An agent is no longer set up for chat or for email. A new "Where it answers" tab on the agent's page lists your website chat, your support addresses and your helpdesk inboxes, each with its own switch, so one agent can answer all of them with the same knowledge, tools and handoff rules.
How it behaves
- Choosing where it answers: on the agent's page, open "Where it answers" and switch each chat widget, support address or helpdesk inbox on or off. Switching one off means no agent answers there; your team handles it as before.
- One agent per place: each widget, address or inbox has one agent. Switching on a place another agent answers asks you to confirm, then moves it to this agent.
- Written for the channel: chats follow your chat settings and emails end with the agent's email signature, whichever agent answers.
- What each row tells you: whether Aide sends replies there, writes drafts for your team instead (and why), or only watches the inbox while it is being tried out.
- Nothing starts on its own: deploying an agent no longer switches any place on, and never pauses another agent. A new chat widget, or a helpdesk inbox Aide discovers, gets your most recently deployed agent; a helpdesk inbox still only watches until you switch it to live. A new support address starts without an agent.
- Existing setups: a chat agent and an email agent you already had keep answering exactly where they did.
For developers
GET /v1/agents/{id}/entry-pointslists every widget, mailbox and helpdesk inbox with the agent answering it, its rollout and whether replies are sent, drafted or neither, with the reason.PUT /v1/agents/{id}/entry-points/{entryPointId}moves one to the agent andDELETEswitches it off.- The
mediumfilter on the agent list andagentMediumon inboxes are removed. Inboxes returnanswerableinstead.