# What the agent does and cannot do

What Justwon's agents do on their own, what waits for a person to approve, and the levels that set how far they may go.

## What the agents do

Justwon's agents read what you have connected and keep one picture of each customer account. Inside Justwon they:

- score each account and write up what they find, for example its health and what is at risk;
- prepare your daily Inbox, with the cards that need you;
- answer questions in the agent panel, with the sources behind each answer;
- save notes and conclusions that they and your team can read later, and save a note when you ask them to;
- ask you a question on a card when they need information they cannot find;
- propose a change to a play, a guideline or a context record in your Playbook.

Everything in that list stays in Justwon. A proposed change to the Playbook is approved by a workspace admin, and the live record stays in use until then.

## What can reach outside Justwon

An agent can reach another tool only through an action, and only in a tool you have connected. The actions that exist, with the tools in this guide that offer them, are:

| Action | Tools |
| --- | --- |
| Send a message | Slack, Microsoft Teams |
| Email the customer | Outlook |
| Reply to a support ticket | Zendesk, Intercom |
| Escalate to a human | Slack |
| Add a CRM note | HubSpot, Zendesk, Intercom |
| Create a CRM task | HubSpot |
| Update a CRM field | HubSpot (deals), Zendesk (status, priority, assignee) |
| Create a calendar event | Outlook Calendar |

An action has to be allowed in two places before it can run. First, a person ticks it under **What Justwon may do** on that connection's **Configuration** tab. Nothing is ticked until someone ticks it. Second, it has to be allowed under **Settings**, on the **Agents** tab, which is where the levels below are set.

Justwon has no action that deletes a record in your tools. A tool that is not connected has no actions.

## How far the agents may go

The workspace has one level that sets the most the agents do without asking a person first. It is on the **Agents** tab of **Settings**. A new workspace starts at **Assess**. Justwon switches on the higher levels with you.

| Level | What it means |
| --- | --- |
| Off | The agent is off. Nothing wakes, scores, or acts; data still flows in from your integrations. |
| Assess | Agents read the accounts and write up what they find. Nothing leaves Justwon. |
| Assist | Agents prepare each action; a person approves it before anything reaches a customer. |
| Auto | Approved plays act on their own, inside the limits set below. |

Under the level, each action can be held lower. The **Agents** tab says: "An action can never go past the ceiling above. High-risk actions always ask a person. One customer can be tightened further on its own page." A setting for one action can only tighten the level, never raise it.

## What always asks a person

Some actions always wait for a person, whatever the level. Justwon enforces this when it decides whether an action may run: an action that cannot be undone, or that is rated high risk, always requires approval. Posting a message, sending an email, replying to a ticket, adding a note or task in a tool, changing a field and creating a calendar event all fall under this today, because none of them can be taken back by Justwon.

On the **Agents** tab, an action of this kind says "Always asks a person, whatever the ceiling says."

At **Auto**, an action that can be undone and is not rated high risk can run without a person. An example is a direct message that asks a colleague to review a finding.

## How you approve

A proposed action reaches you as a card titled **Approval needed**, in the agent panel, and on the **Activity** page, which lists what waits on you and what the agents did. The card says what will happen and whether it leaves your workspace. Choose **Approve**, **Decline** or **Decide later**. Each action also shows why it is waiting, for example that it cannot be undone once it is carried out, and who approved it.

## What the agents cannot do

- They cannot act in a tool you have not connected, or take an action you have not ticked.
- They cannot take an action that does not exist. Justwon has no action to delete records in your tools or to close a Zendesk ticket.
- They cannot go past the level of the workspace, or past a lower setting on one action or one customer.

See [where an answer comes from](https://justwon.ai/docs/how-it-works/where-an-answer-comes-from) and [Roles](https://justwon.ai/docs/get-started/roles).