How Assist automatically picks the right agent or template for you

Just describe what you want in plain English. Assist reads your message, looks at what's available in your workspace, and automatically routes your request to the right specialist agent or output template — so you don't need to know what exists to get the right result.

What you'll learn

• What agents and output templates are in Assist
• How Assist matches your request to the right one automatically
• What you'll see on screen when auto-calling happens
• When Assist will just reply normally instead of calling something
• How to phrase requests so routing works well from day one

What is an agent?

An agent is a specialist AI persona built for a specific job. Think of it like a teammate with a focused skill set — for example, a research agent that's great at gathering and summarising information, or a brand voice agent that knows how your company writes. Each agent has its own instructions, knowledge, and style, so it performs that one job really well.

What is an output template?

An output template is a structured format for a finished piece of work. Examples include a creative brief, a HelpScout article, a meeting summary, or a project plan. The template defines the shape of the document — the sections, the questions it answers, the layout — so every output of that type comes out consistent and complete.

How auto-calling works

When you send a message in Assist, it doesn't just guess. It runs through a short routine behind the scenes:

1. Reads your request in natural language.
2. Gathers context — it checks the projects, knowledge, and existing outputs available to you.
3. Matches your request to the most relevant agent and/or output template in your workspace or organisation.
4. Acts on it — by bringing that agent into the conversation, starting a new output from that template, or both.

The key thing to know: you don't need to memorise what agents or templates exist. Just describe what you want, and Assist will find the right tool for the job.

What you'll see when it happens

Assist is transparent about what it's doing. You'll usually see:

• Inline chips in the chat showing the tools it used, like "Used: List Projects" or "Used: List Knowledge". These tell you how it gathered context.
• The agent or template name surfaced in the conversation, so you can see who's helping and what's being built.
• A clarifying question if your request could go a couple of different ways. These are usually multi-choice, so you can answer in one tap and keep moving.

When Assist might not auto-call anything

Auto-calling only happens when it actually helps. Assist will simply reply in chat when:

• Nothing relevant exists — there's no matching agent or template in your workspace.
• Your message is conversational — a quick question, a clarification, or a "thanks".
• It can answer directly — for example, explaining a concept or summarising something already in the chat.

In those cases, you'll just get a normal reply. No template, no agent, no fuss.

Example walkthrough

Let's walk through a typical first-time experience.

Step 1: You type a plain-English request

In chat, you write:

"I need to write a creative brief for our new product launch."

You don't mention any template by name. You don't know what's in the workspace yet. That's fine.

Step 2: Assist gathers context

You'll see a couple of inline chips appear, such as "Used: List Projects" and "Used: List Knowledge". Assist is checking what's available to you — projects, existing knowledge, and the output templates in your workspace.

Step 3: Assist matches a template

It spots a Creative Brief output template in your workspace and surfaces it in the chat — something like "I'll use the Creative Brief template for this." You didn't have to know the template existed.

Step 4: A quick clarifying question

Because "new product launch" could mean a few things, Assist asks a short multi-choice question, for example:

"Which project should this sit under?"

• Spring Launch 2026
• Create a new project
• Not sure yet

You pick an option. That's it.

Step 5: Assist creates the output

Assist drafts the creative brief using the template structure, pulls in any relevant context from your project and knowledge, and shows you the finished output. You can read it, ask for edits, or share it from there.

The whole flow took one sentence from you. That's auto-calling doing its job.

Tips & common pitfalls

• Describe what you want, not how to build it. "Write a creative brief for the spring launch" works better than "use the creative brief template and fill in section 2". Let Assist do the matching.
• More context = better routing. The more projects, knowledge, and prior outputs in your workspace, the more accurately Assist can route your request. If you're brand new, expect routing to improve as your workspace fills up.
• If Assist picks the wrong thing, just say so. You can redirect mid-conversation with something like "actually, I meant a project plan, not a brief". Assist will switch and try again.
• Answer the clarifying questions. They're not busywork — they're how Assist confirms it's routing you correctly. A two-second answer can save a full rewrite.
• Auto-calling only finds things you have access to. If a teammate's private template or agent isn't showing up, that's permissions — not a bug. Ask them to share it with your workspace.
• Don't worry if nothing gets called. For quick questions and chit-chat, Assist will just reply normally. That's expected behaviour, not a miss.