Review, hand-off and trust

You decide how much freedom the bot has. This page covers the controls that keep a person in charge. The basics are in AI chatbot.

Shadow mode: the bot drafts, you decide

In shadow mode the bot writes a draft and nothing reaches the contact until a person acts on it.

• Approve sends the draft exactly as written.
• Edit and send sends your own wording, recorded as a person's reply.
• Reject sends nothing.
• A draft older than 24 hours expires and can no longer be sent.

Shadow is the default on WhatsApp and e-mail. To let either of them send by itself, you need at least 10 reviewed drafts on that channel and an explicit confirmation. Going back to shadow is always allowed. SMS and web chat can go live directly.

Hand-off

• Alerts by e-mail go to the people you choose when a conversation is handed over or a draft is waiting. They are rate-limited, so a busy hour will not flood anyone.
• Opening hours and an away message: the bot answers around the clock, but outside your hours a hand-off tells the contact when to expect a person.
• Details before a hand-off: the bot can ask up to three questions, one at a time, and pass the answers to your team as an internal note.
• Names in the hand-off sentence: write {agent} and {team} in your own wording; they become the colleague's first name and the team's name.

Trust

• AI disclosure: the first bot answer in a conversation starts with a short line saying it is an AI assistant. It is on by default, and you may reword it.
• Sources: for every bot answer you can see which knowledge it used.
• Two tones side by side: compare two writing styles on a share of conversations. The result shows conversations, answers, hand-overs and ratings per tone, with a note when there are too few to tell.
• Cost per conversation: a view of AI uses and what the bot's messages cost.
• Ratings (CSAT): on web chat the visitor taps 1–5 once a conversation is resolved. You can also ask on SMS and WhatsApp, but each request is a billed message, so it is off by default.

E-mail rules

• The bot replies by e-mail only after you explicitly opt in.
• It replies only to authenticated senders, so a forged From address cannot make your domain write to a stranger.
• It never replies to automated mail such as no-reply addresses, out-of-office notices or bounces.
• Every reply carries an Auto-Submitted header, so other robots stay out of the thread.

Conversations that need a person arrive in your Inbox; see Service desk for queues, teams and reports.