How Your Agent Works

So you’ve signed up for Spark and you’re looking at a chat panel thinking, “What do I actually do with this thing?” This page will answer that question — completely. By the end, you’ll understand exactly what your agent is, why it’s useful, and how to start using it right now.

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First Things First: What Is an Agent?

Imagine hiring a new employee. On their first day, you’d tell them about your business — your services, your pricing, how you like things done. Over the next few weeks, they’d learn your processes, remember your clients, and eventually handle things without you having to explain every detail. Your Spark agent is that employee — except it works 24 hours a day, never forgets anything, and gets up to speed in days instead of months. It’s not a chatbot that gives you the same canned answers over and over. It’s not a search engine. It’s an intelligent assistant that:

• Learns your business because you teach it — just like you’d train a new hire
• Remembers everything you tell it — client names, your preferences, rules you’ve set, corrections you’ve made
• Takes real action — it doesn’t just answer questions, it actually does things: creates contacts, writes emails, generates reports, processes leads, updates your pipeline
• Works while you sleep — it runs 24/7, handling scheduled tasks and incoming leads even when you’re not at your desk

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What Can Your Agent Actually Do?

Let’s make this real. Here are things you can do with your agent right now, with the exact messages you’d type:

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Manage Your Customers

Instead of manually typing customer information into a spreadsheet or clicking through screens to create records, just tell your agent:

You: I just got off the phone with Maria Garcia. She’s interested in our premium package. Her email is maria@example.com and her number is 555-0142. Agent: Done! I’ve created a contact for Maria Garcia with her email and phone number. I’ve added her to the “Interested” stage in your pipeline and noted her interest in the premium package. Want me to draft a follow-up email to her?

One message. Contact created, pipeline updated, notes added, and it’s already offering to draft the follow-up. That’s what would have taken you 5 minutes of clicking through screens.

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Get Answers About Your Business

Once you’ve uploaded your pricing guides and policies (we’ll cover that in Knowledge Files), your agent becomes an instant expert:

You: A client is asking about our cancellation policy. What do I tell them? Agent: Based on your policy document, here’s what to tell them: Cancellations made 48+ hours in advance receive a full refund. Cancellations within 24-48 hours receive a 50% credit toward a future booking. Same-day cancellations are non-refundable. Want me to draft a response email with this information?

No digging through folders or flipping through binders. Your agent checked the right document and gave you the answer in seconds.

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Create Documents and Reports

You: Write me a proposal for the Anderson account. They want our gold package for a team of 25, starting in April. Agent: I’ve created a proposal for the Anderson account. It includes the gold package pricing for 25 users ($2,500/month), the April start date, our standard onboarding timeline, and the terms from our template. You can review it in your Work tab. Want me to adjust anything?

Your agent wrote a full proposal using your pricing guide and template — ready for you to review, edit, and send.

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Handle Leads While You Sleep

This is the one that makes people go “oh, THAT’S why this is powerful.” You set up a connection between your website contact form and your agent (we’ll show you how in the Lead Capture guide). Then: 11:47 PM — Someone fills out your contact form. You’re asleep. 11:47 PM — Your agent instantly processes the submission, creates a contact record, calculates a quote based on what they asked for, drafts a personalized response email, and saves everything. 7:00 AM — You wake up, open Spark, and see:

Agent: While you were away, I processed 3 new leads:

1. James Rivera — Interested in the starter package for a team of 10. Estimated quote: $750/mo. Draft response ready.
2. Priya Patel — Asked about custom enterprise pricing for 200+ users. Flagged for your review since it’s above the standard tier.
3. Tom Baker — Requested a callback. Added to your task list for today.

Want me to send the draft responses, or would you like to review them first?

That’s three leads handled before your morning coffee. Without your agent, those leads would be sitting in an inbox waiting for you to manually respond.

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Run Things on Autopilot

You: Every Monday morning at 8am, I want you to check the pipeline, see which deals haven’t had activity in the past week, and send me a summary of who I need to follow up with. Agent: Got it! I’ve set up a weekly schedule: every Monday at 8:00 AM, I’ll review your pipeline for stale deals and send you a follow-up summary. You’ll see it here in chat when it’s ready. Want me to also check for any leads that haven’t been contacted yet?

Now every Monday, without you lifting a finger, you get a ready-made follow-up list.

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And Much More

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How Your Agent Thinks (Behind the Scenes)

You don’t need to understand this to use your agent — but knowing how it works helps you get better results. When you send a message, here’s what your agent does in the background:

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The Four Things That Shape Your Agent

Your agent’s behavior comes from four sources. Think of them as layers that work together:

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1. Personality — Who Your Agent Is

This is your agent’s identity. It controls things like:

• What your agent calls itself (“Hi, I’m Alex!”)
• How it communicates — formal or casual, brief or detailed, serious or friendly
• What it considers important — “Always follow up promptly” or “Never make promises I can’t keep”

You set this up when you create your agent, but you can change it anytime just by asking:

You: From now on, keep your responses shorter. I like bullet points, not long paragraphs. Agent: Noted! I’ve updated my communication style. I’ll keep things concise and use bullet points going forward.

