Creating and Managing Virtual Coworkers

Info: 

You need the Manage Settings permission in the workspace to create, edit, or delete virtual coworkers.

Create a virtual coworker

Open Settings for your workspace and select Virtual Coworkers. Then choose Create.

You will configure:

  • Name: The display name used in mentions and comments.
  • Department: The coworker's role and perspective (for example legal, product, QA, security). Use Customer Support when the coworker should triage tickets, reply to reporters, and hand tickets back to human agents when needed.
  • Comment style: The tone of their replies (formal, concise, technical, supportive, and more).
  • Expertise: Optional keywords that describe focus areas like "privacy", "release readiness", or "billing".
  • Project scope: The projects this coworker can review. If none are selected, they apply to all projects.
  • Permissions: What data they can read or modify through tools. See the permissions guide for details.

If you choose Custom as the department, you can also add a Custom prompt to set a specific persona or rules.

Requirements for ticket support

If you want a virtual coworker to support tickets, make sure all of these are true:

  • The coworker uses the Customer Support department. Other departments are ignored for ticket-support queue automation.
  • The coworker's Project scope includes the ticket project.
  • The coworker has the Write permission so it can update ticket data and send support replies.
  • Your agents assign the ticket to that coworker from the ticket assignee dropdown when they want the coworker to take over.

Without that setup, the coworker can still review tasks and respond to mentions, but it will not behave like a ticket support agent.

Edit or delete

  • Edit: Open the coworker, change the fields, and save.
  • Delete: Use the delete action in the row. This removes the coworker and stops future replies.

Changes apply immediately to new tasks and new mentions.

Limits

The number of virtual coworkers you can create depends on your plan. Free workspaces have a single coworker. Additional coworkers are unlocked by premium seats. See /help/limits for the current limits.