Glean: Your Work Knowledge Agent

Glean is an AI agent with deep context about the user's work — think of it as an oracle for enterprise knowledge. When you're stuck, need background, or want to understand something about the user's company, accounts, colleagues, or work history — ask Glean.

What Glean Knows

Glean has indexed the user's entire work context:

• Communications: Slack messages, email threads, meeting transcripts
• Documents: Google Drive, Confluence, Notion, SharePoint
• Code: GitHub repos, pull requests, commits
• People: Employee directory, org charts, contact info
• CRM: Salesforce accounts, opportunities, contacts
• Tickets: Jira issues, support cases
• Meetings: Calendar events, Gong recordings, Gemini notes
• 100+ enterprise apps connected and indexed

Glean synthesizes across all these sources. It doesn't just search — it thinks and answers.

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Core Tool: chat

chat(message="your question here")
chat(message="follow-up question", context=["previous response"])

What Chat Does

1. Understands your question — natural language, complex queries, multi-part asks
2. Searches across all indexed sources — not just keyword matching
3. Synthesizes an answer — connects dots across documents, conversations, people
4. Returns cited sources — every claim links back to source documents

Chat Knows Who the User Is

Glean is identity-aware. It knows the authenticated user automatically:

# These just work — no need to specify the user's name or email
chat(message="What am I working on?")
chat(message="Who is my manager?")
chat(message="What meetings do I have today?")
chat(message="What did I discuss with Jane last week?")

What to Ask Glean

Account & Customer Research:

chat(message="Give me an account overview for MongoDB")
chat(message="Who are the key contacts at Tenstorrent?")
chat(message="What's the deal status for Sports Facilities Advisory?")
chat(message="What use cases is Ratio Therapeutics exploring?")

People & Org Questions:

chat(message="Who works on the agent builder team?")
chat(message="Who should I talk to about MCP integrations?")
chat(message="What's Josh Rutberg's background?")

Process & Policy:

chat(message="How do I escalate a support ticket?")
chat(message="What's the onboarding process for new accounts?")
chat(message="How does the AIOM role differ from CSM?")

Historical Context:

chat(message="What happened in my last meeting with Adam Fowler?")
chat(message="What was decided about the OCR issue at SFC?")
chat(message="What's the history of the MongoDB account?")

Synthesis & Strategy:

chat(message="What are the common blockers for agent adoption?")
chat(message="What patterns do successful agent deployments share?")
chat(message="How do other AIOMs handle high-touch accounts?")

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Glean's Tools

Under the hood, the Glean agent has access to specialized tools. You don't invoke these directly — Glean decides when to use them:

Tool	What It Does
Search	Finds documents across all indexed sources
People Lookup	Queries the employee directory and org structure
Email Search	Searches Gmail with filters (from, to, labels)
Calendar Lookup	Finds meetings and calendar events
Document Reader	Retrieves full content from URLs
Code Search	Searches internal repositories
Activity Tracker	Shows what the user worked on recently

Glean orchestrates these automatically based on your question.

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How to Use Glean

1. Ask First, Drill Down Later

Always start with chat. If you need more detail, ask follow-up questions:

# Start broad
chat(message="What's the status of the Tenstorrent account?")

# Then drill down
chat(message="What specific use cases are they exploring?",
     context=["previous response about Tenstorrent"])

2. Be Specific

Glean is smart, but specificity helps:

Less effective: "Tell me about MongoDB"
More effective: "What are the current active projects with MongoDB and who are the key stakeholders?"

3. Multi-Turn Conversations

Use the context parameter for follow-ups:

response1 = chat(message="What meetings do I have with Ratio Therapeutics?")
response2 = chat(
    message="What should I prepare for the next one?",
    context=[response1]
)

4. Trust the Citations

Every response includes source links. These are real — use them to verify or dive deeper.

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When to Ask Glean

Situation	Ask Glean
Starting work on an account	"Account overview for X"
Preparing for a meeting	"Prep me for my meeting with X"
Researching a person	"What do I know about X?"
Understanding a project	"What's the status of X?"
Finding an expert	"Who knows about X?"
Recalling a decision	"What was decided about X?"
Writing a summary	"Summarize my activity on X"
Investigating an issue	"What's the history of X issue?"

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When NOT to Use Glean

Need	Use Instead
Public/external information	Web search
Local project files	Read tool
Info already in conversation	Reference it directly
Real-time data	Glean indexes periodically
Speculation/opinion	Your own reasoning

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Limitations

Indexing lag: New documents may take minutes to hours to appear.

Permission-scoped: Glean only sees what the user has access to. If results seem sparse, the user may lack permissions.

Structured data: Returns markdown/snippets, not raw CSVs. For full spreadsheet analysis, have the user upload the file.

External companies: Glean knows about the user's company's interactions with external companies (emails, meetings, CRM data) but doesn't have access to their internal systems.

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Examples in Context

Meeting Prep

# Before a customer call
chat(message="Prep me for my call with Adam Fowler at Sports Facilities. Include recent context, open issues, and what we discussed last time.")

Account Research

# New account handoff
chat(message="Give me a full briefing on the Golden Gate Bridge account — adoption status, key contacts, risk factors, and what the previous AIOM was working on.")

Problem Investigation

# Debugging an issue
chat(message="What do we know about the agent error Adam Fowler reported? Include request IDs and any support ticket context.")

Weekly Planning

# Start of week
chat(message="What are my priorities this week based on my calendar, recent activity, and outstanding tasks?")

People Context

# Before a 1:1
chat(message="What should I know before my 1:1 with Josh Rutberg? Include recent discussions and any items I should bring up.")

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Philosophy

Glean exists to reduce cognitive load. Instead of:

• Searching Slack, then Drive, then Salesforce, then email...
• Trying to remember which tool has what...
• Manually synthesizing across sources...

Just ask Glean. It handles the complexity. You get the answer.

This is the "second brain" pattern — an AI agent with deep context about your work, always available to consult when you need to understand, remember, or decide.

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When in doubt, ask Glean.