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Set Up Your Workspace

This step creates a clear operating boundary for the first Agent. The Agent, published Channel, customers, conversations, and operator access all stay in the selected workspace.

Why a Dedicated Workspace Helps

For this guide, think of the workspace as the home for the first controlled pilot:

  • Your Agent lives there
  • Your Web channel is published from there
  • Customer access, feedback, and conversations stay there

Recommendation

Create a dedicated workspace only when the work needs a separate boundary. Use the job name, such as Course Guidance Pilot or Draft Review Pilot, so the scope is easy to recognize.

If You Already Have a Sandbox Workspace

If you already have a workspace you use for experiments, you can keep using it. The important part is keeping this pilot's Agent, channel, and feedback easy to find.

Same workspace or a new one?

A workspace is the boundary for what an agent can see and who can operate it. Use this rule of thumb:

Use the same workspace when:

  • You are roughly serving the same audience, because workspaces share one CRM and one pool of local memory — keeping those agents together means the same contact records and remembered preferences are reused across them.
  • The new agent serves the same audience or business line as agents already living there.
  • It should share the same Knowledge Base folders, connected sources, or memory scope.
  • The same operators will maintain it.
  • You want Call Agent handoffs to an existing agent in that workspace (cross-workspace calls are not supported).

Create a new workspace when:

  • The audience, brand, or customer is different and their conversations should not mix.
  • The knowledge base should be isolated (different policies, different clients, different languages).
  • A different set of operators should have access.
  • You want separate usage tracking, billing attribution, or audience access lists.
  • You are piloting something experimental and do not want it to affect a production workspace.

When in doubt, start in the same workspace. Splitting is easy later; merging histories and KB across workspaces is not.

Create the Workspace

  1. Open the organization menu in the sidebar and choose Organization Settings.
  2. Under Organization, open Workspaces.
  3. Click New.
  4. Name the workspace after the job or pilot, such as Course Guidance Pilot.
  5. Click Create.

If New is unavailable, check your organization permission and the workspace limit shown on the page.

Keep the Setup Light

Do not overdesign the workspace at this stage. You only need enough structure to:

  • Build the first Agent
  • Publish one Web channel
  • Review conversations and feedback in one place

Next Steps

Once the workspace is ready: