Roles and Responsibilities
Different people in your organisation will interact with Airgentic in different ways. This page explains what each role typically needs to know and do.
Overview
| Role |
Primary focus |
Typical tasks |
| Executive sponsor / Manager |
Outcomes and governance |
Review performance, approve changes, ensure alignment with organisational goals |
| Platform administrator |
Configuration and access |
Manage users, configure service settings, coordinate with Airgentic support |
| Content owner / Operations |
Content quality and monitoring |
Review conversations, manage curated answers, trigger data syncs, flag issues |
| Technical owner |
Integrations and advanced config |
Manage identity providers, write functions, handle embedding and API integration |
Most organisations have overlap between these roles. A single person may cover multiple areas, especially in smaller teams.
What you should understand
- What Airgentic is and the value it provides (customer self-service, reduced support load, consistent answers)
- High-level performance indicators (answer completeness rates, user satisfaction, conversation volume)
- What your team is responsible for vs what Airgentic handles
- The governance model (who can change what, what approvals are needed)
What you may need to do
- Review Insights dashboards periodically to track performance
- Approve significant changes (new agents, major prompt updates, new integrations)
- Escalate issues that require Airgentic support attention
- Champion adoption within the organisation
What you don't need deep expertise in
- Day-to-day admin console operations
- Prompt syntax or agent configuration details
- Technical integration or identity provider setup
- Crawler settings or search configuration
Recommended reading
What you should understand
- All major components of the platform and how they work together
- How to navigate the admin console and find key screens
- User management and access control
- What settings are safe to change vs what requires care
- How to test changes before making them live
- How to contact support when needed
What you may need to do
- Add and manage admin console users
- Update service configuration (titles, messages, UI settings)
- Configure security settings (allowed origins, privacy retention)
- Coordinate with content owners on curated answers and data sync
- Respond to support enquiries that require admin access
- Test changes in Admin Chat before going live
- Monitor usage against plan allowances
What you don't need deep expertise in
- Writing custom functions (unless your service uses them)
- Identity provider configuration (unless managing a secure service)
- Deep prompt engineering (though basic understanding helps)
- Crawler field mappings and advanced extraction rules
Recommended reading
Content owner / Operations
What you should understand
- Where the AI gets its information (knowledge sources)
- How to check whether the AI is answering correctly
- How to add curated answers when the AI needs guidance
- How to trigger content updates when your website changes
- How to review flagged or problematic conversations
- When to escalate issues to the platform administrator or support
What you may need to do
- Review conversations in Insights to monitor quality
- Filter for flagged conversations (Needs Review) and investigate issues
- Add or update curated answers for specific questions
- Run data syncs after website content changes
- Report content gaps or recurring issues
- Suggest improvements to prompts or agent behaviour (for admin to implement)
What you don't need deep expertise in
- User management or security configuration
- Agent prompt editing (unless delegated by admin)
- Technical integration or identity providers
- Search settings and crawler configuration
Recommended reading
Technical owner
What you should understand
- How Airgentic integrates with your website (embed code, allowed origins)
- How secure services work (identity providers, OIDC, authorisation rules)
- How functions work if your service uses custom actions
- API access for insights data
- How the Trace Log helps debug issues
What you may need to do
- Implement or update the widget embed code on your website
- Configure identity provider app registrations for secure services
- Manage allowed origins (CORS) settings
- Write or customise functions (AirScript) for advanced capabilities
- Investigate technical issues using Admin Chat and Trace Log
- Coordinate with Airgentic on advanced configuration
What you don't need deep expertise in
- Day-to-day content monitoring
- Curated answer management
- Prompt editing (unless working on function integration)
- User management
Recommended reading
Cross-role collaboration
Effective Airgentic operation requires coordination between roles:
| Situation |
Who should be involved |
| Adding a new specialist agent |
Platform admin (configuration) + Content owner (domain knowledge) + Manager (approval) |
| Investigating poor answers |
Content owner (review conversations) + Platform admin (check prompts) + Technical owner (Trace Log if needed) |
| Updating curated answers |
Content owner (drafts) + Platform admin or Manager (review/approval) |
| Setting up secure services |
Technical owner (identity provider) + Platform admin (Airgentic settings) |
| Reviewing performance |
Manager (metrics) + Content owner (conversation details) |
Shared responsibilities
Everyone involved in running the service should:
- Understand the platform at a level appropriate to their role
- Know where to find documentation
- Know how to escalate issues
- Test changes before making them live (or request testing from those who can)
- Communicate about changes that may affect others
Related pages
Next: Post-Session Next Steps