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Agents are the product path for teams that want Comms to own free-form conversation: instructions, knowledge, tools, and human handoff. You do not need an agent to use the Messages API. Keys talk to the line directly.

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When to use an agent

Use an agentUse the API only
Customers text free-form questionsSystem events (receipts, status, ops)
You want Creed / knowledge without codeYour product already owns the copy
Human handoff rules matterFully automated pipelines

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Create an agent

  1. Open Create in the dashboard.
  2. Describe the job in plain English.
  3. Confirm the line and test from the inbox.

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Combined pattern

Many production systems use both:
  1. Your backend sends operational messages via Send a message.
  2. An agent answers open-ended replies on the same line.
  3. Inbox handoff brings a human in when needed.
See How Comms works and Architecture.