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A support agent is assigned to customer threads, replies, updates status, and hands off to a user when it cannot help. Create a machine user, then assign threads to it yourself or with a workflow (channel, labels, customer tier, support hours). See build a support agent.
Bring your own agent is currently free to use while in beta. Please note, the API is subject to change.

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Where to go next

Build a support agent

Identity, webhooks, assigned threads, reply, agent status.

Building agents on Plain

Identity, events, and the two agent types.