> ## Documentation Index
> Fetch the complete documentation index at: https://docs.integratewise.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Roles & Agents

> Users, roles, and the complete agent taxonomy — who uses the system and what AI participates

# Roles & Agents

**Who uses the system and what AI participates.**

SpineWorkspace serves every role in the organization. Each role gets a domain-specific projection of the workbench. AI agents work alongside humans, never replacing them.

## Design Principles

1. **Humans are core actors** — AI augments, never replaces
2. **One Twin per user** — Each person has their own AI partner
3. **Role-scoped** — Everything is scoped to the user's role
4. **Coworker is ambient** — Always present, never intrusive
5. **Domain agents are specialized** — Deep expertise in one area

***

## Human Roles

### Executive Leader

| Aspect               | Description                                                  |
| -------------------- | ------------------------------------------------------------ |
| **Focus**            | Strategic KPIs, organizational health, high-stakes decisions |
| **Workbench**        | Executive dashboard, decision center, reports                |
| **Twin interaction** | Strategic analysis, risk assessment, recommendation          |
| **Key metrics**      | Revenue, pipeline, customer health, team performance         |

### Sales Manager

| Aspect               | Description                                             |
| -------------------- | ------------------------------------------------------- |
| **Focus**            | Pipeline, opportunities, forecasts, team performance    |
| **Workbench**        | Sales pipeline, opportunity views, forecast reports     |
| **Twin interaction** | Deal analysis, next-best-action, pipeline review        |
| **Key metrics**      | Pipeline value, win rate, average deal size, cycle time |

### Account Manager

| Aspect               | Description                                            |
| -------------------- | ------------------------------------------------------ |
| **Focus**            | Customer health, renewals, expansion, relationships    |
| **Workbench**        | Account views, health scores, renewal tracking         |
| **Twin interaction** | Health analysis, risk detection, expansion opportunity |
| **Key metrics**      | Health score, NPS, renewal rate, expansion revenue     |

### Finance Analyst

| Aspect               | Description                                                 |
| -------------------- | ----------------------------------------------------------- |
| **Focus**            | Revenue, billing, collections, financial reporting          |
| **Workbench**        | Financial dashboards, billing views, collection queues      |
| **Twin interaction** | Revenue analysis, billing anomaly, collection priority      |
| **Key metrics**      | Revenue recognition, DSO, collection rate, billing accuracy |

### Support Lead

| Aspect               | Description                                          |
| -------------------- | ---------------------------------------------------- |
| **Focus**            | Tickets, SLAs, escalations, customer satisfaction    |
| **Workbench**        | Ticket queue, SLA dashboard, escalation tracker      |
| **Twin interaction** | Ticket triage, SLA prediction, escalation routing    |
| **Key metrics**      | SLA compliance, resolution time, CSAT, ticket volume |

### Any Role / Customer

| Aspect               | Description                                   |
| -------------------- | --------------------------------------------- |
| **Focus**            | Role-specific work, domain-specific views     |
| **Workbench**        | Customizable work surface, domain projections |
| **Twin interaction** | Contextual assistance, work support           |
| **Key metrics**      | Role-specific KPIs                            |

***

## AI Agent Taxonomy

### AI Twin (Per User)

| Aspect          | Description                                            |
| --------------- | ------------------------------------------------------ |
| **Scope**       | Per-user, role-scoped                                  |
| **Behavior**    | Reasons, plans, suggests — never acts without approval |
| **Activation**  | Explicit (Four Buttons) or pipeline-triggered          |
| **Memory**      | Persistent memory scoped to user's domain              |
| **Interaction** | Four Buttons: Store, Ask, Assign, Approve              |

#### Twin Capabilities

| Capability           | Description                         |
| -------------------- | ----------------------------------- |
| **Context assembly** | Builds understanding from the Spine |
| **Reasoning**        | Analyzes situations and options     |
| **Planning**         | Proposes step-by-step plans         |
| **Drafting**         | Creates content and communications  |
| **Research**         | Investigates questions and patterns |
| **Prediction**       | Forecasts outcomes and trends       |

