How it works
The partner support agent is managed under AI Agent, on the Partner Support Agent pages. The Configure & Test tab is where you enable the agent, name it, write its instructions, set a welcome message, and upload a logo, then chat with it to test. The Conversation History tab shows past conversations and feedback, and the Knowledge base tab is where you manage what the agent knows. Once enabled, partners see an AI tab in the partner portal automatically, and you use the portal experience to position where they discover it. The same agent also answers in Slack, Teams, email, and through MCP-connected assistants. It can take action through tools, scoped to each partner’s permissions.Channels and runtime
The agent reaches partners across several surfaces. In the portal, the AI tab appears when the agent is enabled. In Slack and Teams, the agent answers in a shared channel once that channel is mapped to a partner under Settings - Integrations; the mapping is what tells the agent whose data it may use. There is no separate per-integration on/off toggle for the Slack agent in Settings today, once Slack is connected and a partner is mapped, the agent is available in that channel by default. The agent also responds over email and through assistants connected via MCP.Security and scoping
The agent is safe to put in front of partners by design. It answers only from the knowledge you give it (websites, snippets, documents, MCP tools) plus portal content, so it does not improvise from outside sources. Every answer and every action is scoped to the requesting partner’s permissions, so a partner can never see another partner’s data through the agent, regardless of channel. Actions the agent can take run within those same permissions, and your Instructions set the guardrails for tone, scope, and when to escalate to a human. Test as a partner persona before launch to confirm the boundaries hold.Prerequisites
- The AI Agent module enabled on your plan (on by default).
- AI agent write access (the AI agent write scope).
- Knowledge sources added, so the agent has something to draw on.
Settings & configuration
The agent is configured at Partner Support Agent.Enable the agent
Use the Enable Agent toggle to turn the agent on for your organization.Agent name
Set the agent’s name; partners see this in the chat.Instructions
Write the system instructions that shape how the agent answers, its tone, scope, and any rules.Welcome message
Set the introduction message partners see when they open the chat.Logo
Upload a logo so the agent matches your brand.Configure & Test
Use the test panel to chat with the agent and confirm its answers before partners do.Setup walkthrough
Open the agent
Go to Partner Support Agent.
How-to guides
Launch the partner support agent
Enable the partner support agent, give it a name, instructions, welcome message, and logo, test it, surface it in the portal, and monitor real conversations.
Use the agent in Slack
Connect Slack and map partners to shared channels so the partner support agent answers partner questions where they already work.
Limits & gotchas
Troubleshooting
- The agent gives vague answers - the knowledge base is thin; add websites, snippets, or documents.
- Partners do not see the agent - the agent is not enabled, or not added to the portal experience.
- The agent will not act - the partner lacks permission for the action requested.