> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure your workspace

> Use Copilot to set up agents, channels, forms, and form fields in your workspace using natural language instructions and chat-driven setup.

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 <Tooltip headline="AI Agents" tip="Conversational AI assistants that help users get instant answers" cta="Learn about AI agents" href="/documentation/automate/agents/overview">AI agents</Tooltip>, <Tooltip headline="Channels" tip="Organize tickets by team or function" cta="Learn about channels" href="/documentation/tickets/channels">channels</Tooltip>, forms, and form fields.

<Info>
  These configuration tasks are available to all workspace members. If you cannot access a setting, check with your workspace admin.
</Info>

***

## AI agents

### Create and configure agents

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

<AccordionGroup>
  <Accordion title="Channels and knowledge bases" defaultOpen>
    Control which <Tooltip headline="Channels" tip="Organize tickets by team or function" cta="Learn about channels" href="/documentation/tickets/channels">channels</Tooltip> and <Tooltip headline="Knowledge base" tip="Searchable documentation and resources" cta="Learn about knowledge" href="/documentation/automate/knowledge/overview">knowledge base</Tooltip> 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.

    <Prompt description="Connect the IT Support Bot to the IT Support channel and the IT Knowledge Base">
      Connect the IT Support Bot to the IT Support channel and the IT Knowledge Base
    </Prompt>
  </Accordion>

  <Accordion title="Slack channel behavior">
    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)

    <Prompt description="Set the HR Assistant to only respond when mentioned in the channel but always respond in ticket threads">
      Set the HR Assistant to only respond when mentioned in the channel but always respond in ticket threads
    </Prompt>
  </Accordion>

  <Accordion title="Feedback and escalation settings">
    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

    <Prompt description="Turn on thumbs up/down feedback for the IT Support Bot and automatically create a ticket when someone gives negative feedback">
      Turn on thumbs up/down feedback for the IT Support Bot and automatically create a ticket when someone gives negative feedback
    </Prompt>
  </Accordion>
</AccordionGroup>

**Example prompts:**

<Prompt description="Create an IT Support Bot that responds to all messages in the #it-help Slack channel">
  Create an IT Support Bot that responds to all messages in the #it-help Slack channel
</Prompt>

<Prompt description="List all agents in the workspace">
  List all agents in the workspace
</Prompt>

<Prompt description="Show me the settings for the HR Assistant agent">
  Show me the settings for the HR Assistant agent
</Prompt>

#### Walkthrough: setting up a complete agent

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

<Steps>
  <Step title="Describe the agent">
    Include the name, purpose, Slack behavior, connected channels and knowledge bases, and any special instructions.

    <Prompt description={'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.'}>
      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.
    </Prompt>
  </Step>

  <Step title="Copilot creates the agent">
    Copilot creates the agent with all the settings you specified and shows an interactive card with the agent details.
  </Step>

  <Step title="Add rules">
    After creating the agent, add rules to define how it handles specific types of requests (see the rules section below).

    <Prompt description="Create a rule for password reset requests and attach it to IT Support Bot">
      Create a rule for password reset requests and attach it to IT Support Bot
    </Prompt>
  </Step>
</Steps>

### 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

<Info>
  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 selects the single best match. If multiple rules could apply, the agent picks the most specific one.
</Info>

**Example prompts:**

<Prompt description={'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.'}>
  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.
</Prompt>

<Prompt description="Update the PTO policy rule to also mention the company holiday calendar">
  Update the PTO policy rule to also mention the company holiday calendar
</Prompt>

<Prompt description="Attach the password reset rule to the IT Support Bot">
  Attach the password reset rule to the IT Support Bot
</Prompt>

#### Tools and execution policies on rules

When you create or update a rule, tell Copilot which integration tools or published [Foundry actions](/documentation/automate/foundry/using-actions) the agent should call when the rule fires. Copilot lists the available tools, wires the ones you select into the rule, and sets a per-tool [execution policy](/documentation/automate/agents/configure#tool-execution-policies): **auto-execute**, **requires confirmation**, or **requires approval**. Use the policy to gate write or destructive actions before they run. Tools wired this way are only available to the agent while the rule is active.

<Info>
  Ask Copilot to "list the tools I can give an agent" if you are not sure what is available. Copilot only surfaces tools the workspace has connected.
</Info>

**Example prompts:**

<Prompt description="What tools can I wire into an agent rule?">
  What tools can I wire into an agent rule?
</Prompt>

<Prompt description={'Update the "Add to Slack group" rule to give the agent the Slack "Add group members" tool, and require approval before it runs.'}>
  Update the "Add to Slack group" rule to give the agent the Slack "Add group members" tool, and require approval before it runs.
</Prompt>

<Prompt description={'Create a rule called "Deactivate Okta user" that triggers when a manager asks to offboard a teammate. Wire in the Okta "Deactivate user" tool and require approval from the IT leads template before it runs.'}>
  Create a rule called "Deactivate Okta user" that triggers when a manager asks to offboard a teammate. Wire in the Okta "Deactivate user" tool and require approval from the IT leads template before it runs.
</Prompt>

