Zeus AI Agent Overview
Last updated October 23, 2026
Overview
The Agent section is the brain of your Zeus AI assistant: everything here shapes what it knows, what it can do, how it handles a ticket, where it won't go, and how it sounds while doing it. Five building blocks work together: Knowledge gives it facts, Tools give it hands, Protocols give it a playbook, Guardrails give it boundaries, and Tone gives it a voice. Most changes save as a draft first so you can build safely — Tone and Company information are the exception and apply the moment you save.
Key features
- Data sources: Add the Help Center, Tickets, Files and Websites as data sources.
- Knowledge: Manually written or auto-generated snippets (from your connected data sources) that Zeus AI draws on to answer questions, with Draft/Published states so nothing goes live until you're ready.
- Tools: Native visual workflows (business-hours logic, code, API calls) or external MCP server connections (Linear, Notion, custom) that let Zeus AI take real, live actions instead of just talking.
- Protocols: Step-by-step resolution instructions for team-specific workflows, with Draft/Published states and Agent Discovery so Zeus AI knows exactly when each one applies.
- Guardrails: Prompt, Content Limit, Regex, or URL rules that control and monitor agent or customer messages, with Active/Inactive/Log Only states so you can watch before you enforce.
- Tone: Company background plus multiple tone configurations (formal escalation, friendly onboarding, etc.) that shape how Zeus AI communicates, applied instantly.
Best practices
Configure in this order:
- Set up your Data sources.
- Configure Company information and a default Tone. It applies instantly and gives every other feature context.
- Add a handful of core Knowledge snippets.
- Define Protocols for your two or three most common ticket types.
- Turn on at least one Guardrail.
- Add Tools last. You'll design better ones once you know exactly what actions Zeus AI needs to take.
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