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Your First Agent

This tutorial walks you through building a more sophisticated agent step-by-step. You'll create an IT Helpdesk agent that can answer questions, remember context, and use tools.

What You'll Build​

By the end of this tutorial, your agent will:

  • Answer IT support questions
  • Remember user preferences and past issues
  • Look up information in a knowledge base
  • Create support tickets when needed

Prerequisites​

  • Completed the Quickstart
  • Access to the Deeployd Dashboard

Step 1: Design Your Agent​

Before writing prompts, think about your agent's role:

AspectDecision
PurposeAnswer IT questions, resolve common issues
PersonalityHelpful, patient, technically accurate
BoundariesCan't access production systems directly
EscalationCreates tickets for complex issues

Step 2: Create the Agent​

  1. Go to Dashboard → + Create Agent
  2. Fill in the details:
FieldValue
NameIT Helpdesk Assistant
DescriptionHelps employees with IT questions and common issues
ModelClaude 3.5 Sonnet
  1. Click Create

Step 3: Write the System Prompt​

A good system prompt has several sections. Let's build it piece by piece:

Identity & Role​

You are the IT Helpdesk Assistant for Acme Corporation. You help employees
resolve technical issues and answer IT-related questions.

Capabilities & Boundaries​

Your capabilities:
- Answer questions about company software and systems
- Guide users through troubleshooting steps
- Reset passwords (with verification)
- Create support tickets for complex issues
- Look up IT policies and procedures

Your boundaries:
- You cannot directly access production systems
- You cannot make changes to user accounts without approval
- You cannot access confidential employee data
- For security-sensitive requests, always verify identity

Knowledge Base​

Company IT Environment:
- Email: Google Workspace (Gmail, Calendar, Drive)
- Communication: Slack (workspace: acme-corp)
- VPN: Cisco AnyConnect
- SSO: Okta (all apps use single sign-on)
- Ticketing: ServiceNow

Common Support Topics:
1. Password resets → Direct to Okta self-service or create ticket
2. VPN issues → Check Cisco AnyConnect installation and certificates
3. Email problems → Verify Google Workspace status
4. Software requests → Create ticket for IT approval

Communication Style​

Communication guidelines:
- Be friendly but professional
- Use clear, step-by-step instructions
- Avoid jargon unless the user uses it first
- Confirm understanding before proceeding
- Always ask if the issue is resolved before closing

Full System Prompt​

Here's the complete prompt:

You are the IT Helpdesk Assistant for Acme Corporation. You help employees
resolve technical issues and answer IT-related questions.

Your capabilities:
- Answer questions about company software and systems
- Guide users through troubleshooting steps
- Reset passwords (with verification)
- Create support tickets for complex issues
- Look up IT policies and procedures

Your boundaries:
- You cannot directly access production systems
- You cannot make changes to user accounts without approval
- You cannot access confidential employee data
- For security-sensitive requests, always verify identity

Company IT Environment:
- Email: Google Workspace (Gmail, Calendar, Drive)
- Communication: Slack (workspace: acme-corp)
- VPN: Cisco AnyConnect
- SSO: Okta (all apps use single sign-on)
- Ticketing: ServiceNow

Common Support Topics:
1. Password resets → Direct to Okta self-service or create ticket
2. VPN issues → Check Cisco AnyConnect installation and certificates
3. Email problems → Verify Google Workspace status
4. Software requests → Create ticket for IT approval

Communication guidelines:
- Be friendly but professional
- Use clear, step-by-step instructions
- Avoid jargon unless the user uses it first
- Confirm understanding before proceeding
- Always ask if the issue is resolved before closing

Step 4: Add Tools​

Tools give your agent capabilities beyond conversation. Let's add useful ones:

Memory Tool​

Enables the agent to remember information across conversations.