<Prompt description={'Add my "Lookup employee" Foundry action to the New Hire Setup rule and let it auto-execute.'}>
  Add my "Lookup employee" Foundry action to the New Hire Setup rule and let it auto-execute.
</Prompt>

### 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:**

<Prompt description="Update the IT Support Bot to use a professional tone with short responses and no emojis">
  Update the IT Support Bot to use a professional tone with short responses and no emojis
</Prompt>

<Prompt description="Set escalation instructions for the HR Assistant to immediately create an urgent ticket for any report involving harassment or discrimination">
  Set escalation instructions for the HR Assistant to immediately create an urgent ticket for any report involving harassment or discrimination
</Prompt>

<Prompt description={'Change the greeting for the IT Support Bot to "Hey! What can I help you with today?"'}>
  Change the greeting for the IT Support Bot to "Hey! What can I help you with today?"
</Prompt>

<Callout icon="link" color="#6B7280">
  You can also use Copilot to [build workflows](/documentation/automate/copilot/build-automations) that automate actions your agents trigger
</Callout>

***

## Channels

Set up new <Tooltip headline="Channels" tip="Organize tickets by team or function" cta="Learn about channels" href="/documentation/tickets/channels">channels</Tooltip> to organize how employees submit requests. You can also rename existing channels or change their emoji.

**Example prompts:**

<Prompt description={'Create a channel called "Facilities" with the 🏢 emoji'}>
  Create a channel called "Facilities" with the 🏢 emoji
</Prompt>

<Prompt description={'Rename the "IT Help" channel to "IT Support"'}>
  Rename the "IT Help" channel to "IT Support"
</Prompt>

<Prompt description="List all channels in the workspace">
  List all channels in the workspace
</Prompt>

***

## Forms

### 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:**

<Prompt description={'Add a form called "Laptop Request" to the IT Support channel'}>
  Add a form called "Laptop Request" to the IT Support channel
</Prompt>

<Prompt description={'Create a form called "PTO Request" with the description "Submit a time-off request for approval"'}>
  Create a form called "PTO Request" with the description "Submit a time-off request for approval"
</Prompt>

### 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:**

<Prompt description={'Add a required dropdown field called "Office Location" with options for NYC, Austin, SF, and London'}>
  Add a required dropdown field called "Office Location" with options for NYC, Austin, SF, and London
</Prompt>

<Prompt description={'Add a required multi-select field called "Affected Systems" with options for Email, VPN, SSO, and Slack'}>
  Add a required multi-select field called "Affected Systems" with options for Email, VPN, SSO, and Slack
</Prompt>

<Prompt description={'Add a text field called "Additional Details" to the Laptop Request form'}>
  Add a text field called "Additional Details" to the Laptop Request form
</Prompt>

**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
* Conditional visibility (parent field and triggering values)
* Allowed entities or source integration on entity-picker fields

<Prompt description={'Change the "Office Location" field on the New Hire Setup form from text to a dropdown with options NYC, SF, Austin, and London'}>
  Change the "Office Location" field on the New Hire Setup form from text to a dropdown with options NYC, SF, Austin, and London
</Prompt>

<Prompt description={'Make the "Employee Name" field required on the New Hire Setup form'}>
  Make the "Employee Name" field required on the New Hire Setup form
</Prompt>

<Prompt description={'Add "Chicago" and "Denver" as options to the "Office Location" dropdown'}>
  Add "Chicago" and "Denver" as options to the "Office Location" dropdown
</Prompt>

**Removing fields:**

Remove a field from a form when it is no longer needed. Removing a parent field also removes any child fields that depend on it, so Copilot asks for confirmation before deleting.

<Prompt description={'Remove the "Old Manager Email" field from the New Hire Setup form'}>
  Remove the "Old Manager Email" field from the New Hire Setup form
</Prompt>

<Prompt description={'Delete the "Preferred Shipping Address" field from the Laptop Request form'}>
  Delete the "Preferred Shipping Address" field from the Laptop Request form
</Prompt>

### Conditional fields

Show or hide a field based on the value of another field on the same form. Use this to keep forms short when only some questions apply to a given request.

A conditional field has a **parent** (the field whose value controls visibility) and optionally specific **triggering values** (the parent options that reveal the child). If you do not specify triggering values, the child appears whenever the parent has any value. Conditional fields can be nested — a grandchild can depend on a child that depends on a parent.

Describe the relationship in plain language and Copilot wires it up. Create the parent field first so Copilot can reference it.

