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.
A worker you brief once that then runs on its own within limits you set.
An agent is given a plain-English instruction, a set of actions it is allowed to take, and a trigger that starts it. When the trigger fires, the agent reads the relevant records, decides what is worth doing, and proposes each action. Every run follows the same shape:
One home to watch them, create them, and build them.
The Agents home in the sidebar is where you watch your agents work: what needs your approval, which agents you have, what they ran recently, and the value they delivered. See Runs and Approvals.
You build agents from the same home. New agent opens a dedicated creation flow where you start from a preset, describe what you want in plain English, or start from scratch; the agent then opens in its own builder where you refine its instructions, its actions, and its approvals and limits. See Building Your Own Agent.
Plan tiers decide what runs; roles decide what each teammate can do.
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. |
| Custom agent builder | Building your own agent from scratch is available on the Business and Ultra plans. On lower paid plans you can still run the presets and build deterministic automation rules. |
| Support autonomy | The autonomous support agents that resolve and answer tickets are an Ultra-plan feature, configured separately in the Service hub. |
Within your plan, what each teammate can do is set by their role. Admins, managers, and the marketing role can view the Agents home; sales reps, service, and view-only roles do not see it. Creating and editing agents is held to admins and the marketing role, and approving what an agent proposes is held to admins. Roles are covered in Runs and Approvals.