Skip to main content
A Custom Agent is Primo AI working on a job you define. It starts when something happens in Primo or on a schedule you set, follows your instructions, and uses only the knowledge and connectors you give it. Start from scratch, or pick one of the Agent Templates and adapt it.
Availability: Custom Agents are rolling out to accounts. If you don’t see AI Agents > Agents in the left navigation, contact your Primo representative.

​
Prerequisites

  • The AI agent write permission to create, edit, enable, or delete agents. The AI agent read permission is enough to see agents and their runs.
  • Knowledge base items published for any policy or procedure the agent should follow.
  • Connectors set up for any system outside Primo the agent should reach.

​
Create a Custom Agent

1

Go to AI Agents > Agents

Click Create agent, or Create your first agent if you have none yet. To start from a template instead, click Browse templates. See Agent Templates.
2

Name and describe the agent

  • Name — up to 80 characters. It is how the agent appears in the list and on its runs.
  • Icon — click Shuffle colour to change the agent’s colour.
  • Description — one or two sentences on what the agent does.
3

Add triggers

Click Add trigger and choose a type:
  • Event — the agent runs every time the selected Primo event occurs. Search the list and pick the event.
  • Schedule — the agent runs on a recurrence: Starting a date, every n hours, days, weeks, or months, at a time, in a time zone. Weekly schedules let you pick the days, monthly schedules the day of the month.
Click Save on the trigger card to keep it. You edit one trigger at a time, and an agent can have several triggers, events and schedules combined.
4

Write the instructions

Instructions are what the agent receives on every run: what to look at, what to do, what to leave to your team, and how to report. See Write good instructions.To draft them with Primo AI, click the assistant icon next to Instructions. It reads the name, description, and triggers on screen, then asks you questions or drafts from the setup. The draft lands in the field — nothing is saved until you click Create.
5

Pick the knowledge

In Knowledge, select the published knowledge base items the agent can read. The agent reads only the items you pick here. Unpublished items are not offered.
6

Choose the connectors

  • Web access — lets the agent search and read the web.
  • Connectors — turn on each connector the agent can use, including the Primo connector for your Primo data. Expand a connector to set a policy per tool:
Each connector starts from the agent defaults set for it in Settings > AI > Connectors. The count next to a connector, for example Primo · 12 of 40, is how many tools the agent can use without asking.
7

Set the model tier

In Advanced settings, pick the Model tier for every run of this agent:
8

Click 'Create'

The agent is created enabled. It runs the next time one of its triggers fires.
Grant the narrowest access that does the job. Keep read-write tools on Require approval until the agent’s runs show it uses them the way you expect.

​
Write good instructions

The agent follows its instructions literally on every run. Cover four things:
  • The job — what the agent is for and what it looks at on each run.
  • The actions — what it may do on its own, and what it must propose instead of doing.
  • The limits — what it never does, and when it stops and hands back to your team.
  • The output — what it produces: a ticket, a comment, a report, and who it reaches.
Name the people, policies, and thresholds the agent should use. When a rule lives in a knowledge base item, pick that item in Knowledge rather than copying it into the instructions.

​
Follow its runs

Open an agent and select the Runs tab to see every run, the trigger that started it, and its outcome. Click a run to open its details: a summary of what the agent did, its report, any files it produced, and the error if the run failed. To see the runs of all your agents in one place, open AI Agents > Runs.

​
Manage your agents

The Agents list shows each agent with its type (Primo or Custom), triggers, status, and, over the last 30 days, its runs, the runs that need attention, and the AI credits it used. Use the tabs (All agents, Enabled, Disabled, Failing), search, and filters to narrow the list, and Save as to keep a view. From an agent’s Actions (…) menu:
  • Disable agent — stops all triggers. The agent keeps its configuration and run history. Enable agent turns it back on.
  • Delete agent — removes the agent. Past runs remain accessible.
Edits apply to the next run. While you have unsaved changes, the agent shows Pending changes.