Skip to main content

Knowledge Base & Support

Short answers to the questions that come up most often when using Agentic. Every answer links through to the guide that covers the topic in full.

The pages are grouped the way the documentation is, so a question can usually be found by topic.

Where to Start​

If Agentic is missing from the sidebar, or an agent seems to have vanished, the cause is usually the role or the environment that is open, so start with Access and Environments. If an agent works in testing but callers cannot reach it, start with Phone and Twilio, because most of those questions come down to the phone number or its deployment rather than the agent itself.

In This Section​

  • Access and Environments. Who can use Agentic, turning it on, and what Sandbox, UAT and Production mean
  • Agents and Publishing. Agent types and statuses, drafts, testing, publishing and versions
  • Tools and Knowledge. Connecting an agent to your systems, and the knowledge setting on Frontline agents
  • Connected AI Apps. Connecting Claude, ChatGPT or Cursor, what they can do, and revoking access
  • Phone and Twilio. When Twilio is needed, phone numbers, and calls that are not reaching an agent
  • Human Escalation. Setting up handovers to your team, and questions from people working in the workspace

Still Stuck​

Where none of these answer the question, the full guides are the next step: Agents for building and publishing, Testing and Monitoring for the playground, sessions and metrics, and Settings for Twilio and human escalation. Anything in Settings has to come from an Organisation Admin, as covered in Roles and Permissions.