How Notion uses Custom Agents

Summary

Notion describes how Custom Agents are being used internally to automate repetitive questions, triage incoming work, and support communications, security, recruiting, and office operations. Agents are configured by describing a workflow and adding a trigger or schedule; they operate across Notion, Slack, Mail, Calendar, and other tools while using existing knowledge for context. Examples include a CX agent that searches the CX Knowledge Base and enablement docs, a Feedback Router that classifies Slack feedback and creates tasks, and Wilbur, which triages web issues and tags the right person. The company says these workflows make knowledge available beyond individual experts, reduce manual routing and response delays, and shift attention toward complex problems and creative work.

Takeaways

1. 1

   The CX Custom Agent searches the CX Knowledge Base and enablement docs, then answers questions in Slack with links to source pages.

2. 2

   The Feedback Router monitors the #all-feedback Slack channel, identifies the relevant product area, creates tasks, and alerts other Slack channels.

3. 3

   Custom Agents are being built by people across Marketing, Sales, IT, and other teams for security alerts, style guidance, work tracking, office questions, and tone adjustment.