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Build the First Version

The goal of the first version is not perfection. You need a usable customer service Agent that matches the first verified scenario set closely enough to debug and test.

Step 1: Open Edit Agents

  1. Enter your workspace.
  2. Click the Edit Agents tab.
  3. Click New.

Empty Edit Agents state in the current workspace view

Step 2: Ask Copilot for a First Draft

Open Copilot and describe the behavior you want in plain language. For example:

Help me create a customer service agent for a narrow first scope.

The agent should:
- answer approved refund-policy questions from our source of truth
- explain when a reseller or exception case is outside the verified scope
- hand off to a human when the policy is unclear
- request structured contact details only after the user agrees to follow-up
- never invent policies, prices, guarantees, or outcomes
- use a calm, direct, professional tone

Write the result so I can apply it to the `Instructions` field.

Copilot may ask one or two follow-up questions about your services, boundaries, or safe handoff path before it writes the draft. Once the response is ready, use Apply all, or copy only the parts you want into Instructions.

Copilot responding with a draft that can be applied into the Agent Editor

Step 3: Review the First Draft Before Creating

Make sure the editor fields clearly describe the first version:

  • Name: A clear customer-facing name, such as Customer Service Assistant
  • Description: Answers approved customer-service questions and safely hands off anything outside the verified scope.
  • Instructions: The rules that define how the Agent should answer, refuse, request details, and hand off

This draft should match the scenario set you plan to verify first.

Before you click Create, confirm the draft does these things:

  • It defines the core scenarios the Agent may answer
  • It defines boundary scenarios that should refuse, hand off, or request a form
  • It includes a safe fallback for uncertainty or edge cases
  • It clearly says what the Agent must not invent or promise

Customer service Agent filled into the current Agent Editor

Step 4: Click Create

Click Create when the first version is good enough to test. After the Agent is created, the Live Test panel becomes available and later changes use Apply.

What "Good Enough" Looks Like

Your first version is ready if it can:

  • Handle the first core scenario end to end
  • Avoid obvious risky behavior
  • Be ready to turn the first scenario set into Test Suite cases

Next Steps