#### Twin Rules

* Twin never acts without explicit approval
* Twin prefers silence over low-value commentary
* Twin is scoped to the user's role domain
* Twin memory is governed by the same policies as the Spine

***

### AI Coworker (Context Companion)

| Aspect          | Description                                  |
| --------------- | -------------------------------------------- |
| **Scope**       | Ambient, context-wide                        |
| **Behavior**    | Observes, gathers, supports — never proposes |
| **Activation**  | Continuous observation                       |
| **Memory**      | Ephemeral, session-scoped                    |
| **Interaction** | Contextual surfacing, communication support  |

#### Coworker Capabilities

| Capability                | Description                                 |
| ------------------------- | ------------------------------------------- |
| **Context observation**   | Watches active work without interfering     |
| **Information retrieval** | Pulls relevant data on demand               |
| **Communication support** | Helps messages get to the right people      |
| **Context alignment**     | Ensures everyone has the same understanding |

#### Coworker vs. Twin

| Aspect         | Twin                           | Coworker                      |
| -------------- | ------------------------------ | ----------------------------- |
| **Scope**      | Full reasoning and execution   | Context gathering and support |
| **Activation** | Explicit or pipeline-triggered | Continuous observation        |
| **Autonomy**   | Proposes, waits for approval   | Supports, doesn't propose     |
| **Depth**      | Deep analysis and planning     | Lightweight context surfacing |
| **Memory**     | Persistent, role-scoped        | Ephemeral, session-scoped     |

***

### Domain Agents

| Agent                | Domain          | Capabilities                                          |
| -------------------- | --------------- | ----------------------------------------------------- |
| **Sales Agent**      | Sales           | Pipeline analysis, deal scoring, next-best-action     |
| **Finance Agent**    | Finance         | Revenue analysis, billing review, collection priority |
| **Support Agent**    | Support         | Ticket triage, SLA prediction, escalation routing     |
| **Account Agent**    | Account Success | Health analysis, renewal risk, expansion opportunity  |
| **Operations Agent** | Operations      | Workflow optimization, resource allocation            |

#### Domain Agent Rules

* Domain agents are scoped to their business domain
* Domain agents can reason and recommend within their domain
* Domain agents escalate cross-domain work to the orchestrator
* Domain agents feed learnings back to the Spine

***

### Specialist Agents

| Agent                 | Specialty             | When Used                              |
| --------------------- | --------------------- | -------------------------------------- |
| **Research Agent**    | Deep investigation    | When context is insufficient           |
| **Analysis Agent**    | Quantitative analysis | When numbers need interpretation       |
| **Drafting Agent**    | Content creation      | When output needs to be produced       |
| **Integration Agent** | System integration    | When external systems need interaction |

#### Specialist Agent Rules

* Specialist agents are invoked on demand
* Specialist agents receive focused context for their task
* Specialist agents return results to the calling agent
* Specialist agents do not maintain persistent state

***

### System Agents

| Agent                    | Function                         |
| ------------------------ | -------------------------------- |
| **Orchestration Agent**  | Coordinates multi-step workflows |
| **Scheduling Agent**     | Manages time-based triggers      |
| **Monitoring Agent**     | Observes system health           |
| **Reconciliation Agent** | Verifies execution outcomes      |
| **Memory Agent**         | Manages organizational memory    |

#### System Agent Rules

* System agents operate at the platform level
* System agents are not directly visible to users
* System agents enforce governance and policies
* System agents are fully auditable

***

## Agent Interaction Model

```
Human → Twin → Domain Agent → Specialist Agent → System Agent → Execution → Reconciliation → Memory
```

### Interaction Rules

1. Humans initiate or approve all actions
2. Twins reason and propose, humans decide
3. Domain agents specialize within their scope
4. Specialist agents are invoked on demand
5. System agents coordinate and govern
6. Every interaction is traced in the Spine