Layla

IT support agent · Automagic Labs

Module 4 · Session 2 · How AI Agents Work

Layla does not reset your password.

She is an IT policy agent for a fake company. She reads an approved FAQ, remembers an employee ID for this chat, drafts mail, and asks a human before anything is sent. That is the whole job.

Layla home screen

She does

  • Answer password policy, VPN, software, and laptop questions from an approved FAQ table.
  • Ask for an employee ID when it is missing.
  • Remember that ID for this chat, and forget it when asked.
  • Create a Gmail draft (medium). Nothing is sent.
  • Ask a human on WhatsApp to APPROVE or DENY a high-risk admin email. Only APPROVE sends mail to the instructor inbox.
  • Refuse social engineering and out-of-scope questions.

She does not

  • Reset anyone’s password. She never sees, stores, or emails a password.
  • Create an admin account, even after APPROVE. A person would still have to do that.
  • Search Google, Reddit, or the open web. Those credentials exist in n8n and are not connected.
  • Talk to students on WhatsApp. WhatsApp is the instructor phone only.

The inner loop

  1. Request What does the employee want, and what is missing?
  2. Context This chat, plus an ID if they already gave one.
  3. Decision Six gates: scope, info, knowledge, tool, risk, human.
  4. Action Read FAQ, draft Gmail, or wait on WhatsApp.
  5. Response One language. Thinking is under the reply, not on WhatsApp.
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