Agent Builder
Build agents your support team trusts
Embrace Agents are the heart of the platform — governed, configurable AI teammates that answer questions, guide users, and take action across your support stack. Easily designed by you, without needing engineers.
Why Embrace Agents are different
Most AI support tools stop at suggesting responses. Embrace Agents are built to actually get things done.
Follows your playbooks
Agents behave the way you define, every time
Real system tools
Take action in Zendesk, Jira, and more when you allow it
Grounded in your content
Tightly scoped to your knowledge — no hallucinated answers
Built for governance
Clear roles, controlled access, consistent configuration
Structured UI
Serve forms, choices, and cards — not just text
Define the job. Set the playbook. Control the output.
Instructions direct a purpose-built agent that behaves like your best teammate — with detailed guidance across every dimension of how it thinks, acts, and responds.
Define the agent's job
Spell out the mission so there’s no ambiguity — what it does, who it serves, and what it must never do.
Audience
Customers, support reps, or internal teams
Scope
Troubleshooting, how-to guidance, escalation handoff
Hard limits
No pricing concessions, legal advice, product commitments
Fewer vague answers. Fewer escalations. More consistent outcomes.
Shape how the agent thinks and acts
Define the behavior that drives every interaction — from how it structures responses to how it handles the hard moments.
Preferred response structure
Bullets, steps, summary-first, decision tree
Ask for more information before proceeding
Environment, plan tier, error codes
Paths
When to offer options vs. recommend a single path
How to handle uncertainty
Follow-ups, ticket creation, policy links
Give agents the right tools
Agent Tools let agents execute workflows across internal and external systems like Zendesk, Salesforce, Jira, Confluence, and more. Instructions are where you define when and how they’re used — and when they shouldn’t be.
When to search vs. when to act
What data to pull before responding
How to update records — and what to leave alone
When to confirm before an irreversible step
When to escalate instead of acting
Set rules for high-risk moments
The edge cases that get mishandled are the ones that create churn. Define exactly how your agent responds when the stakes are high.
Security/privacy questions
Billing disputes
Known bugs or incidents
Customer frustration / escalation language
Requests that require approvals (refunds, contract changes, SLAs)
Make every response sound like your team
Define how transparent the agent is, how it sounds, and how it opens and closes every interaction — so the experience feels intentional at every touchpoint, not just the big moments.
Whether to show sources or surface a disclaimer
When and how to explain why it’s asking a question
Tone and escalation language that matches your brand
Set it once. Every interaction, everywhere.
Let agents do work — not just talk — without losing control.
When you enable Tools, Agents can go beyond Q&A and interact with your systems.
For example:
Embrace is designed so you can scale this safely.
Keep agents on-script, every time
In Agent Builder, you set Knowledge Constraints to control how much an agent relies on your content vs. the underlying model’s training data.
Knowledge Constraints
Strict
Uses only your provided content—best for precise, policy-accurate answers.
Best for policy-accurate, precise answers
Balanced
Blends your content with model capabilities.
Best for agents that need to go beyond your docs occasionally
Flexible
Leverages the model more heavily.
Best for broader, exploratory needs
This is how you move from “AI might hallucinate” to “AI behaves the way our business requires.”
Add-on controls (built in):
Display Sources
Show the titles of source content at the end of responses
Unanswerable Queries
Control what happens when the agent can’t answer
Footer Disclaimer
Add your own required disclaimer text to every response
How It Works
1,300%
ROI in one year
45%
fewer customer chats after deploying conversational self-service in the Support portal
50%
reduction in time/effort for internal employees to resolve customer issues
“Connecting people with our documentation in a way that meets them where they’re at has been our goal, and Embrace has really helped there!”
“With Embrace, we went from the art of the possible to doing something that added value in a remarkably short period of time.”
Chris Cox
Chief Digital & Technology Officer
“After jumping into the queue, I cleared 20 tickets in under an hour using Embrace — it was awesome.”
Support Manager
Up to
45%
reduction in time-to-close for basic “how-to” support questions
Integrations
Knowledge & docs
Zendesk Knowledge Base, Confluence, Notion, Guru, Salesforce Knowledge Base
Conversations
Zendesk tickets, Slack channels, Gong
Cloud file storage
Google Drive, OneDrive/SharePoint
Always up to date
Key sources auto-update (e.g., Zendesk KB, Notion, Confluence, Guru) with our pre-built integrations.
Built for security.
SOC 2 Type II certified
Independently audited for enterprise-grade protection.
Your data stays yours
Business content is never used for AI training.
Role-based permissions
Advanced access controls and data governance for secure content management across teams.
FAQs
How do you prevent hallucinations?
Use Strict knowledge constraint and optionally enable Display Sources so users can see what the agent relied on.
What systems can we allow agents to take actions in?
Yes — via Agent Tools, where you control which tools exist org-wide and which tools each specific agent can use.
Who can build and manage agents?
Embrace distinguishes between users who can chat with agents vs. users who can manage them (edit instructions, access, clone, release/delete).
How do we roll out agents safely to the right people?
Access is explicit — if a user hasn’t been given permission to use an Agent, they can’t use it.
Can we test before we publish?
Yes — Agent Builder includes a preview experience so you can iterate quickly before making an agent live.
Do we need engineers to get value?
Embrace is designed for business users at mid-sized companies, with fast implementations and the ability to go live without developer involvement.
Put agents at the center of your support strategy
Build governed, role-based agents that your team can trust—then deploy them where work actually happens: your ticketing system, your help center, your chat channels, and your automations.
