How agent access works

For IT and security reviewers: how the fifteen agents are organized into eight Spaces, what each can look up and change, and the permission checks every request passes. Each company sets how much the agents do on their own; this page describes the defaults.

Three gates, in order.

1. The agent’s own list
An agent only sees the lookups and proposals on its list. A cloned agent can only use a subset of the parent’s list—it cannot escalate.
2. Permissions for whoever is acting
When someone works with an agent directly, the agent can’t do anything that person couldn’t. When the team works on its own, each agent acts under its own role, with the permissions your admins give it. Tools outside those permissions are dropped before the model ever sees them.
3. Workspace membership
Lookups stay inside the current tenant and workspace. The agent does not reach across branches you are not in.

Out of the box, the changes listed below wait for a person to confirm. Each company can let agents carry them out on their own as its comfort grows.

What belongs where

Space: Name, floor, sort order, Space prompt, roster (who sits here and who is default). Threads belong to the Space.
Agent: Title, purpose, agent prompt, tool list, parent (if cloned), builtin vs clone.
Turn: Composed at chat time: Space prompt + parent prompt (if clone) + agent prompt + shared response style and data grounding.
Thread: Conversation history and tool-trace chips. That is the only session memory.

Eight Spaces

Spaces do not have their own tool lists. The roster says who sits here. Each agent keeps its own list wherever you staff them.

Front office / Intake

Requests, cases, inbound comms, clients, and properties land here.

Default: Intake coordinatorAlso staffed: Client specialist, Comms ops

Intake coordinator

Looks up: Requests and pipeline by status, open cases, clients, properties, inbound comms, and the day’s picture.
Can propose: A new request (confirmed by a person by default).
Expected questions: New or unassigned requests; pipeline by status; open cases; existing client for this caller; recent email/SMS.

Client specialist

Looks up: Clients by name or email, client history, properties, open cases, and how a client is tagged.
Can propose: None.
Expected questions: Find this client; client history; properties for this client; open cases; how this client is tagged.

Comms ops

Also the default agent in Communications.

Looks up: Recent email and SMS, message templates, whether a client has been contacted, inbound from unknown senders.
Can propose: Customer email and SMS (quotes, invoices, reminders, updates).
Expected questions: Recent email/SMS; which templates exist; has this client been contacted; inbound from unknown senders.

Quote studio

Quotes, assessments, and catalog lookups for the sales motion.

Default: Quote helperAlso staffed: Sales specialist

Quote helper

Looks up: Open quotes and value, quotes awaiting a decision, outstanding assessments, last quote for a client, properties.
Can propose: A draft quote (confirmed by a person by default).
Expected questions: Open quotes and value; awaiting client decision; outstanding assessments; last quote for this client.

Sales specialist

Looks up: Quote pipeline, win rate, stale quotes, conversion trend, named reports, and clients.
Can propose: None — advisory only. No live writes.
Expected questions: Quote win rate; pipeline right now; stale quotes; conversion trend.

Dispatch

Scheduling board, crews, technicians, and jobs still unscheduled.

Default: Dispatch assistant

Dispatch assistant

Looks up: Today’s board, a technician’s day, double bookings, who is available, crews, and jobs still unscheduled.
Can propose: An appointment assignment (confirmed by a person by default).
Expected questions: What’s on the schedule today; this technician’s day; double bookings; who is available / which crews; jobs still unscheduled.

Field ops

Jobs in flight, hours, timesheets, and crew schedule.

Default: Field ops lead

Field ops lead

Read-only: it can't change job status or edit timesheets.

Looks up: Jobs in flight or overdue, jobs for a technician, hours this week, timesheets waiting approval, crew schedule tomorrow.
Can propose: None.
Expected questions: Jobs in flight / overdue; jobs for this technician; hours this week; timesheets waiting approval; crew schedule tomorrow.

Billing

Invoices, payments, deposits, and payment schedules.

Default: Billing specialist

Billing specialist

Looks up: What’s overdue and by how much, invoiced vs collected this month, recent payments, AR aging, unpaid invoices for a client, the job behind an invoice.
Can propose: A draft invoice (confirmed by a person by default).
Expected questions: What’s overdue and by how much; invoiced vs collected this month; recent payments; AR aging; unpaid invoices for this client.

