# How AI agents work in Line

> 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.

Source: https://useline.io/help/ai-agents/how-agents-work  
Section: AI agents  
Last updated: 2026-11-05

An agent is an AI that talks to your customers on calls, SMS, WhatsApp, Web Chat and email. An agent does nothing on its own. It replies only when a workflow sends the call or message to it with an **Agent** step.

## The parts of an agent

You set up each agent in **Agents**. Open an agent to see three pages: **Configuration**, **Activity** and **Versions**.

**Configuration** has five tabs:

| Tab | What you set |
|-----|--------------|
| **Identity** | Picture, name, role and objective. The channels the agent works on, the conversation type, when it can work, and the model. Voice settings show when **Calls** is on. |
| **Conversation** | Goals and details to capture, instructions, knowledge, greetings, ending rules and limits. |
| **Procedures** | Procedures, handover rules and tasks. |
| **Tools** | What the agent can look up or change, and if it must ask a person first. |
| **Test** | A test chat and the checks that must pass before you publish. |

**Activity** shows each run of the agent, step by step. **Versions** shows every published version.

## Who decides when the agent replies

Workflows decide what happens to each call and message. The agent does not choose which numbers, chats or inboxes it answers.

1. A call or message arrives on one of your numbers, widgets or inboxes.
2. Line runs the workflow for that call or message.
3. If the workflow reaches an **Agent** step, the agent named in that step replies.
4. If no workflow reaches an **Agent** step, the message waits in the Inbox for a person.

The **Live on** row in the **Identity** tab shows where workflows use the agent. To change it, open **Workflows**.

> **Note:** A new number, widget or inbox has a default message workflow with no Agent step. Your agent does not reply there until you add one.

## Drafts and published versions

Your edits go into a draft. Customers always get the live version. Select **Publish** to make the draft live. Each publish makes a new version. A workflow always runs the agent's current published version, so you do not need to publish the workflow again.

## Your default agent

Every workspace starts with one agent, marked **Default** in **Agents**. You can edit it on every plan. To create more agents, you need the Pro or Business plan.

## Who can change agents

Every member can view agents and their activity. Only an **Owner** or an **Admin** can edit, test, publish or archive an agent.

## Related articles

- [Create an agent](https://useline.io/help/ai-agents/create-an-agent.md): 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.
- [How workflows decide what happens to calls and messages](https://useline.io/help/workflows/how-workflows-work.md): Workflows alone decide what happens. A call runs one workflow for its number. A message runs every matching workflow, then the default.
- [Choose if your agent sends replies or drafts them](https://useline.io/help/ai-agents/agent-modes.md): The Agent step in a workflow has a mode. Act sends replies. Draft saves each reply for a person to approve. Calls run only in Act.
- [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.