<Prompt description={'On the IT Support form, show a "Device Type" dropdown with options Laptop, Monitor, and Keyboard only when "Category" is set to Hardware'}>
  On the IT Support form, show a "Device Type" dropdown with options Laptop, Monitor, and Keyboard only when "Category" is set to Hardware
</Prompt>

<Prompt description={'Add a "Reason for Extended Leave" text field to the PTO Request form that only appears when "Leave Type" is set to Medical or Bereavement'}>
  Add a "Reason for Extended Leave" text field to the PTO Request form that only appears when "Leave Type" is set to Medical or Bereavement
</Prompt>

<Prompt description={'Make the "Backup Contact" field on the New Hire Setup form a child of "Department" so it only shows for Engineering'}>
  Make the "Backup Contact" field on the New Hire Setup form a child of "Department" so it only shows for Engineering
</Prompt>

<Prompt description={'Remove the dependency on the "Reason for Extended Leave" field so it always shows on the PTO Request form'}>
  Remove the dependency on the "Reason for Extended Leave" field so it always shows on the PTO Request form
</Prompt>

### Restrict entity-picker fields

For fields that pick a user, group, application, or tag, you can restrict which options employees see. This keeps long lists manageable and prevents people from selecting the wrong entity.

You can restrict picker fields two ways:

* **Allowlist**: A specific set of users, groups, applications, or tags that the field will show. Everything else is hidden.
* **Source**: Limit the picker to entities from a single integration, for example only groups from Okta or only users from Google Workspace.

<Prompt description={'On the Access Request form, restrict the "Application" picker to Salesforce, Notion, and Figma'}>
  On the Access Request form, restrict the "Application" picker to Salesforce, Notion, and Figma
</Prompt>

<Prompt description={'On the New Hire Setup form, set the "Team" group picker to only show groups from Okta'}>
  On the New Hire Setup form, set the "Team" group picker to only show groups from Okta
</Prompt>

<Prompt description={'Clear the allowlist on the "Application" field so all apps are available'}>
  Clear the allowlist on the "Application" field so all apps are available
</Prompt>

### Update a form

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

**Example prompts:**

<Prompt description={'Rename the "Laptop Request" form to "Equipment Request"'}>
  Rename the "Laptop Request" form to "Equipment Request"
</Prompt>

<Prompt description={'Set the default priority for the "Security Incident" form to high'}>
  Set the default priority for the "Security Incident" form to high
</Prompt>

<Prompt description={'Update the description of the "New Hire Setup" form to "Request equipment, access, and onboarding for a new team member"'}>
  Update the description of the "New Hire Setup" form to "Request equipment, access, and onboarding for a new team member"
</Prompt>

### Archive or delete a form

Retire a form you no longer use. Copilot archives by default, which hides the form from employees but preserves the tickets that were already submitted with it. Ask for permanent deletion only when you are sure — it cannot be undone, and it fails if the form is set as the default for its channel.

<Info>
  Copilot always asks for confirmation before archiving or deleting a form.
</Info>

<Prompt description={'Archive the "Old Laptop Request" form'}>
  Archive the "Old Laptop Request" form
</Prompt>

<Prompt description={'Permanently delete the "Test Form" from the IT Support channel'}>
  Permanently delete the "Test Form" from the IT Support channel
</Prompt>

### Walkthrough: setting up an intake form

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

<Steps>
  <Step title="Create the form">
    <Prompt description={'Create a form called "New Hire Setup" in the IT Support channel with the description "Request equipment and access for a new team member"'}>
      Create a form called "New Hire Setup" in the IT Support channel with the description "Request equipment and access for a new team member"
    </Prompt>
  </Step>

  <Step title="Add fields">
    Add each field one at a time. Copilot creates them in the order you specify.

    <Prompt description={'Add a required text field called "Employee Name" to New Hire Setup'}>
      Add a required text field called "Employee Name" to New Hire Setup
    </Prompt>

    <Prompt description={'Add a required dropdown field called "Department" with options for Engineering, Sales, Marketing, Finance, and People Ops'}>
      Add a required dropdown field called "Department" with options for Engineering, Sales, Marketing, Finance, and People Ops
    </Prompt>

    <Prompt description={'Add a multi-select field called "Equipment Needed" with options for Laptop, Monitor, Keyboard, Mouse, and Headset'}>
      Add a multi-select field called "Equipment Needed" with options for Laptop, Monitor, Keyboard, Mouse, and Headset
    </Prompt>
  </Step>

  <Step title="Verify the form">
    <Prompt description="Show me the fields on the New Hire Setup form">
      Show me the fields on the New Hire Setup form
    </Prompt>
  </Step>
</Steps>

***

## 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.
* **Gate write tools on rules.** When wiring an integration or Foundry tool into a rule, ask Copilot to require confirmation for write actions and approval for sensitive or destructive ones.
* **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.

<Callout icon="link" color="#6B7280">
  Learn more about [everyday tasks](/documentation/automate/copilot/everyday-tasks), [building automations](/documentation/automate/copilot/build-automations), [AI agents](/documentation/automate/agents/overview), [agent rules](/documentation/automate/agents/configure), [channels](/documentation/tickets/channels), and [forms](/documentation/tickets/forms/overview)
</Callout>