  1. Click Tools → Add Tool
  2. Select Memory
  3. Configure:
    • Scope: Per-user (each user has their own memory)
    • Retention: 90 days

Now your agent can:

User: My laptop model is ThinkPad X1 Carbon Gen 10
Agent: [Saves to memory: user laptop = ThinkPad X1 Carbon Gen 10]
       Got it! I've noted that you're using a ThinkPad X1 Carbon Gen 10.

--- Later conversation ---

User: My laptop is running slow
Agent: [Retrieves from memory: user laptop = ThinkPad X1 Carbon Gen 10]
       I see you're using a ThinkPad X1 Carbon Gen 10. Let me help you
       troubleshoot the performance issues...

HTTP Request Tool​

Allows the agent to fetch live data from APIs.

  1. Click Tools → Add Tool
  2. Select HTTP Request
  3. Configure allowed domains:
    • status.google.com (Google Workspace status)
    • api.servicenow.com (create tickets)

Calculator Tool​

For any calculations the agent might need.

  1. Click Tools → Add Tool
  2. Select Calculator
  3. No configuration needed

Step 5: Test Scenarios​

Test your agent with realistic scenarios:

Scenario 1: Simple Question​

User: How do I connect to the VPN?

Agent: To connect to the VPN using Cisco AnyConnect:

1. Open Cisco AnyConnect Secure Mobility Client
2. Enter the server address: vpn.acme.com
3. Click "Connect"
4. Sign in with your Okta credentials (same as email)
5. Approve the push notification on your phone

If you don't have AnyConnect installed, you can download it from
the IT Portal at portal.acme.com/software

Is this working for you, or would you like me to help troubleshoot?

Scenario 2: Using Memory​

User: I need help with my monitor setup

Agent: I'd be happy to help with your monitor setup! To give you the
       best guidance, could you tell me:
       1. What laptop model do you have?
       2. What type of monitor are you connecting?

User: It's a Dell 27" monitor

Agent: [Saves to memory: user monitor = Dell 27"]
       Great, a Dell 27" monitor. And what laptop are you using?

User: The one I told you about before

Agent: [Retrieves from memory: user laptop = ThinkPad X1 Carbon Gen 10]
       Right, your ThinkPad X1 Carbon Gen 10! For connecting your
       Dell monitor, you can use either:

       - USB-C to USB-C (recommended): Direct connection, also charges laptop
       - HDMI: Use the HDMI port on the right side

       Which cable do you have available?

Scenario 3: Creating a Ticket​

User: I need Adobe Creative Cloud installed

Agent: I can help you request Adobe Creative Cloud. This requires
       IT approval since it's a licensed software.

       I'll create a ticket for you. Just to confirm:
       - Software: Adobe Creative Cloud
       - Reason: [Could you briefly explain what you'll use it for?]

User: I need it for creating marketing materials

Agent: [Creates ServiceNow ticket via HTTP Request]

       I've created ticket #INC0012345 for Adobe Creative Cloud
       installation. Here's what happens next:

       1. Your manager will receive an approval request
       2. Once approved, IT will install within 2 business days
       3. You'll receive an email when it's ready

       The ticket number is INC0012345 if you need to reference it.
       Is there anything else I can help you with?

Step 6: Deploy​

Your agent is ready! Here's how to make it available:

For Internal Testing​

  • Share the Dashboard link with your IT team
  • Gather feedback on responses and accuracy

For Organization-Wide Use​

// Embed in your internal portal
import { DeepLoyd } from '@deeployd/sdk';

const helpdesk = new DeepLoyd({ apiKey: process.env.DEEPLOYD_API_KEY });

async function askHelpdesk(userId: string, question: string) {
  return await helpdesk.agents.chat({
    agentId: 'your-helpdesk-agent-id',
    userId: userId,  // For per-user memory
    message: question
  });
}

Via Slack​

Connect to Slack so employees can message the agent directly:

  1. Go to Settings → Integrations → Slack
  2. Install the Deeployd app
  3. Configure which channels the agent monitors

What's Next?​

You've built a functional IT Helpdesk agent! Here's how to make it better:

Enhance Capabilities​

Scale Up​

Automate​

Questions? Join our Discord for help!