What is a worker
Updated September 21, 2026 · 1 min read
A Worker is an always-on automation trained on your knowledge that starts as a copilot drafting for review, then can go live on its own.
Platform vs. custom workers
Every company starts with platform workers — one instance per catalog type, like Customer Support Chat or Internal Q&A. Add a custom worker when you want a second instance of the same kind with its own Skills, Guards, and Results.
What a worker is made of
- Skills — the playbooks it follows, written in plain language
- Guards — behavior rules that block risky replies
- Triggers — what wakes it up: a live event or a schedule
- Results — every run it produces, with Notes and a Trace
Copilot, then live
New workers start as a copilot: drafts wait for a human to review. Once a worker's replies are consistently right, enable it so it can send or act on its own.
FAQ
What's the difference between a platform worker and a custom worker?
A platform worker is the one built-in instance per catalog type (e.g. Customer Support Chat). A custom worker is an additional named instance of the same kind, with its own Skills, Guards, triggers, and Results.
Does a new worker do anything on its own right away?
No. New workers start as a copilot — drafts wait for review. Enable it once you trust its output so it can act or send on its own.
Where do I see what a worker has done?
Open its Results tab. Every run appears as a row, with Notes for team context and a Trace for how it got there.
Related articles
- Add a custom worker
Create a Support chatbot for your Crisp inboxes, or a Success worker for onboarding, upsell, and churn, with the Add Worker wizard.
- Enable or pause a worker
Turn a Worker on once its knowledge, Skills, and a test run look right, or pause it any time without losing its setup.
- Duplicate a worker
Copy an existing Worker into a new, disabled instance so you can try a second playbook without starting from a blank wizard.