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Use Copilot to set up and manage the parts of your workspace that shape how employees submit requests and how AI responds to them. This includes , , forms, and form fields.
These configuration tasks are available to all workspace members. If you cannot access a setting, check with your workspace admin.

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AI agents

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Create and configure agents

Create new agents and configure how they behave, what they have access to, and how they respond in Slack.

Channels and knowledge bases

Control which and documents the agent can access. Connecting an agent to specific channels limits it to tickets in those channels. Connecting it to knowledge bases determines what documentation it can reference when answering questions.

Connect the IT Support Bot to the IT Support channel and the IT Knowledge Base

Configure how the agent responds in Slack channels:
  • Respond to all messages or only when mentioned (@agent)
  • Thread behavior: How the agent handles ticket threads (respond when mentioned, always, or never)

Set the HR Assistant to only respond when mentioned in the channel but always respond in ticket threads

Configure how the agent collects feedback and handles unresolved issues:
  • Thumbs up/down buttons on agent responses
  • Auto-create ticket on negative feedback so unresolved issues get tracked
  • Auto-respond settings for email and integration tickets

Turn on thumbs up/down feedback for the IT Support Bot and automatically create a ticket when someone gives negative feedback

Example prompts:

Create an IT Support Bot that responds to all messages in the #it-help Slack channel

List all agents in the workspace

Show me the settings for the HR Assistant agent

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Walkthrough: setting up a complete agent

You can describe an entire agent setup in one message and Copilot creates everything at once.
1

Describe the agent

Include the name, purpose, Slack behavior, connected channels and knowledge bases, and any special instructions.

Create a new agent called "IT Support Bot" with the description "Helps employees with IT issues." Set the custom prompt to "You are a helpful IT support assistant. Always ask clarifying questions before suggesting solutions." Set escalation instructions to "Create a high priority ticket if the user reports an account lockout or a security concern." Use a friendly tone with emojis. Connect it to the #it-help Slack channel, respond to all messages, and respond in ticket threads when mentioned. Connect it to the IT Support channel and the IT Knowledge Base.

2

Copilot creates the agent

Copilot creates the agent with all the settings you specified and shows an interactive card with the agent details.
3

Add rules

After creating the agent, add rules to define how it handles specific types of requests (see the rules section below).

Create a rule for password reset requests and attach it to IT Support Bot

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Agent rules

Rules tell an agent how to handle specific types of requests. Each rule has three parts:
  • Trigger: A description of when the rule should kick in (for example, “when someone asks about resetting their password”)
  • Instruction: What the agent should do when the rule matches (for example, “walk them through the self-service reset flow, then offer to create a ticket if they still need help”)
  • Examples: Sample messages that would match this rule, which help the agent recognize similar requests
Rules are not active until they are attached to an agent. You can share a single rule across multiple agents. When a message comes in, the agent evaluates all attached rules and applies every rule that matches, so you can have multiple rules that apply to the same request.
Example prompts:

Create a rule for password resets. Trigger: someone asks about resetting their password. Instruction: walk them through the self-service flow at okta.company.com/reset, then offer to create a ticket if that does not work. Examples: "I forgot my password", "How do I reset my login?", "I am locked out of my account." Attach it to the IT Support Bot.

Update the PTO policy rule to also mention the company holiday calendar

Attach the password reset rule to the IT Support Bot

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Agent personality

Configure how the agent communicates with employees. You can adjust the following settings:
  • Custom prompt: Instructions that shape the agent’s behavior and knowledge
  • Escalation instructions: When and how the agent should escalate to a human
  • Tone: Business, friendly, casual, or professional
  • Response length: Concise, balanced, or detailed
  • Emoji usage: None, some, or lots
  • Greeting: The first message the agent sends when a conversation starts
Example prompts:

Update the IT Support Bot to use a professional tone with short responses and no emojis

Set escalation instructions for the HR Assistant to immediately create an urgent ticket for any report involving harassment or discrimination

Change the greeting for the IT Support Bot to "Hey! What can I help you with today?"

You can also use Copilot to build workflows that automate actions your agents trigger

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Channels

Set up new to organize how employees submit requests. You can also rename existing channels or change their emoji. Example prompts:

Rename the "IT Help" channel to "IT Support"

List all channels in the workspace

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Forms

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Create a form

Create new forms to define how employees submit specific types of requests. After creating a form, add fields to collect the information you need. Example prompts:

Add a form called "Laptop Request" to the IT Support channel

Create a form called "PTO Request" with the description "Submit a time-off request for approval"

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Form fields

Add fields to forms to collect structured information when employees submit tickets. Each field can be required or optional. Supported field types:
  • Text: Single-line text input
  • Text area: Multi-line text input
  • Number: Numeric input
  • Date: Date picker
  • Time: Time picker
  • Boolean: Checkbox (yes/no)
  • Dropdown: Single-select list of options
  • Multi-select: Choose one or more options from a list
  • User select: Pick a user from the workspace
  • User multi-select: Pick multiple users
  • User group select: Pick a user group
  • Tag select: Pick a tag
  • File picker: File upload
  • Priority select: Priority picker
  • Duration: Duration input
  • Timezone select: Timezone picker
Adding fields:

Add a required dropdown field called "Office Location" with options for NYC, Austin, SF, and London

Add a required multi-select field called "Affected Systems" with options for Email, VPN, SSO, and Slack

Add a text field called "Additional Details" to the Laptop Request form

Editing fields: Update existing form fields to change their type, label, options, required status, or ordering. This is useful when a form evolves over time, for example, replacing a free-text field with a structured dropdown. What you can change:
  • Field label and description
  • Field type (for example, change text to dropdown, or dropdown to user select)
  • Options for dropdown and multi-select fields
  • Whether the field is required
  • Field ordering within the form

Change the "Office Location" field on the New Hire Setup form from text to a dropdown with options NYC, SF, Austin, and London

Make the "Employee Name" field required on the New Hire Setup form

Add "Chicago" and "Denver" as options to the "Office Location" dropdown

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Update a form

Rename forms, update their descriptions, and change default settings like priority. Example prompts:

Rename the "Laptop Request" form to "Equipment Request"

Set the default priority for the "Security Incident" form to high

Update the description of the "New Hire Setup" form to "Request equipment, access, and onboarding for a new team member"

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Walkthrough: setting up an intake form

Build a complete intake form by creating the form first, then adding fields one at a time.
1

Create the form

Create a form called "New Hire Setup" in the IT Support channel with the description "Request equipment and access for a new team member"

2

Add fields

Add each field one at a time. Copilot creates them in the order you specify.

Add a required text field called "Employee Name" to New Hire Setup

Add a required dropdown field called "Department" with options for Engineering, Sales, Marketing, Finance, and People Ops

Add a multi-select field called "Equipment Needed" with options for Laptop, Monitor, Keyboard, Mouse, and Headset

3

Verify the form

Show me the fields on the New Hire Setup form

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Tips

  • Describe the full agent in one message when creating a new one. Include the name, Slack behavior, connected channels and knowledge bases, and personality all at once.
  • Create rules with all three parts (trigger, instruction, examples) for the best results. Examples help the agent recognize matching requests more accurately.
  • Create the form first, then add fields. Copilot needs the form to exist before it can add fields to it.
  • Test agents after configuring. After setting up an agent and its rules, send it a message in Slack to make sure it responds as expected.
Learn more about everyday tasks, building automations, AI agents, agent rules, channels, and forms