Who can use this feature?
- Included with StoryAI Premium.
- Admins, Architects, and Standard users can create agents. Guests and Explorers can't.
24/7 behavioral agents watch your sessions around the clock. When a session matches the behavior you care about, the agent summarizes that one session and posts the summary to Slack or Microsoft Teams. Each summary is adjustable and can be written for a specific role, such as a sales rep, a CX lead, or a fraud analyst, so the right team gets the context and can act on it.
Every behavioral agent follows the same loop:
- A session in Fullstory matches the agent's trigger.
- The agent writes a summary of that one session.
- The summary posts to Slack or Microsoft Teams.
- View Replay in the message opens that session in Fullstory.
Behavioral agents are built to be configured. The templates on the 24/7 Agents page are examples of what you can do, not fixed, org-wide agents. Create your own agents, or start from a template and adjust the trigger, prompt, and destination to fit your team.
You'll find behavioral agents on the 24/7 Agents page. In the side navigation, go to StoryAI Home > 24/7 Agents.
How behavioral agents differ from other StoryAI agents
StoryAI has three kinds of agents. Behavioral agents do light analysis of one session, close to the moment the behavior happens. Monitoring Agents and Expert Agents do deeper analysis across many sessions.
| Agent type | When it runs | What it analyzes | What you get |
|---|---|---|---|
| Behavioral agents (24/7 Agents page) | Automatically, soon after a session matches the trigger | One session, light analysis | A summary of that user's session in Slack or Teams |
| Monitoring Agents (Early Access), such as Issue Monitor and Session Observer | On a scheduled cadence | Many sessions, deep analysis | Reports on spikes in errors, failed events, or struggle |
| Expert Agents (StoryAI Home), such as Session Finder and Conversion Optimizer | When you ask one to investigate | Many sessions, deep analysis | An answer or investigation in a chat |
Use a behavioral agent when you want to know what one specific person did and how to follow up with them. Examples include a new lead, a shopper who abandoned a cart, or a sign-in that looks alarming.
Get started
Go to StoryAI Home > 24/7 Agents in the side navigation. The page has three tabs:
- Working for me: Agents you own or subscribe to, with counts of active agents and reports.
- Created by others: Agents your teammates have set up in your org.
- Templates: Behavioral templates you can use now. Monitoring templates, such as Issue Monitor and Session Observer, are in Early Access.
If you don't have any agents yet, the Working for me tab shows recommended templates and a Browse all templates button. Once you create agents, Working for me lists each one with its status, type, owner, and subscribers.
Create an agent from a template
- On the 24/7 Agents page, select Create agent, or open the Templates tab.
- Choose a template under Behavioral, or choose Start from scratch under Custom.
- Review and edit the agent's settings (see Configure an agent).
- Save each section. The agent starts watching sessions once it's enabled.
Templates are starting points. You can create as many agents from the same template as you need, for example a Lead Qualification agent for each sales team. The only limit is 32 agents per org.
Configure an agent
Every behavioral agent has three parts, plus an optional test. Select a step on the left of the agent editor to change it in the panel on the right.
Watch for (trigger)
The trigger defines which sessions the agent analyzes. Build it from events, the same way you build a search in Fullstory. You can:
- Match sessions that contain one or more events, such as Clicked > Element > Become a Host.
- Require the events to happen in this order, optionally within a set time.
- Exclude sessions where users performed certain actions.
Save the trigger to apply your changes.
When the summary is written
By default, an agent summarizes the session right after the matching behavior happens. If you want the summary to cover more of the session, add another event to the trigger that you expect to happen later. The agent waits for that event before it summarizes. Fullstory is also working on end-of-session summarization for use cases where that makes sense.
Watch for something a user didn't do
To catch users who abandon or don't finish an activity, use Exclude. Add the event you're interested in as the thing users did not do. For example, match sessions where a user added an item to the cart, and exclude sessions where they completed checkout.
Summarize (prompt)
The prompt tells the agent how to summarize each matching session. Write it in plain language. Templates include a ready-made prompt that gives the agent a role and an output format. For example, the Lead Qualification prompt asks the agent to act as a senior sales rep and return:
- Lead Quality: High, Medium, or Low
- Referral Source: Direct, organic search, paid ad, referral link, and so on
- Content Preference: The content or product pages the user engaged with
- Follow Up: A recommendation for how sales should follow up
Edit the prompt to fit your business, then select Save prompt.
Destination
The destination is where summaries are sent. Behavioral agents support Slack and Microsoft Teams.
- Select Slack or Microsoft Teams.
- If needed, install and connect the integration. Your org admin may need to complete the installation first.
- Choose a channel.
- Optional: Select Send test message to confirm the connection.
- Select Save destination.
Preview output (optional)
Test the agent before it goes live. Select Preview output, then choose a sample session from the menu. The panel shows the summary the agent would send for that session, along with the destination it would go to.
View agent activity and summaries
Select an agent on the Working for me tab to open its detail page. The Activity chart shows how many sessions matched the agent's trigger over the selected time range. The Configuration panel shows the agent's trigger, prompt, and destination. Select Edit to change them.
If more sessions match than the agent can send, the detail page shows that the agent is throttled. This means its messages are rate limited. If an agent is often throttled, narrow its trigger or consider Streams.
Each summary arrives in your Slack or Teams channel from the Fullstory app. It includes the agent's name, the summary written to your prompt, and a View Replay button that opens the session in Fullstory.
You can use Slack or Teams workflows to pass summaries on to other tools, such as a CRM or a ticketing system.
Limits and considerations
- Up to 32 enabled agents per org: This includes agents created by teammates. Paused agents don't count toward the limit.
- Rate limiting: To avoid flooding your channels, behavioral agents send about one message per minute per agent. If more sessions match than that, not every match produces a summary. Skipped summaries aren't sent later.
- Built for low volume: Behavioral agents work best for moments that need a person's attention, such as a high-value lead or a likely account takeover. Write triggers that match a focused set of sessions.
- Need every match? For high-volume, real-time event delivery, use Streams instead.
Reference: behavioral agent templates
These templates show some of what behavioral agents can do. Each one comes with an example trigger, summary prompt, and destination that you can change. You can use a template as many times as you like, for example once per team or product line.
| Agent | What it does | Built for |
|---|---|---|
| Voice of Customer | Summarizes customer feedback to reveal friction, sentiment, and actionable improvements. | UX researchers, CX leads |
| Lead Qualification | Summarizes sign-up form submissions to score lead quality and content preferences for sales and account teams. | Sales ops, demand gen |
| Cart Abandonment | Detects and notifies when users add items to cart but abandon before completing checkout. | Ecommerce and digital growth leads |
| Customer Service | Notifies when high-value customers request support, so you can offer informed assistance and improve their experience. | Support and CS leaders |
| Account Takeover | Alerts when compromised credentials (a credential pair) are entered and may lead to account takeover. | Security and fraud teams |
| Credential Stuffing | Alerts security teams about potential credential stuffing that may lead to account takeover. | Security and fraud teams |
Need something else? Choose Start from scratch to build a custom agent with your own trigger, prompt, and destination.
Frequently Asked Questions
Can I change an agent created from a template after I create it?
Yes. The trigger, prompt, and destination are all editable, whether you start from a template or from scratch.
What's the difference between a behavioral agent and a Stream?
Streams send events. Behavioral agents send summaries. Behavioral agents are rate limited so a person can read and act on each summary. If you need high volume, use Streams.
Where can I see the agents my teammates made?
Open the Created by others tab on the 24/7 Agents page.
How do I stop an agent from sending summaries?
Open the agent and select Pause agent.