The Optimize Agent is your always-on AI consultant inside Optimize. Unlike a general-purpose AI tool, every response it gives is grounded in your own organization's workflow data — the tools your team uses, the processes they run, and where time is actually going. Use it to understand inefficiencies, plan improvements, and turn insights into action, all within the context of how your business really works.
Where to find the Agent
Floating Agent Chat
A persistent chat bar lives in the bottom-right corner of Optimize, available from almost any page — Home, Teams, Apps, and Workflow views. You don't need to navigate anywhere special to start a conversation.
- Context-aware: The Agent recognizes which page you're on (a team, an app, a workflow) and surfaces suggested prompts relevant to that view.
- @mentions: Type "@" in any chat to tag a specific app, workflow, issue, or team, so the Agent's response is grounded in exactly what you mean instead of guessing. You can tag more than one item in a single question.
- Expand or minimize: Pop the chat out into a full panel, or minimize it, without losing your conversation.
Starting from a Top Issue
When you're viewing a team, Optimize automatically surfaces its Top Issues — the workflow problems it has identified, ranked by Opportunity Score (the higher the score, the greater the potential impact of fixing it).
To start a chat from a Top Issue:
- Go to a team page.
- Find an issue in the Top Issues list (for example, "Excessive copy/paste" or "Manual bulk assignments").
- Click into the issue to see the affected workflows, how often it occurs, and a summary.
- Choose a solution type — Quick Win, Automation, or Highest Impact — and select Get a solution or Launch agent chat.
The Agent opens already loaded with that issue's context, so you don't have to explain your question from scratch.
Starting a new chat
To begin fresh at any time:
- Click the pen/edit icon in the Floating Agent Chat header, or
- Go to the Agents section in the sidebar to see your past conversations and start a new one.
Adding context to your questions
@Mentions
Type "@" in any Agent chat to pull in a specific app, workflow, issue, or team. This grounds the Agent's answer in exactly what you're asking about instead of it having to guess based on how you describe it in words.
Uploading files
You can drag and drop files — .txt, .md, .pdf, images, .docx, and Excel — directly into Agent Chat as additional input alongside your prompt. Optimize uses that file's content together with your question to produce a more accurate, relevant answer.
This is especially useful if you already have SOPs, spreadsheets, or process docs — instead of retyping that context into chat, just upload it.
Business Context
In System Admin settings, you can add written business context (for example, details about an ongoing transformation initiative). This context is factored into every Agent Chat response for your organization, so answers reflect not just what was mined from workflow data, but what you've told Optimize about your goals and initiatives.
What the Agent can produce: Artifacts
Artifacts are persistent outputs the Agent creates that are saved to the Artifacts section of your dashboard, so you can revisit and build on them over time. There are two types:
Project briefs
A data-driven action plan built from a specific issue, including:
- A summary of the challenge identified
- 2–3 solution options (Quick Win, Automation, Highest Impact), each with estimated ROI, effort level, and a step-by-step implementation plan
- The tools and teams involved
- Assumptions you can customize to match your organization's reality
To create one: open an issue, review the solution options, add any additional context, and select Create Project. It typically takes a few minutes to generate.
Process Maps
A visual, BPMN-style diagram showing how a workflow is actually being executed by your team today — including decision points, tools used, and time spent.
- Generated by the Agent, typically in a few minutes
- Based on real, observed workflow data rather than assumptions or interviews
- Exportable for use in tools like Visio
- Iterative — keep chatting with the Agent to refine it, or compare a current-state map against a future-state one
If you want the Agent to keep tracking something over time (a metric, a project's status, a tool rollout) rather than answering once, ask it to save the recurring check as a Live Artifact so it updates automatically on a set cadence instead of you having to re-ask each time.
How to write a good prompt
A strong prompt to the Agent usually includes:
- What you want — e.g., "Create a process map," "Find bottlenecks," "Build a business case"
- Where to focus — the team, workflow, or app (or just @mention it directly)
- Your goal — e.g., "We're trying to reduce ticket resolution time"
- Any constraints — e.g., "using only tools we already have," "without engineering resources"
Example: "Create a process map for the billing request workflow in our Customer Support team. Identify the key inefficiencies and suggest improvements using our current tech stack (Zendesk, Salesforce, Copilot)."
Treat the Agent like a conversation — if the first answer isn't specific enough, ask a follow-up or request more detail.
Example prompts to try
Understand
- "What are the top workflow variations between reps on the [team name] team?"
- "Give me a brief diagnostic on the issue: [issue name]"
- "Who is the most efficient person completing [workflow name]? What are they doing differently?"
Improve
- "What are 3 quick wins we could implement in [team name] without automation?"
- "Where are the biggest bottlenecks in [team name]'s workflows?"
- "Where is the most time being wasted in [workflow name]?"
AI & Automation
- "Create a process map for [workflow name] in [team name]"
- "What automations could we build using Power Automate / Copilot / [tool] to address [issue]?"
- "Build a business case for improving [workflow name], including estimated time savings and ROI"
A useful knowlegde page on Optimize Agent