Set up AI agents - SuperOffice

SuperOffice’s AI agents are coming soon. This page describes set-up steps for a feature that is not generally available yet.

SuperOffice’s AI agents work in the background and propose results for a person to approve. All agents live on the same Agents area and are activated and managed the same way. This page covers those shared steps once, then each agent has its own set-up page, for example Set up Lead Agent.

Agent instances

One configured, running copy of an agent is called an instance. Some agents allow more than one: Lead Agent allows up to 3. Others, such as the Data Quality Agent, Duplicate Agent, and Sales Assistant Agent, allow only 1 instance per user. The limit counts inactive instances too: deactivating one does not free a slot, only deleting it does.

Requirements

Your organization must be on CRM Suite Plus or above.
An administrator must enable AI functions in CRM global preferences before the Agents icon appears.

Agent instances themselves are personal, per user. You do not need admin access or Settings and maintenance to create or manage one.

Only the instance’s owner (its creator) can edit its settings, activate or deactivate it, or delete it.

Activate agent

The Agents page's starter set of agent cards -screenshot

Select Agents in the Navigator.
Select Browse agents in the upper-right corner of the Agents overview.
Use the search box or the category filters to find the agent you want.
Select Activate to open that agent’s set-up wizard and create your first instance.

Browse agents shows only agents included in your CRM Suite plan. If an agent you expect is not listed, contact your SuperOffice administrator or partner.

When an agent has an instance, its card shows an N active link instead of Activate. Select it to see the agent’s active and inactive instances, and open any of them. The instances popover on an agent's card -screenshot

The instances popover on an agent's card -screenshot

Add instance

Agents that allow more than one instance show a + New instance button.

Browse agents keeps a + New instance option for agents that allow more than one -screenshot

Select + New instance on the agent card or in the Browse agents list.
Complete the agent-specific set-up wizard.

View instance details

Select About from the three-dots menu for a read-only summary, including display name, agent type, owner, activation date, schedule, and approvers.

The three-dots menu, with About and Delete options -screenshot

The About this agent summary -screenshot

Edit settings

Select the edit (pencil) button in the instance header.
Make your changes in the set-up wizard.
Select Save changes. Changes apply from the next run.

Filter tasks

Every agent raises the items it wants you to review as threads in the Chat tab, next to a permanent General chat thread. Select above the thread list to narrow what is shown.

Filter	Shows
Recent	The default. Everything still pending, plus anything approved in the last 6 hours.
Pending	Items awaiting your decision.
Approved	Items you have approved.
Rejected	Items you have rejected.
Cancelled/Terminated	Tasks that ended without a decision, with nothing written to SuperOffice. The instance was deactivated while the task was pending, the task reached its time limit, or something went wrong while it was processed.

Decide on several tasks at once

Select the checkbox next to the list heading, which shows the chosen filter, for example RECENT. This selects all pending items in the list, up to 50 at a time. You can also hold Ctrl (Cmd on a Mac) and select pending items one by one.
Select Approve or Reject in the panel that shows how many items are selected.

Only pending items can be selected. For a Lead Agent that shares leads in turn, you can select only the leads assigned to you. Each item gets the same result as if you had decided it on its own. The agent also tells you which ones could not be updated and why.

Bulk Approve works for every agent except the Duplicate Agent, where it works only for company merges. Duplicate-contact merges and orphaned-contact links can be rejected in bulk, but must be approved one at a time. When you bulk-approve Lead Agent leads, the static selection you choose applies to every company approved in the batch.

Time limit

Every lead, review, suggestion, or recommendation waiting for your decision has a limited lifetime: 21 days for Lead Agent and 14 days for the other agents. Once a task is within 5 days of its deadline, a banner appears on its thread: Expiring in N days, Expires today within the last 24 hours, or Expiring now when it is past the deadline but not yet closed. If nothing is decided in time, the task expires and nothing changes in SuperOffice. An expired task cannot be brought back, and it is listed under Cancelled/Terminated. Data Quality Agent and Duplicate Agent may find the same work again and raise a new task. Lead Agent never proposes the same company again in its daily search, but you can ask it in chat to look at that company again.

Rate a response

If you are an approver of the instance, you can give feedback on any agent reply in chat. Your ratings help SuperOffice improve the agents. Rating is not available while the agent is outside your subscription.

Select Rate response below an agent message, or below a task’s review card.
In the Rate this response window, select 1 to 5 stars.
- With 4 stars or more, you can add an optional comment.
- With fewer than 4 stars, a What went wrong? list also appears and you must choose a reason. The comment is optional, unless you choose Other.
Select Submit.

You can rate each response once, and a rating cannot be changed afterwards.

Mute notifications

Every user with access to the instance has their own Notify bell toggle. Muting only affects that person. The instance keeps running for everyone else.

Select the bell icon.
Select Mute notifications.

The mute notifications confirmation dialog -screenshot

Select to turn notifications back on.

Deactivate an instance

Select the Task menu ().
Select the Active toggle.
Select Deactivate.

Deactivating an instance discards any tasks awaiting review. This cannot be undone. If deactivating a Lead Agent instance, approve or reject leads first if you want to keep them.

Deactivating from the task menu, with the pending-approvals warning -screenshot

Delete an instance

Deleting an instance is permanent and removes all its data.

First, deactivate the instance.
Select the three-dots menu and select Delete.
Select Delete.