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Agents in XTM One

Agents are the main assistants in XTM One. Each one is configured for a particular role, team, or workflow.

What an agent is for

Use an agent when you want a more focused assistant than the General Assistant.

An agent may be designed to:

  • answer questions in a specific domain
  • use selected tools and integrations
  • search one or more knowledge bases
  • hand work to other agents
  • run background tasks automatically

Use the Agents list page

Choose Agents from the left sidebar to open the list.

The list page helps you:

  • browse all visible agents
  • search by name or text
  • filter by visibility
  • filter by tag
  • import an agent from a JSON file
  • create a new agent, if your role allows it

What each agent card shows

An agent card gives you a quick summary before you open the detail page.

You may see:

  • the agent name and description
  • whether the agent is Active, Running, or Disabled
  • tags
  • whether it is company-managed or shared
  • how many integrations, MCP servers, knowledge bases, and tools are attached
  • how many assignments are configured

Some cards also include quick actions such as:

  • open chat with the agent
  • enable or disable the agent

Company-managed, shared, and read-only agents

Not every visible agent is editable.

  • Company-managed agents are shared more broadly and are often read-only for standard users.
  • Shared agents come from a group or another owner.
  • built-in XTM One agents are typically read-only

If you open an agent and cannot change it, the page is behaving as designed for your access level.

Open an agent detail page

Click an agent card to open its detail page.

The header usually gives you direct actions such as:

  • Chat with Agent
  • Duplicate
  • Export
  • enable or disable
  • delete, if you are allowed to manage that agent

If the agent is designed mainly for assignments, the chat button remains available but XTM One warns you that it is not optimized for normal conversation.

The main tabs on an agent

The agent detail page is organized into tabs. The exact tabs can vary slightly by permissions, but standard XTM One coverage includes:

  • Overview
  • Configuration
  • Memory
  • Chats
  • Delegations
  • Activity

Some tabs appear only when your role is allowed to see them.

Overview tab

Use Overview when you want a quick understanding of the agent without reading its full configuration.

This tab can show:

  • status and basic identity
  • linked template information
  • assignments
  • connected integrations
  • knowledge bases
  • MCP servers
  • tools
  • prompts and skills
  • handover targets
  • usage or run summaries

This is usually the best first stop when you are trying to understand what an agent does.

Configuration tab

Use Configuration when you want to understand how the agent is set up.

Depending on the agent, this tab can include:

  • general identity and description
  • persona and instructions
  • handover relationships
  • tools and integrations
  • prompts and skills
  • knowledge and memory settings
  • channel behavior
  • intent bindings
  • flow membership

For most customer users, this is mainly a reading page. Editing is usually reserved for admins or designated power users.

Memory tab

If visible, Memory shows the agent’s longer-term memory area.

This is where authorized users can:

  • search stored memory
  • review health indicators
  • trigger maintenance or optimization
  • update or remove specific memory items

Most users do not need this tab every day, but it is useful when you need to understand why an agent remembers something.

Chats tab

If your permissions allow it, Chats shows conversations associated with that agent.

Use it to:

  • review earlier conversations
  • reopen context
  • clear the agent’s chat history if you manage that agent

Delegations tab

Delegations shows work this agent sent to or received from other agents.

Use it when you want to understand:

  • whether the agent asked another agent for help
  • whether it delegated background work
  • how handovers behaved in practice

Activity tab

Activity is the run history for that specific agent.

Use it to:

  • review recent executions
  • spot failures
  • inspect what assignments have been running
  • clean up activity if you have management rights

Duplicate and export

Two important actions on the header are often overlooked.

  • Duplicate creates a private copy you can adapt without changing the original.
  • Export downloads the agent as JSON so it can be stored, shared, or imported elsewhere.

This is especially helpful when your organization uses standard company-managed agents but you need a private variation.

When an agent is disabled

A disabled agent stays visible, but it will not behave like an active one.

You may notice:

  • it looks dimmed in the list
  • chat is limited or not useful
  • assignments do not run normally

If an agent you expected to use is disabled, contact the person who manages that workflow.

Next step

The next chapter explains Agentic Flow, which shows how agents connect to one another and how specific flows are organized.