Refunds, credits, payment capture, and QuickBooks import and export stay with your team; agents have no tools for them.

Communications

Email, SMS, templates, JustCall, and the communications feed.

Default: Comms ops

Comms ops

Same lookups as in Front office / Intake, plus sending customer email and SMS.

Looks up: Recent email and SMS, message templates, whether a client has been contacted, inbound from unknown senders.
Can propose: Customer email and SMS (quotes, invoices, reminders, updates).
Expected questions: Recent email/SMS; which templates exist; has this client been contacted; inbound from unknown senders.

Office / Admin

Reporting, preferences, tags, workflows, and tenant admin. Role and user changes stay human-only.

Default: Office managerAlso staffed: Reporting analyst, Workflow watcher, Tags librarian, Integrations concierge

Office manager

Looks up: Users and workspaces, monthly summary, revenue this month, failing workflows, integration health, tags.
Can propose: None — no role or user changes.
Expected questions: Users and workspaces; monthly summary report; revenue this month; failing workflows; integration health.

Reporting analyst

Looks up: Named reports, revenue for the month, invoiced vs collected, jobs completed, quotes summary.
Can propose: None.
Expected questions: Run the jobs report; revenue for the month; invoiced vs collected; jobs completed.

Workflow watcher

Looks up: Stuck or failed instances, what’s running, work-queue waiters.
Can propose: None — replay is admin-only. “How do I replay?” is guidance only.
Expected questions: Stuck or failed instances; what’s running; work-queue waiters.

Tags librarian

Looks up: Which tags are defined, what’s tagged with a given tag, whether a tag is used.
Can propose: None — creating a new tag is guidance only.
Expected questions: Which tags are defined; what’s tagged with X; is this tag used; how do I create a new tag.

Integrations concierge

Looks up: Whether QuickBooks is connected, when Jobber was last imported, whether JustCall is wired up, recent communications.
Can propose: None — Jobber, QuickBooks, and JustCall imports and exports stay human.
Expected questions: Is QuickBooks connected; when was the last Jobber import; is JustCall wired up; how do I start an import.

Role and user changes, tag create, workflow replay, and Jobber / QuickBooks / JustCall import stay with people. Agents can explain how; they cannot do those writes.

General

Cross-plugin questions and product help. Sandy names the specialist Space when she is out of coverage.

Default: Sandy KleenAlso staffed: Docs / help

Sandy Kleen

Looks up: What to look at today, find a record, how jobs are tracking, what’s overdue on money, how busy intake is.
Can propose: None.
Expected questions: What should I look at today; find this record; how are jobs tracking; what’s overdue on money; how busy is intake; which Space or specialist should I ask.

Docs / help

The only knowledge-base agent. Corpus is a static product guide (screens, statuses, how-tos, Space guides)—not your company documents.

Looks up: Where a screen lives, what a status means, how to do a task, which Space handles a kind of question.
Can propose: None. No live tenant records — product help only.
Expected questions: Where is this screen; what does this status mean; how do I do this; which Space handles this.

Agents that change records

Five agents have tools that create or change records, or send customer email and SMS. By default each change and message waits for confirmation; a company can let them run on their own.

Intake coordinatorPropose a new request
Quote helperPropose a draft quote
Dispatch assistantPropose an appointment assignment
Billing specialistPropose a draft invoice
Comms opsSend customer email or SMS (quotes, invoices, reminders, updates)

Stays with your team by default

Invoice refunds and credits
Payment capture
QuickBooks import and export
Jobber import
Tenant role and user changes
Timesheet writes

No tenant knowledge base. Docs / help is the exception.

There is no per-Space or per-agent knowledge base, no tenant Docs plugin for agents, and no search corpus except one static product guide.

Docs / help is the only agent with help tools. That corpus is global product guidance—navigation, status meanings, how-tos, and which Space is for what. It is not your company documents.

Everyone else knows their system prompt, the Space prompt, live Service Velocity records via their lookup tools, and this thread’s messages.

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