Agent mode controls whether the AI agent can participate in an inbox conversation and how much control your team keeps. Set it per inbox, so a high-volume sales inbox can run on autopilot while a sensitive inbox stays manual.
Modes
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.
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.
