Agents Overview

How to configure customer-facing Comms agents.

Agents are saved workflows that turn events or inbound messages into customer-facing responses with osis-comms-1, memory, knowledge, and tools.

Agent fields

Field	Purpose
Name	Customer-facing identity for the agent.
Instructions	The system behavior and boundaries.
Knowledge	Business context and long-lived agent memory.
Tools	Built-in tools and approved MCP tools.
Integrations	Delivery providers, MCP servers, sources, and workspace connections.
Channels	SMS, iMessage, email, or future adapters.

Agent Runtime

Comms uses agent mode for subscriber-facing workflows. Each run gathers the latest message, conversation history, saved knowledge, subscriber memory, and approved tools before producing a delivery-safe reply.

Model

The product should expose osis-comms-1 to users. Internally, the runtime can route that through the managed Osis model endpoint.

Runtime guardrails

The runtime checks for several failure modes:

• Claiming no access before using attached MCP tools.
• Pretending to look up data without making a tool call.
• Asking for identifiers before using subscriber-safe MCP tools.
• Selected MCP servers that did not resolve callable tool schemas.

If a guardrail fails, the run is retried when possible or fails closed.