Agent mode controls whether the AI agent can participate in an inbox conversation and how much control your team keeps.
Modes
| Mode | Behavior |
|---|
| Manual | Your team handles conversations. The agent does not auto-reply. |
| Copilot | The agent can assist, but your team remains in control of replies. |
| Autopilot | The agent can respond automatically based on the inbox prompt, jobs, traffic split, and availability. |
Personal inboxes cannot use autopilot.
Behavior prompt
The behavior prompt tells the agent what the inbox is for and how to handle conversations. Use it for inbox-specific goals.
Good prompts describe:
- The purpose of the inbox
- What the agent should try to accomplish
- When to book, qualify, answer, or escalate
- What tone or constraints are specific to this inbox
Jobs
Agent jobs allow the agent to perform specific tasks during conversations.
| Job | Use it for |
|---|
| Book appointments | Let the agent schedule interested contacts into configured appointment types. |
| Check camera feed | Let the agent visually inspect a location when that workflow is available. |
Traffic split
Autopilot inboxes can control how conversations are split between the agent and your team. Use this when you want the agent to handle only some conversations or to escalate based on routing rules.
Availability
Agent availability controls when the agent is active. Outside configured hours, calls go straight to your team.
Start new inboxes in Manual or Copilot while testing prompts, channels, and routing. Move to Autopilot after you confirm the agent behavior matches your workflow.
