# Create an agent

> In Agents, select Create agent, give it a name and an optional template, set it up, then publish it and add it to a workflow.

Source: https://useline.io/help/ai-agents/create-an-agent  
Section: AI agents  
Last updated: 2026-11-05  
Plans: Pro, Business  
Roles: Owner, Admin

Select **Create agent** in **Agents**, then give the agent a name. You can start from a template or from an empty draft.

## Before you start

- You need the **Owner** or **Admin** role.
- You need the Pro or Business plan to create an agent. On Starter, **Create agent** and **Duplicate** are locked. You can still edit your default agent.

## Create the agent

1. Open **Agents**.
2. Select **Create agent**.
3. Under **Template (optional)**, select a template, or select **No template** for an empty draft.
4. In **Name**, type a name for the agent.
5. Select **Create agent**. The agent editor opens.

A template copies its objective, instructions, handover rules, channels and settings into the new agent. A template agent starts with version 1 published. An agent with no template starts as an empty draft.

## Set up the agent

1. In the **Identity** tab, set the **Name**, **Role** and **Objective**.
2. Under **Where does the Agent work?**, turn on **Messages**, **Calls** or **Email**.
3. Under **How does the Agent run a conversation?**, select **Open-ended** or **Data collection**.
4. Under **When can the Agent work?**, turn on each trigger the agent needs, for example **When a customer sends a message** or **When a customer calls**.
5. Under **Model**, select a model.
6. In the **Conversation** tab, add instructions and select the knowledge the agent can use.
7. In the **Procedures** tab, add handover rules if a person must take over in some cases.
8. In the **Tools** tab, set each tool to **Run**, **Ask first**, **Draft only** or **Off**.
9. Select **Save draft**.

## Publish the agent

1. Open the **Test** tab.
2. Make sure that the **Checks** list shows **Ready to publish**.
3. Select **Publish**.

## Put the agent to work

A published agent does not answer anyone until a workflow uses it.

1. Open **Workflows**.
2. Open the workflow for the number, widget or inbox.
3. Add an **Agent** step.
4. In **Agent**, select your agent.
5. Publish the workflow.

See [Build a workflow](https://useline.io/help/workflows/build-a-workflow).

## Other actions

The **More actions** menu in the agent header has these actions:

- **Duplicate** makes a copy as a draft. The copy is not live anywhere.
- **Apply a preset** replaces the draft settings with a template.
- **Archive** removes the agent from use. You cannot archive the default agent.

## Common problems

**Publish is not available.** A blocking check failed. Open the **Test** tab and fix each check in the list.

**The agent does not take calls.** Turn on **Calls** under **Where does the Agent work?**, then publish. A call workflow shows an agent without Calls as **Calls off**.

## Related articles

- [How AI agents work in Line](https://useline.io/help/ai-agents/how-agents-work.md): An agent answers calls, texts, WhatsApp, Web Chat and email for you. It replies only when a workflow has an Agent step that names it.
- [Give your agent knowledge](https://useline.io/help/ai-agents/agent-knowledge.md): Add documents such as policies and FAQs in Agents > Context, then turn them on for the agent in its Conversation tab.
- [Test your agent before it goes live](https://useline.io/help/ai-agents/test-your-agent.md): Use the agent's Test tab to chat with the draft on each channel. Nothing is sent or changed. Then check live runs in Activity.
- [Build and publish a workflow](https://useline.io/help/workflows/build-a-workflow.md): In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish.