The Assist Marketplace: Discovering and Distributing Templates, Agents and Skills

The Assist Marketplace is a curated catalogue inside your workspace library where the Assist team publishes ready-made templates, agents and skills. Instead of building from scratch, you can browse the Marketplace and install what you need in one click.

This article walks you through how to find and install items as an everyday user, and — further down — how Account Success staff and super admins create and manage listings.

What is the Marketplace?

The Marketplace is a new section in your workspace library, sitting alongside Agents, Templates and Knowledge. It looks and behaves almost identically to the standard library — the difference is that the items inside it are curated and published by the Assist team rather than built by your own workspace.

From here you can:

• Browse curated templates, agents and skills
• View a rich detail page for each listing (tagline, description, screenshots, videos and links to docs)
• Install an item into your workspace or organisation with a single click

Finding the Marketplace

1. Open your Library.
2. Click the Marketplace tab in the left sub-nav.
3. Browse the available listings. As the catalogue grows you'll be able to filter by tags to narrow things down.
4. Click any listing to open its detail page, where you'll find the full description, media and any linked Help Scout documentation.

Installing an item

Installing is deliberately simple — and deliberately literal.

There are two possible install scopes, and the one you get is determined by where you are when you click Install:

• Workspace level — if you're inside a workspace, the item installs to that workspace only.
• Organisation level — if you're at the org level, the item installs across the whole organisation.

There's no separate "promote from private to org" step — the install button installs to wherever you currently are.

Once installed, the item shows up in your normal Templates or Agents list and is immediately usable in a new chat.

"Install on request only" listings

Some listings — typically paid or restricted items — don't show an Install button. Instead, you'll see a Contact your account manager for more info button.

Note: If you see this, reach out to your Account Success contact. They'll handle access on your behalf.

Important things to know about installed items

Before you install, it's worth understanding how installed items behave:

• They are active references, not copies. An installed item points back at the marketplace version.
• You can't fork, edit, or adapt them today. Customisation isn't available yet.
• They update automatically. When the Assist team updates a marketplace template, the change propagates to every org that has it installed — instantly.

Heads up: Because installed items are live references, you should always test a marketplace item in a low-stakes chat first to see how it behaves in your workspace.

For Marketplace Admins

Important: This section applies only to Account Success staff and super admins. Regular users cannot access Marketplace Admin.

If you're responsible for publishing content into the Marketplace, the rest of this article is for you.

Tagging organisations with Marketplace Categories

Categories are how you control which orgs can see which listings. Without them, an org-specific listing could be visible to every org with marketplace access.

To tag an organisation:

1. Open the org's Org Settings.
2. Find the Marketplace Categories field.
3. Type a category name (for example MSQ , Video Gen Beta , or The Gate ) and save.
4. Add as many categories per org as you need.

Important: Tagging is two-sided. For a listing to be visible to a given org, both the listing AND the recipient org must carry the same category tag. If either side is missing the tag, the listing won't appear.

Getting to Marketplace Admin

1. Go to the org list.
2. In the left-hand sidebar, find the section containing Global Skills and Marketplace Admin (they're grouped together).
3. Click Marketplace Admin.

The two-step model: assets vs listings

This is the most important concept to grasp. Publishing to the Marketplace is always a two-step process:

Step 1 — Create the underlying asset. Inside Marketplace Admin you'll find sections for Agents, Templates and Skills. The builders are identical to the ones in a normal org library. (Note: Knowledge is not a marketplace asset type.)

Step 2 — Create a listing for that asset. The asset is invisible to users until a listing exists.

The listing is a marketing wrapper that points at the underlying asset. Users only ever see the listing copy — never the underlying template name, prompts, or internals.

Cloning an existing template or agent from another org

If a great template already exists in another org, you can bring it into the Marketplace without rebuilding it.

1. Inside Marketplace Admin, open Templates or Agents.
2. Use the search field and type a keyword (e.g. persona ).
3. Click Clone on the match.

The clone pulls everything across — the template itself and any associated knowledge or skills.

Important: A clone is a point-in-time copy. Future edits in the source org do not sync into the marketplace clone. If the source template changes and you want the Marketplace version updated, you'll need to edit it yourself.

Anatomy of a listing

When you create a listing, you'll fill in:

• Title — can differ from the underlying template name
• Tagline — short hook for the listing card
• Description — full marketing copy
• Tags — used for in-marketplace filtering
• Media — images, video, and links (Help Scout docs, demo videos, screenshots)
• Categories — controls org visibility (see above)
• Install on request only — toggle for gated/paid listings
• Status — Draft or Published

Note: A dedicated Price field is planned but not in the UI yet. For now, mention pricing inside the tagline or description.

Pricing and gated listings

To gate a listing behind a conversation — for example, a paid item like Storyboard:

1. Open the listing.
2. Toggle Install on request only ON.
3. Save.

This replaces the Install button with Contact your account manager for more info for end users.

Publishing and unpublishing

Listings have two statuses:

• Published — live in the marketplace
• Draft — hidden from users

To pull something from the Marketplace, open the listing's edit page and switch its status to Draft. You can republish at any time.

Editing marketplace items — important watch-outs

• Edits propagate globally and instantly. Editing a listed template in Marketplace Admin updates it for every org that has installed it. Treat changes carefully — ideally with a changelog or a quick comms note for affected orgs.
• Only super admins can edit marketplace assets today. A delegated-editor role (so a partner could maintain their own listing) is not yet implemented. For now, if a partner needs an update, an admin has to make it for them.

Common pitfalls and watch-outs

Keep these in mind whenever you're working in the Marketplace:

• Always set a Category on org-specific listings. An untagged listing is visible to every org with marketplace access.
• Both the listing AND the recipient org must carry the same category tag — tagging only one side won't work.
• Cloned templates are point-in-time copies — source-org edits don't sync.
• Marketplace edits propagate globally and instantly to every org with the item installed.
• Installed items are references, not copies — there's no forking or local customisation today.