> ## Documentation Index
> Fetch the complete documentation index at: https://docs.armin.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Agents

> Automate customer support tickets from first request to resolution.

AI Agents automate customer support tickets end to end. They understand the request, use current business data, take approved actions, and keep the customer informed until the ticket is resolved or handed to a person.

## One conversation owner

Think of a ticket like a relay baton. One AI Agent or Workflow owns the customer conversation at a time. For up to 30 days after a normal AI reply, the same agent normally handles the customer's follow-up with context. It can also hand the conversation to one suitable specialist or a human.

After the agent finishes normal work, a human reply stops that agent's follow-up. A later message can be matched again. If the agent is still paused for customer information, a delay, or approval, the human reply prevents it from resuming, but the open pause also blocks a fresh AI Agent. Read [Routing and ownership](/ai-agents/routing-and-ownership) for the full behavior.

## What an AI Agent can do

An AI Agent can:

* understand the customer's intent and conversation history
* retrieve live order, shipment, return, and customer data
* answer questions and update connected systems
* wait, follow up, and collect feedback
* route or escalate sensitive and exceptional cases
* resolve completed tickets
* prepare and send scheduled support reports

Channels bring conversations into the Inbox. Integrations and more than 1,200 MCP connections give agents access to the business systems needed to complete the job. Ask Torben helps you create, test, diagnose, and improve each agent.

## Common support jobs

<CardGroup cols={3}>
  <Card title="Order tracking" icon="truck" href="/ai-agents/examples">
    Answer WISMO questions with live shipping status.
  </Card>

  <Card title="FAQs" icon="book-open" href="/ai-agents/examples">
    Reply from your knowledge base and route uncertain cases.
  </Card>

  <Card title="Returns and refunds" icon="rotate-left" href="/ai-agents/examples">
    Check policy and order data, then process or escalate.
  </Card>

  <Card title="Address updates" icon="map-pin" href="/ai-agents/examples">
    Change delivery details while the order is still editable.
  </Card>

  <Card title="Discount rescue" icon="tag" href="/ai-agents/examples">
    Detect an at-risk customer and send an approved offer.
  </Card>

  <Card title="CSAT and reporting" icon="chart-line" href="/ai-agents/examples">
    Follow up after support and share recurring reports.
  </Card>
</CardGroup>

## Start here

<CardGroup cols={2}>
  <Card title="Getting started" icon="rocket" href="/ai-agents/getting-started">
    Create, test, and activate your first focused AI Agent.
  </Card>

  <Card title="Triggers and filters" icon="filter" href="/ai-agents/triggers-and-filters">
    Start an agent from an exact match, customer intent, or a delay.
  </Card>

  <Card title="Routing and ownership" icon="route" href="/ai-agents/routing-and-ownership">
    Understand which automation owns the customer conversation.
  </Card>

  <Card title="Skills and actions" icon="wrench" href="/ai-agents/skills-and-actions">
    Connect knowledge, business data, actions, and approvals.
  </Card>

  <Card title="Testing and runs" icon="flask" href="/ai-agents/testing-and-runs">
    Validate behavior and inspect every execution.
  </Card>

  <Card title="Examples" icon="lightbulb" href="/ai-agents/examples">
    Launch from current customer-support templates.
  </Card>
</CardGroup>

## Open AI Agents

<CardGroup cols={2}>
  <Card title="AI Agents overview" icon="sparkles" href="https://armin.cx/app/_/ai/agents-v2">
    Create agents and review support automation at a glance.
  </Card>

  <Card title="Run history" icon="list-check" href="https://armin.cx/app/_/ai/agents-v2/runs">
    Inspect live and test executions across agents.
  </Card>

  <Card title="Suggestions" icon="lightbulb" href="https://armin.cx/app/_/ai/agents-v2/suggestions">
    Find recurring support topics worth automating.
  </Card>

  <Card title="MCP connections" icon="plug" href="https://armin.cx/app/_/ai/agents-v2/mcp">
    Connect more business systems to your agents.
  </Card>
</CardGroup>

For new support automation, start with AI Agents. Rules remain useful for exact, simple if/then changes. Classic AI is considered only when no existing work, macro Workflow, or AI Agent takes the conversation. See [Routing and ownership](/ai-agents/routing-and-ownership).