Roles and Responsibilities
Different people in your organisation will interact with Airgentic in different ways. This page explains what each role typically needs to know and do.
Overview
| Role |
Primary focus |
Typical tasks |
| Executive sponsor / Manager |
Outcomes and governance |
Review performance, approve changes, ensure alignment with organisational goals |
| Platform administrator |
Configuration and access |
Manage users, configure service settings, coordinate with Airgentic support |
| Live support agent |
Human Handoff queue |
Take over conversations, send replies, mark Available |
| Content owner / Operations |
Content quality and monitoring |
Review conversations, manage curated answers, trigger data syncs, flag issues |
| Technical owner |
Integrations and advanced config |
Manage identity providers, write functions, handle embedding and API integration |
Most organisations have overlap between these roles. A single person may cover multiple areas, especially in smaller teams.
What you should understand
- What Airgentic is and the value it provides (customer self-service, reduced support load, consistent answers)
- High-level performance indicators (answer completeness rates, user satisfaction, conversation volume)
- What your team is responsible for vs what Airgentic handles
- The governance model (who can change what, what approvals are needed)
What you may need to do
- Review Insights dashboards periodically to track performance
- Approve significant changes (new agents, major prompt updates, new integrations)
- Escalate issues that require Airgentic support attention
- Champion adoption within the organisation
What you don't need deep expertise in
- Day-to-day admin console operations
- Prompt syntax or agent configuration details
- Technical integration or identity provider setup
- Crawler settings or search configuration
Recommended reading
What you should understand
- All major components of the platform and how they work together
- How to navigate the admin console and find key screens
- User management and access control
- What settings are safe to change vs what requires care
- How to test changes before making them live
- How to contact support when needed
What you may need to do
- Add and manage admin console users
- Update service configuration (titles, messages, UI settings)
- Configure security settings (allowed origins, privacy retention)
- Coordinate with content owners on curated answers and data sync
- Respond to support enquiries that require admin access
- Test changes in Admin Chat before going live
- Monitor usage against plan allowances
What you don't need deep expertise in
- Writing custom functions (unless your service uses them)
- Identity provider configuration (unless managing a secure service)
- Deep prompt engineering (though basic understanding helps)
- Crawler standard result fields, Search Fields, and advanced extraction rules
Recommended reading
Live support agent
Give these people the Agent role in User Management, not Customer Admin.
What you should understand
- How to monitor the Human Handoff queue and take over a conversation
- When to generate an AI draft versus writing the reply yourself
- How Available / Away affects auto-assign
- That you cannot change service modes, hours, or other configuration
What you may need to do
- Keep Human Handoff open and Available during your shift
- Claim or accept auto-assigned conversations
- Generate, revise, and send replies
- Hand the conversation back to the AI or release it for another agent
- Review Insights for conversations you handled
Recommended reading
Content owner / Operations
What you should understand
- Where the AI gets its information (knowledge sources)
- How to check whether the AI is answering correctly
- How to add curated answers when the AI needs guidance
- How to trigger content updates when your website changes
- How to review flagged or problematic conversations
- When to escalate issues to the platform administrator or support
What you may need to do
- Review conversations in Insights to monitor quality
- Filter for flagged conversations (Needs Review) and investigate issues
- Add or update curated answers for specific questions
- Run data syncs after website content changes
- Report content gaps or recurring issues
- Suggest improvements to prompts or agent behaviour (for admin to implement)
What you don't need deep expertise in
- User management or security configuration
- Agent prompt editing (unless delegated by admin)
- Technical integration or identity providers
- Search settings and crawler configuration
Recommended reading
Technical owner
What you should understand
- How Airgentic integrates with your website (embed code, allowed origins)
- How secure services work (identity providers, OIDC, authorisation rules)
- How functions work if your service uses custom actions
- API access for insights data
- How the Trace Log helps debug issues
What you may need to do
- Implement or update the widget embed code on your website
- Configure identity provider app registrations for secure services
- Manage allowed origins (CORS) settings
- Write or customise functions (AirScript) for advanced capabilities
- Investigate technical issues using Admin Chat and Trace Log
- Coordinate with Airgentic on advanced configuration
What you don't need deep expertise in
- Day-to-day content monitoring
- Curated answer management
- Prompt editing (unless working on function integration)
- User management
Recommended reading
Cross-role collaboration
Effective Airgentic operation requires coordination between roles:
| Situation |
Who should be involved |
| Adding a new specialist agent |
Platform admin (configuration) + Content owner (domain knowledge) + Manager (approval) |
| Investigating poor answers |
Content owner (review conversations) + Platform admin (check prompts) + Technical owner (Trace Log if needed) |
| Updating curated answers |
Content owner (drafts) + Platform admin or Manager (review/approval) |
| Setting up secure services |
Technical owner (identity provider) + Platform admin (Airgentic settings) |
| Reviewing performance |
Manager (metrics) + Content owner (conversation details) |
Shared responsibilities
Everyone involved in running the service should:
- Understand the platform at a level appropriate to their role
- Know where to find documentation
- Know how to escalate issues
- Test changes before making them live (or request testing from those who can)
- Communicate about changes that may affect others
Related pages
Next: Post-Session Next Steps