> ## Documentation Index > Fetch the complete documentation index at: https://plain-docs-orca-916-agent-docs-restructure.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # Your own support agent > An agent you bring works customer threads alongside your team, with the same identity and reporting. A support agent you bring works customer threads the way a person on your team does. It picks up a thread, reads it, and replies, labels it, leaves a note, or hands it to someone. Because it acts as a machine user, your reporting attributes its work to it: volumes, resolution times, and response times all count it the same way they count a person. You decide how much it does on its own. An agent can draft replies for a person to review and send, which is a good place to start, or it can answer autonomously and hand off when it cannot help. ## What your team sees Threads your agent is working stay out of the First Response, Next Response, and Investigating queues, so your team only sees what needs a person. Everything the agent touched is visible under **Plain** → **AI** → **Agent Activity**. ## Routing work to it Assign threads to your agent's machine user and it works only those. A [workflow](/product/workflows) can do the assigning on a trigger and conditions you choose, such as channel, labels, customer tier, or support hours, so you change what your agent handles without touching code. Anyone on your team can hand a thread over by reassigning it, and the agent can hand back the same way. ## Where to go next The technical detail lives in the developer docs: Identity, webhooks, routing, reading a thread, and the actions your agent takes. How an agent gets an identity, receives events, and decides when to act.