Supervised to Full AI, category by category

Read the evidence on the dashboard

For every category: how often agents approved the AI's draft, how often tickets were reopened, how often a person had to take over, and customer satisfaction. "Ready for Full AI" appears only after at least 30 cases, 90% approval, few reopens and takeovers and, once there are enough ratings, good satisfaction.

Check shadow mode

In every Supervised category the AI's suggestions are run through the exact checks Full AI would face, without sending anything. The category page shows how often Full AI would have replied on its own, how often your team then sent the same reply, and the most common reasons it would have handed off.

Know what Full AI does

It sends acknowledgements and fixes itself, reads the customer's reply, closes when the customer confirms, retries when they say it didn't work, and escalates when it runs out of attempts. Every email it sends on its own says it is an automatic reply from an AI assistant and, unless it is already handing over to a person, that replying "person" reaches the team.

Know what it will never send

A person takes over whenever the customer asks for a refund or to cancel, disputes a charge, mentions legal action, personal data, a security problem, a complaint, seems vulnerable, or asks for a person. Replies are held when they mention a price or date not in the cited sources, outside links, or claim something was done to an account. Resolutions are only sent from validated articles, your help centre, a policy or a confirmed past fix.

Switch the category on

Settings → AI Behaviour → Category modes. Choose Full AI for the category. The switch-on screen shows its shadow-mode evidence and what it will and won't do, and asks you to tick an acknowledgement, recorded in the audit log with your name.

You’ll see: Nothing is sent to the backlog. From the next new ticket, the category runs on its own; tickets that need a person come to the team with the reason on the timeline.

Watch, and move back if it slips

The dashboard recommends moving a category back to Supervised if it slips. A workspace-wide pause switch under Settings → AI Behaviour → Category modes stops Full AI in every category at once; the paced follow-ups to quiet customers still run.