The personality is like your agent’s character — it stays consistent across every conversation, every channel, every task.

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2. Instructions — The Rules Your Agent Follows

Instructions are your agent’s playbook. They tell it how to handle specific situations:

• “When calculating quotes, always round up to the next package size”
• “When a lead mentions they were referred by an existing client, give them the referral discount”
• “Always check the calendar before suggesting meeting times”

You build these up over time. Every time you correct your agent or give it a new rule, it adds to its instructions:

You: Actually, we stopped offering the 20% early-bird discount. Remove that from your rules. Agent: Updated — I’ve removed the early-bird discount from my pricing rules. I’ll use the standard pricing from now on.

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3. Knowledge — Your Business Documents

Knowledge files are documents you upload that teach your agent about your business:

• Pricing guides and rate sheets
• Company policies (returns, cancellations, warranties)
• FAQs and common questions
• Product descriptions and service details
• Email templates and response scripts
• Team info, org charts, anything a new employee would need

Your agent doesn’t memorize these — it’s more like having a reference binder on its desk. When a relevant question comes up, it reaches for the right document and reads it. The huge advantage: You can update a knowledge file anytime, and your agent sees the new version immediately. Changed your pricing? Update the document, and every answer from that point forward uses the new numbers.

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4. Memory — What Your Agent Remembers

Your agent has three layers of memory: This is why your agent can pick up where you left off, even if you haven’t talked to it in days. It reads its recent notes every time it starts working.

You: Remember that the Henderson project is on hold until they get board approval. Check back with them in June. Agent: Got it — I’ve noted that the Henderson project is on hold pending board approval, and I’ll flag it for a June follow-up.

Six weeks later:

Agent: (Monday morning report) Quick reminder: you asked me to follow up on the Henderson project in June — their board approval was pending. Want me to draft a check-in email?

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How Your Agent Gets Better Over Time

This is the part that surprises most people. Your agent isn’t a static tool — it genuinely improves the more you use it.

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Week 1: The Training Phase

Your agent is like a new employee on day one. It’s smart and capable, but it doesn’t know your specific business yet. You’ll spend time:

• Uploading your key documents (pricing, policies, FAQs)
• Explaining your processes (“Here’s how we handle new leads…”)
• Correcting mistakes (“No, that’s not how we calculate shipping”)
• Setting preferences (“I like it when you format reports this way”)

This is normal and expected. Every correction makes your agent smarter.

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Weeks 2-3: The Ramp-Up

Your agent now knows your most common workflows. It handles routine tasks without detailed instructions. You’re correcting less and delegating more:

You: New lead from the website — process it. Agent: Processed! I’ve created a contact for Lisa Chen, calculated a quote for the standard package ($1,200), drafted a welcome email using our template, and added her to the pipeline at the “New Lead” stage. The draft email is ready for your review.

Notice you didn’t have to spell out every step — your agent already knows your process.

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Month 2 and Beyond: The Payoff

Your agent feels like a team member who’s been with you for years. It knows your clients, your preferences, your processes. It anticipates what you’ll need:

Agent: (Monday morning) Good morning! Three things for today:

1. The Rivera proposal expires tomorrow — want me to send a reminder?
2. You have a call with the Whitfield team at 2pm. Based on our last conversation, they’re likely going to ask about the enterprise tier — I’ve pulled the pricing sheet for reference.
3. Two new leads came in over the weekend. Both are standard — I’ve processed them and draft responses are ready.

That’s an agent that knows your business. And it got there because you invested the time to teach it.

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Always On, Always Available

Your agent isn’t something you “open” and “close.” It’s running 24/7:

• Processes leads at midnight when someone fills out your contact form from the other side of the world
• Runs scheduled reports at 6am so they’re waiting for you when you wake up
• Responds instantly when you send a message — no loading time, no waiting
• Remembers everything even if you close your browser and come back a week later
• Picks up where you left off because it reads its memory at the start of every session

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Multiple Ways to Reach Your Agent

You’re not limited to the Spark portal. Your agent can connect to the messaging apps you already use:

• 💬 Spark Portal — the web chat panel in your workspace
• ✈️ Telegram — chat with your agent from your phone
• 💼 Slack — bring your agent into your team workspace
• 🟣 Discord — add your agent to your server
• 📱 WhatsApp, Signal, SMS — and more

It’s the same agent on every channel — same knowledge, same memory, same personality. You can ask it something from your phone while walking the dog, then continue a different conversation from your computer later. Learn more in Channels.

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Where to Go Next

You understand how your agent works. Now it’s time to start using it: