Design a service

The service's workspace#

Every service has a workspace that holds its definition. Open it from the service page with Continue building (for a draft) or Open workspace (for a live service). You need Can edit on the service.

Whatever is in this workspace when you publish is what each new engagement starts with: documents, templates, spreadsheets, apps and skills. Work in it the same way as in any workspace, including with the agent.

Two folders are left out of what engagements receive: internal and example. Use internal for design notes, and example for sample material you test with.

SERVICE.md#

SERVICE.md at the top of the workspace is the service's definition in plain writing. People read it on the service's Overview tab, and the agent reads it when it works.

Write it the way you would brief a capable new colleague: what the work is for, what good looks like, what to watch out for. Two sections also have a direct effect when an engagement starts.

To attach a skill to a step, end the step with a dash, skill: and the skill's name.

## Process

1. Collect the current and proposed rate sheets from the client folder.
2. Compare the two sheets and list every change — skill: compare-rate-sheets
3. Draft the summary for the account lead.

## Kickoff

Start by confirming which plan year this renewal is for.

A few rules keep this working:

• Both headings have to be second-level headings, written exactly as shown.
• Only list items under ## Process become tasks. Other text in that section is read but does not create tasks.

Have the agent draft it#

When you create a service from a workspace with Save as service, click Draft SERVICE.md with the agent first. The agent writes the document from the work that was done in the workspace. Read it and correct it before you publish. It is your description of the work, not the agent's.

Publish a version#

Edits in the service's workspace do not reach engagements until you publish.

1. In the service's workspace, click Publish new version in the left bar.
2. Confirm in the panel that opens.

The first publish turns the service from Draft to Live. Publishing needs the Publish switch on your access to the service.

• New engagements start from the latest published version.
• Engagements already running keep what they started with. Publishing never changes work in flight.

If you delete files from the service's workspace, you are told how many will leave the definition at the next publish.

Versions#

The Versions panel on the service's Overview tab lists each published version with when it was published. Changes vs current shows what differs from the version in use.

Skills in a service#

A service can use skills in two ways.

• Pin a published skill from elsewhere in your organization, in the service's workspace or from the Skills panel on the Configuration page. Each new engagement starts with the pinned version.
• Make the service's workspace the home of a skill. The skill is edited and published there, and each new engagement starts on its latest published version.

Either way, name the skill on the step that uses it in ## Process. See Skills.

Try it before clients depend on it#

Publish, then start an engagement for a test party and work through it yourself. Check that:

• the Task List matches the steps you intended;
• the agent's first message asks for what it actually needs;
• reviews appear where a person should look, and not where they should not.

Fix what you find in the service's workspace and publish again. The test engagement keeps its original version; start a new one to see the change.