Every office has work that follows the same steps every time: answering the same policy questions, sorting incoming requests, copying details from a form into another system, chasing approvals. AI agents can take on much of that work. We build them in Microsoft Copilot Studio, connect them to the systems you already use, and put a person in the loop wherever a decision matters.
What we build
- Knowledge agents. Agents that answer staff questions from your own handbooks, procedures and SharePoint sites, in Microsoft Teams or Copilot Chat, and point people to the source document instead of guessing.
- Intake and routing. Agents that read incoming requests from forms, email or chat, sort them, and route them to the right person or queue.
- Workflow automation. Copilot Studio agent flows that move information between apps, create records, send reminders and draft routine documents, with approval steps where a person should sign off.
- Connected agents. Agents that work with your business systems through Microsoft connectors, APIs and MCP servers, within the permissions you set.
- Declarative agents for Microsoft Copilot (formerly Microsoft 365 Copilot). Focused versions of Copilot with their own instructions and knowledge for a single job, such as onboarding or proposal drafting.
Built to be governed
An agent is software that acts on your behalf, so it gets the same care as any other system:
- Agents run under identities and permissions you control, and only see the data they need.
- Sensitive data stays inside Microsoft 365 controls, with Purview data loss prevention and sensitivity labels applied.
- Agents are registered, owned and visible to administrators, so you can review, reassign or turn them off.
- Human approval is built in for anything with real consequences, such as sending to clients or changing records.
Who it's for
Businesses running on Microsoft 365 that have repetitive, rules-based work eating staff time. It's especially useful in regulated offices, where an agent can follow the same documented steps every time and leave a record of what it did.
How the work runs
- Pick the process. We map one workflow end to end: the steps, the systems, the data and who signs off.
- Readiness check. Licensing, data access and permissions are confirmed, often as part of an AI readiness project.
- Build and test. The agent or flow is built and tested with real examples, including the awkward cases.
- Pilot. A small group uses it on real work while we adjust.
- Rollout and handover. You get documentation of what the agent does, what it can access and who owns it.
What you get at the end
- A working agent or automated workflow handling a defined job.
- Documentation of its instructions, data sources, connections and permissions.
- Monitoring and an owner, so it doesn't become a forgotten system.
Keeping agents healthy
Agents need care as your processes, data and Microsoft's tools change. Managed IT clients can have us maintain their agents alongside the rest of their environment, and AI data security covers how AI tools are used across the organization. Mash IT is based in Lexington, Kentucky, and builds agents for businesses across Central Kentucky.
Common questions
Answer questions from your own documents, sort and route requests, draft routine documents and move information between systems. For anything consequential, we build in a human approval step.
Not always. Some agents run in Copilot Chat or Teams without a full Copilot license, while others need one or use pay-as-you-go capacity. We sort out the licensing during the readiness check.
Only what you allow. Agents run under permissions you control, and Purview policies and sensitivity labels apply to what they can use.
Agents are tested on real examples before rollout, keep a record of what they did, and send anything consequential to a person for approval.