewed work as your signed-in user. Accepted work is durable, so it can continue while you are away and pause only for input, approval, Stop, completion, or an unrecoverable failure. Read AI Assistant Overview.
- Agents. Workers you brief once that then run on their own. They start from a schedule or from something happening, and they use the same reviewed capabilities the assistant does, but only the ones granted to them, only on the records in their scope, and only as far as the level you set lets them go. This is the product these articles cover.
- Automation rules. Fixed, deterministic flows. When this happens, do exactly these steps, the same way every time. No reasoning, instant, and free. Read Automations Overview.
- Support autonomy. The AI support copilot that can draft, approve, and (when you allow it) send replies to customer tickets on its own. Read AI Autonomy Controls.
An agent is given a plain-English brief, an explicit set of reviewed actions, the records it may work on, a level saying how much it may do without asking, and a trigger the server owns. When that trigger fires, the agent can make several bounded hops while keeping its lease and its safety state.
- Read. It looks at the records in its scope using the reads it was granted.
- Decide. It works out what matters and records a safe decision summary, never private reasoning.
- Propose. It writes up each action it wants to take.
- Apply the level. What runs without asking is decided by the level you set and by the permission on that individual action. Anything that leaves the product or cannot be undone waits for a person, at every level.
Always asks, whatever you choose: deleting records · sending anything to a customer · taking or refunding a payment · anything that cannot be undone.
One home, opening on the work: what needs you first, then your agents, then what they ran.
The Agents home in the sidebar is one page with three sections under a single header, and it opens on the Inbox: everything your agents have proposed and are waiting on you for. Agents is your roster with the month’s outcomes above it, and Activity is the feed of recent runs. See Runs and Approvals.
Two sentences sit directly under the section control, on every section, because they describe the state of the whole thing rather than of one list. One is your AI allowance, Used about 2% of this month’s AI allowance. It names the date the cycle resets when that date is known. The other appears only when work is not being handed out: Agent runs are paused right now. Nothing is lost; they will resume automatically. A healthy workspace with allowance to spare sees neither.
You build agents from the same header. New agent opens a conversation: you describe what you want handled, Laureo works out what the agent needs, and you read the whole plan before anything is created. See Building Your Own Agent.
The assistant and agents use the same versioned capability schemas, executor contracts, leases, events, approvals, effect receipts, idempotency, usage accounting, cancellation, and retry rules. This keeps the meaning of an action consistent across both surfaces.
Authority remains different. The assistant acts as the current user. An agent may use only the actions an administrator explicitly granted it after review, on the records inside its scope, and within the limits the workspace applies to every run. A trigger payload can provide context but cannot become authority, change the agent's scope, or turn a test run into a live one.
Two things gate agents: your plan and your role.
| Field | Description |
|---|---|
| Preset agents | The ready-made agents Laureo installs for you run on every paid plan. On the Free plan they are visible but paused until you upgrade. |
| Building your own | Building your own agent is available on the Business and Ultra plans. On lower paid plans you can still run the preset agents and build deterministic automation rules. |
| Support autonomy | The AI autonomy that drafts, resolves, and answers tickets for your own support team is an Ultra-plan feature, configured separately in the Service hub. |
Within your plan, what each teammate can do is set by their role. Every role can see the Agents home and the roster, so anyone on your team can read what the agents are doing. Creating and editing agents is held to admins and the marketing role. Approving what an agent proposes is held to admins. Running an agent now or stopping a run is open to admins, the marketing role, and sales managers for their own team. The full table is in Runs and Approvals.