An agent, a chatbot or a workflow?
A chatbot primarily supports a conversation. A workflow follows a defined sequence. An agent can choose between permitted actions based on the context. Those capabilities overlap, but an agent is useful only when this flexibility solves a real operational need.
Define its responsibilities
Specify the information the agent may use, the actions it may take and when it must ask for help. A support assistant might retrieve an internal procedure and draft a reply. Issuing a refund or changing an account should require a separately agreed permission and review step.
Test beyond the happy path
Use examples with incomplete data, conflicting instructions and unavailable tools. Check whether the agent stays within its remit, cites the right material where applicable and escalates uncertainty. A fluent response is not proof that an action or answer is correct.
Keep the system maintainable
Plan for logging, access reviews, knowledge updates and a clear owner. Decide how the service can be paused and how unfinished tasks return to a human. Measure task completion, corrections and operating cost, not just the number of messages sent.
Further reading
Anthropic — Building effective agents · n8n — Advanced AI documentation
Frequently asked questions
Does an agent act without supervision?
That depends on the agreed scope. We recommend explicit permissions and human approval for consequential actions.
Can an agent use internal documents?
Potentially, with appropriate access and retrieval. Document quality, freshness and confidentiality need to be assessed before connecting a knowledge source.