Services

Services are reusable background capabilities your team defines once and runs on demand, on a schedule, or through your agent. Each run acts on behalf of one contact.

Open Services from the Workspace navigation. The page has three tabs: Definitions, Instances, and Runs.

How services work

A definition is the capability: name, instructions, tools, and optional inputs. An instance is a configured copy of that definition for a specific contact, with a schedule and delivery destinations. A run is one execution.

Services have their own draft / active / disabled lifecycle. They do not wait on agent publish.

Create a definition

1. Open Services and choose New Service.
2. Set a Name, Description, and Instructions. The description is what the agent uses to decide when the service fits a request.
3. Choose a Status:
   • Draft — test runs only
   • Active — the agent can discover and run it in conversation
   • Disabled
4. Optionally turn on:
   • Let verified users set up recurring instances — the agent can schedule this service for identity-verified users who ask (for example, “send me this every Monday”). Requires Identity Verification.
   • Allow runs for unverified visitors — off means the agent only runs this for identity-verified users. Runs always act on a single contact.
5. Grant tools, add inputs if the run needs parameters, and save.

Use Run test / Run as contact from the editor to try a definition against a real contact before you activate it.

Author a few broad, parameterized services rather than many narrow ones. Put the specifics (date range, page, report request) in the instance or run inputs.

Tools

Grant only what the service needs. Start from agent… copies that agent's MCP connections and CRM setup into the definition; the service keeps its own copy afterward.

Aimdoc data tools only see the contact the run is for:

• Contact details
• Contact conversations
• Conversation transcript
• Contact journey
• Account details
• Account activity
• Email the contact (sends through the source agent's Email channel; replies reach the agent)

You can also enable Web search & fetch, Knowledge base search, and CRM read tools (the contact's own CRM record, account, and deals — identity-verified contacts only).

When a service calls a connected MCP server with Aimdoc identity, the request includes extra assertion claims so you can tell a background run from a live chat. See Assertions from background service runs.

Instances and delivery

Open the Instances tab to create a scheduled copy for a contact:

• Pick the definition and the contact the run acts on behalf of.
• Set a schedule: once, hourly, daily, weekly, or monthly, with a timezone.
• Choose delivery. Results are always saved to run history. Optionally push them to:
  • a Slack channel (requires Slack connected under Integrations)
  • Webhooks subscribed to Service Run Completed
  • Email — emails the result to the contact via the agent's email channel

You can run an instance now, pause, resume, or cancel it from the table.

Runs

The Runs tab lists executions with status, the contact they ran for, and the deliverable. Open a run to read the result, inspect steps, or cancel a run that is still in progress.

Monthly usage on the Services page shows how much of this month's allotment you have used. When the limit is reached, new runs do not execute until the next month.

In conversation

Active services are discoverable by your agent. In a conversation, the agent can run a matching service for the current contact and, when user-provisioning is on, set up a recurring instance for an identity-verified user.

Connect MCP and Identity Verification if the service should call your product APIs as that user.