Activate an AI Agent in Public Sector Digital Services AI Agent Collection

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Configure and activate standalone AI agents to perform various tasks.

    Roles required to activate and access agentic AI

    The roles required to activate and access the AI Agents respectively are as follows:

    Table 1. Roles and responsibilities
    Roles Responsibilities
    PSDS AI admin [sn_gsm_ai_agents.admin]
    • Configure the agentic workflow.
    • Change AI settings.
    • Create and manage new workflows and AI agents.
    • Access and update Autonomous AI Assistant tables.
    PSDS AI agent [sn_aia_agent] Read, create, update, and delete records in the AI agent table.

    Before you begin

    Install the Now Assist for Public Sector Digital Services (PSDS) plugin (sn_psds_gen_ai), and ensure that it is up to date.

    Role required: admin, sn_gsm_ai_agents.admin

    To access AI agents for use with Public Sector:

    Procedure

    1. Navigate to All > AI Agent Studio > Overview.
    2. Select Create and manage > AI agents.
    3. Under AI agents, select and activate all the AI agents one by one to make them available in the Now Assist panel.
    4. Select Define the specialty, review the fields, and confirm that the AI agent meets your requirements.

      If it doesn't meet your requirements, you can edit the AI agent. To modify the AI agent, Duplicate an AI agent, and adjust the settings according to your requirements. You can activate the AI agent template by making triggers active and setting the display settings to include the Now Assist panel.

      Important:
      When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.
    5. Select Add tools and information to review the skills, scripts, and tools available for the AI agent to perform its role.
    6. Select Define Security Controls to review:
      • User access: Users who can access and interact with the AI agent (an ACL is generated automatically).
      • Data access: The user identity that the agent runs as, which determines roles and data access permissions.
    7. Select Add triggers and configure conditions that start the AI agent.

      Triggers can include record conditions, schedules, or inbound email.

      For more information, see Add a trigger to an AI agent.
    8. Select Channels and status to choose the channels where this AI agent will be available for users to initiate interactions, and set its availability status.
      For more information, see Select channels and status for an AI agent.
    9. Select Save and test.
      On this page, you can test how the AI agent completes a task.

    What to do next

    Important:
    When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    Use the Testing playground to Manually test the execution of an AI agent using example utterances.

    If activation fails, check roles and skill configuration.