The purpose
Goal, tone, instructions and handoff criteria guide how it works.
Catalisa / AI Agents
Use AI agents to serve customers and execute tasks.
Define each agent's role and connect information and tools. Automate customer service, system queries and tasks, with team approval when needed.
Explore an agent's roles ↓Value emerges when intelligence meets operations.
A conversation can
find a piece of information.
And a next step, too.
An agent uses the available context to interpret a request and decide how to respond. When it has the necessary tools and access, it can take part in the actions that move the journey forward.
Design starts with the work: who it supports, what information it can access and how far it can go. Its actions make sense within that responsibility.
Three questions that give it shapeAn agent needs
An agent needs
know its place.
The context
The conversation and authorized information help understand the request.
The tools
Defined actions and access connect the agent to what the operation allows.
The role changes with the businessSupport during the conversation.
Support during the conversation.
Continuity in the operation.
Explore the contexts and access level.
The same agent concept meets different kinds of work.
Customer service / One possible role
Service that finds the next step.
Understand the request, look up the permitted context and help the person move forward.
Customer
I need to reschedule my appointment. Is there any time available this week?
Agent / With authorized context
I can check availability so you can choose a new time.
Illustrative conversations. No model or system is queried.
What supports the answer
Context that follows the conversationContinuing begins
Continuing begins
not yet recognized
what has already been said.
Continuity can reuse the conversation history within the configured period. Information from one message helps interpret the next.
This context has limits: session length, available data, and the person's access. The design needs to define when to resume, when to ask, and when to hand off.
ONE CONVERSATION, WITH CONTINUITY
Context connects the messages.Scheduling
+ preferred time
Illustrative example. Session continuity and duration depend on configuration.+ preferred time
Tools connect intent and capabilityThe agent finds
The agent finds
the pieces of the work.
A tool provides access to an operation.
Your use must respect your role and permissions.
01↗02↗03↗04↗05↗06↗
Relationship
Find the contact and continue the service with the available data.
Schedule
Check availability and prepare the next meeting.
Communication
Join the conversation through the official channel connected to the operation.
Documents
Access the files that the journey makes available and authorizes.
Interpretation
Support summaries, classification and reading of information.
Operation context
Query and update information according to the composition and access permissions.
Autonomy within boundariesInstructions guide.
Instructions guide.
Permissions set the boundaries.
Text guidance helps define behavior. Access to actions needs its own controls, configured in the platform and in the journey.
Explore governance in depthWho's asking?
Role and access context determine what can be viewed or done.
Which action is available?
Select tools and configure the applicable controls. Naming an action should not mean unrestricted access.
What requires a person?
Approvals and sensitive actions need a review experience defined by the operations team.
What to do when it doesn't know?
Missing information, uncertainty and failures should be routed onward instead of met with a made-up answer.
The role gets configuredFrom intent to identity.
From intent to identity.
From identity to tools.
A view of agent management
and the start of its setup.
An overview of configured agents, with their tools and configuration status.
Catalisa showcase material · original date not providedBuild with clarityName, purpose
Name, purpose
and behavior
are the beginning.
Configuration brings the intent closer to the skills and instructions chosen for the agent. Studio helps structure how it's built.
Discover StudioReference for the agent creation interface, with identity, skills, security, instructions and review steps.
Interface baseline from 07/30/2026 · demo dataScreenshots preserved in the repository. They are interface references, not evidence of performance or of a running conversation. Click to enlarge.
Each part has a roleThe agent interprets.
The agent interprets.
The flow connects.
The product provides context.
Building a complete experience takes more than configuring a conversation. Capabilities and business rules need to come together in the same design.
To shape the engagementAutonomy starts
Autonomy starts
with clarity.
Do I need to grant access to every tool?
No. Choose the tools the agent's role requires and configure the applicable access and controls. A well-defined responsibility makes it easier to observe and validate behavior.
Does the agent remember every conversation forever?
No. Continuity depends on the session configuration and the allowed inactivity period. Conversation history also does not amount to unrestricted access to company data.
Is a copilot the same as automated support?
These are different roles. A copilot can support the professional during a conversation and prepare records for review. Automated service interacts directly with the customer, within the defined rules and permissions.
Does the agent decide the business rules?
Rules need to be explicit and live in the responsible capabilities. The agent can interpret the request and use tools, but the design must preserve the operation's policies, authorizations and reviews.
Can I use the systems I already have?
Tools and integrations can connect the agent to information and actions in existing systems. This depends on the available interfaces and the required credentials, contracts and permissions.
How do I start evaluating?
Choose one role and a short journey. Define the goal, permitted data, tools, and handoff points. Validate the behavior before expanding its scope.
From intelligence to the work that mattersChoose a purpose.