How to choose Act automatically, Ask me first or Recommend only

Step 1: Open agent Settings

In Agent Automation, open Settings. Automation status is the master switch - off, no agent acts at all. Test mode sends messages to you instead of real customers.

Step 2: Choose the AI permission

Under AI permission, pick one:

• Recommend only - agents work out what to do and log it. Nothing is ever sent or changed on its own.
• Ask me first - agents prepare the action and hold it in Awaiting Your Approval until you say yes.
• Act automatically - agents carry out their actions themselves, inside the limits you set.

Step 3: Per agent

Under Per agent, each agent follows the global rule - or pick a different mode for it. These save the moment you pick one.

Channels, hours and limits

• Channels - switch WhatsApp, Email and SMS on or off for all agents. Each agent also has its own How it reaches people list, with a Test button for each channel.
• Quiet hours - no customer gets a message from an agent inside this window. Times are in your business's time zone.
• Business hours, Communication limits (messages per customer per day or week) and Customer opt-out.

Good to know

• Start with Ask me first while you get to know the agents, then move to Act automatically.
• Phone calls need the Call Agent to be on.