Overview
Dock AI runs on Agents. They are templatized AI assistants with their own instructions, sources, and response format. Every Agent is either Internal or External, and Internal Agents also have an output type: Answers or Sections. This article breaks down what each combination means and which one you might need.
Internal vs. External Agents
Internal Agents
Internal agents power Dock AI chat for your team. Reps use them to get answers or generate content, right from Dock AI. They can pull from almost any source connected to Dock and they're never customer-facing.
External Agents
External Agents power AI Chat inside a customer-facing workspaces. They expand what a customer can ask beyond the workspace's visible content. Because External Agents are answering customer questions, it's important to keep their sources tightly scoped to content you're comfortable sharing outside your team.
Internal agent outputs: Answers vs. Sections
Internal agents can be built to produce one of two kinds of output:
Answers
Answers Agents respond directly to a question typed into Dock AI chat.
Sections
Sections Agents generate new content that a rep adds to a workspace (things like business case sections, executive summaries, or account summaries) based on a source the rep attaches, like a call transcript or document.
Building the Right Agent
💡 Below are some tips to help point you in the right direction:
If reps will ask it questions within Dock AI's native chat → Use an Internal Agent + Answers output
If reps will use it to generate content for a workspace (to show a client) → Internal Agent + Sections output
If customers will chat with it inside a workspace → External Agent