What the Marketplace is and how to use it

What you'll learn

By the end of this article, you'll know:

What the Marketplace is and how it fits into Assist
The difference between a listing and the actual agent, template, or skill behind it
How Marketplace Categories control which listings your organisation can see
Who can publish to the Marketplace versus who can install from it
The difference between cloning a template and installing one from the Marketplace
How to install items at either workspace or organisation level
What happens with paid or on-request items

The main explanation

The Marketplace is a place inside Assist where your organisation can discover, install, and use pre-built agents, output templates, and skills that have been published by Assist or by partner organisations. If you've used your organisation library before, the Marketplace will feel familiar — once something is installed, it behaves exactly the same way. This article is mostly for end users who'll be browsing and installing, with a lighter section at the end for admins who manage Marketplace content.

What the Marketplace actually is

Think of the Marketplace as a shared shop-front. Other organisations (and the Assist team) publish useful agents, output templates, and skills there, and you can install the ones that look helpful into your own workspace or organisation. Once installed, they show up in your library and you use them just like anything else you've built yourself.

You'll find the Marketplace alongside your organisation library. Browsing it should feel very similar — same kind of cards, same install/usage patterns.

Listings vs the actual asset

When someone publishes to the Marketplace, there are really two things involved:

The underlying asset — the actual agent, output template, or skill. This is what gets installed into your library.
The listing — the shop-front entry that wraps the asset with a name, description, tags, media (videos, images, Help Scout doc links), and any pricing info.

You only ever interact with the listing when browsing. When you install, the underlying asset is what comes across.

Marketplace Categories and visibility

Not every listing is meant for every organisation. To control this, organisations are tagged with Marketplace Categories (for example, "MSQ") in their org settings. Listings can target one or more categories, which means only organisations tagged with that category will see them.

A couple of things follow from this:

If a listing is uncategorised, everyone on the Marketplace can see it.
If a listing is categorised, only organisations tagged with a matching category will see it.
If you're expecting to see a particular listing and it's not there, it's worth checking that your org has the right category tag.

This is how, for example, MSQ-specific content stays visible to MSQ orgs and doesn't clutter the Marketplace for other organisations.

Who can publish vs who can install

The Marketplace has two sides:

Browsing and installing — available to regular users. If you can see the Marketplace, you can install from it (subject to your normal permissions).
Publishing and managing listings — handled inside Marketplace Admin, which is only accessible to super admins and Account Success staff. Regular users won't see this and don't need to.

So if you're a brand-new user: don't worry about the admin side. You'll just be browsing and installing.

Cloning vs installing — and why it matters

There are two different ways content can come into your organisation from the Marketplace, and they behave differently.

Installing from a listing creates a live link to the source. When the Marketplace admin updates the source template, agent, or skill, your installed copy updates too. This is the usual route.
Cloning (done from Marketplace Admin) takes a point-in-time copy of an existing template from any organisation and pulls it into the Marketplace. A clone does not update when the original changes — it's a snapshot.

The short version: installs stay in sync; clones don't. Most end users only ever install, so this mainly matters for admins deciding how to build out the Marketplace catalogue.

Workspace vs organisation install

When you install something from the Marketplace, you'll be asked where to install it:

Workspace level — just the workspace you're currently in. Good when only one team needs it.
Organisation level — available across the whole organisation. Good for things everyone should have.

You can pick whichever fits. If you're not sure, workspace level is the safer starting point — you can always reinstall more broadly later.

Paid and on-request items

Some listings aren't free-install. For those, the publisher can set the listing to install on request only. When that's on, the install button is replaced with a prompt to Contact your account manager, and you arrange access through them rather than installing directly.

Full pricing display inside the listing is coming in a later update — for now, on-request is the main way paid items are handled.

Example / walkthrough

Here's what each side actually looks like in practice.

Installing a Marketplace item (for end users)

Open the Marketplace from your organisation navigation.
Browse the available listings. If the catalogue is large, use the tags to filter down to what you're after.
Click into a listing to see the description, media, and any documentation the publisher has attached.
Click Install and choose where to install it:
- Workspace level — only the current workspace.
- Organisation level — across your whole organisation.
Confirm the install.
Head to your library — the installed agent, template, or skill will be there, ready to use exactly like anything else.

If the listing is marked as install on request only, you'll see a Contact your account manager prompt instead of the install button. Reach out to them to arrange access.

Publishing a Marketplace item (for admins)

This side is only available to super admins and Account Success staff. If that's not you, you can skip this section.

From the org list, open Marketplace Admin.
Create the underlying asset — either build a new agent, output template, or skill directly in Marketplace Admin, or use the search-and-clone feature to clone an existing template from any organisation. (Remember: clones are point-in-time copies, not live links.)
Create a new listing for that asset.
Fill in the listing details: name, description, tags, media (videos, images, Help Scout doc links), and any Marketplace Categories you want to target.
If the item is paid or restricted, toggle install on request only so the install button is replaced with a contact prompt.
Either publish the listing so it appears in the Marketplace, or save it as a draft to keep it hidden until it's ready.

You can come back to any listing later to edit it, switch it back to draft to unpublish it, or update the underlying asset (which will flow through to everyone who has it installed).

Tips & common pitfalls

A few things worth keeping in mind as you start using the Marketplace:

Installs update, clones don't. When you install from a listing, your copy stays in sync with the source. Clones (created in Marketplace Admin) are point-in-time snapshots and won't update when the original changes.
Categories control what you see. If you can't see a listing you were expecting, check that your organisation has the right Marketplace Category set in org settings. Uncategorised listings are visible to everyone; categorised ones only show to matching orgs.
Drafts effectively unpublish a listing. If a listing has disappeared from the Marketplace, an admin may have moved it back to draft — that's the normal way to take something down without deleting it.
Only super admins see Marketplace Admin. Regular users will only ever see the browsing side, and that's fine — there's nothing to set up on your end to start installing.
Paid items use "install on request only". Don't be surprised if some listings show Contact your account manager instead of an install button. Full pricing display is coming in a later update.
You can install at workspace OR organisation level. Pick whichever scope makes sense. Workspace level is a safe default if you're not sure — you can always reinstall more broadly later.
Use tags to filter as the catalogue grows. Early on it's easy to scan everything, but tagging will become important as more listings appear.
Installed items live in your library. Once installed, a Marketplace item works exactly like anything else in your organisation library — same calling, same @-mentioning, same behaviour.