5 min · May 27
When to enable copilot mode (and when to let the agent fly solo)
Auto is the base — the agent runs 24/7 on its own. Copilot is an optional layer for flows where the cost of being wrong is high. The criteria to decide.
Agents run in auto mode by default: read the message, decide, reply directly to the customer. That's the base. Copilot mode is an optional layer you enable on specific flows when a response can have consequences.
When to let the agent run solo (auto mode)
Most chats — booking, confirming, checking stock, answering FAQs, sending payment links, rescheduling. The agent reads the context, calls the tool and replies in seconds. The customer doesn't wait, your team doesn't touch the chat.
- Booking and rescheduling
- Automated reminders and confirmations
- Stock, pricing, hours questions
- Order / shipping status
- FAQs and basic onboarding
When to enable copilot
When the cost of being wrong is high. It's not distrust — it's that some cases require human judgment, not speed. You enable copilot per channel or per conversation; it's not all-or-nothing.
- High-value payments or legal contracts
- Serious complaints / churn cases
- Refund or compensation decisions
- Patients that need clinical screening
- Any flow where "sorry, my bad" doesn't cut it
Copilot mode: AI drafts, your team sees the draft, approves with one click, edits, or takes over. It's the safety net, not the main flow.
The rule in one question
"If this ships wrong, do I fix it with one message or do I have to formally apologize?". If the latter, copilot. If the former, auto.
The typical pattern we see
- Day 1: the agent runs in auto on everything (except payments > $500 and legal cases — copilot from the start).
- Week 1: you review the log, spot 1-2 flows you'd rather approve, and move them to copilot.
- Month 1: minimal tweaks. 80%+ of volume stays on auto.
Auto is the base. Copilot is the control layer for what matters. Never the other way around — making a human approve 200 greetings a day is burnout, not quality.
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