---
title: "Choose Kai Support or a custom agent"
description: "Choose the agent for the job: customer support, work for your team, a specialised customer agent or code changes."
url: https://help.gleap.ai/it/articles/236-choose-kai-support-or-a-custom-agent
collection: "Kai Support"
updated: 2026-11-01
language: it
alternates: [en]
---

# Choose Kai Support or a custom agent

Choose the agent for the job: customer support, work for your team, a specialised customer agent or code changes.

Start with who the agent should help and what it should do. Open **AI agents** to see Kai Support, Kai Code and the agents your workspace has created. **Kai Copilot** has its own place in the main navigation.

### Kai Support

Use Kai Support for your main customer support experience. It answers from your knowledge, uses the tools you allow, follows skills you define and can investigate cases that need a closer look.

The investigations previously called Kai Resolve are configured on **Kai Support → Settings → Investigations**. They use the same customer-facing profile and the tools available to Kai Support.

Use a skill when you want Kai Support to handle a specific job, such as looking up an order, collecting information or following a cancellation process.

### A custom agent for your team

Choose **Your team** when creating an agent that works with teammates. Examples include an internal research assistant, an account reviewer or an agent that prepares a weekly report.

Team agents are configured by talking to them as well as through settings. Set their tools, memory, routines and sharing for the people who need them. A private agent can be shared later.

### A custom agent for customers

Choose **Customers** when you need a specialised agent that talks directly to end users. It needs customer-facing instructions and a way to reply, and it can be started from a workflow or integrated with your product.

Customer-agent instruction changes are managed through **Versions & tests**. You can test a draft before publishing it.

### Kai Copilot and Kai Code

**Kai Copilot** helps your team work in Gleap and connected apps. Roadmap tasks previously called Kai PM are part of its **Roadmap & changelog** settings.

**Kai Code** investigates and changes code in your repositories. It prepares changes for review rather than replacing your code-review process.

### Decide where a job belongs

-   A common customer question: teach Kai Support in **Knowledge**.
    
-   A repeatable customer process: add a Kai Support skill.
    
-   Internal work for teammates: create a team agent or ask Kai Copilot.
    
-   A dedicated customer experience: create a customer agent.
    
-   A code change: use Kai Code.
    
-   A fixed sequence of rules: build a workflow under **AI agents → Workflows**.
    

Availability depends on your plan and role. Check the upgrade information shown in the app for your workspace.

### Related

-   [What a custom agent is made of](https://help.gleap.ai/en/articles/246-what-a-custom-agent-is-made-of.md)
    
-   [Build your first agent](https://help.gleap.ai/en/articles/247-build-your-first-agent.md)
    
-   [How Kai decides what to answer](https://help.gleap.ai/en/articles/235-how-kai-decides-what-to-answer.md)