Supervised mode: review replies before sending (AI Validation)

📍 Where to find it: AI Validation

In supervised mode, the agent doesn't talk directly to the customer: it prepares a draft that you review and approve (or reject) from the "AI Validation" tab.

How it works

In the agent's settings, the validation mode can be "Autonomous" (sent directly) or "Supervised" (draft to validate). In supervised mode, every generated reply lands in the "AI Validation" queue and admins are notified. Approving sends the reply to the customer; rejecting deletes it.

Step by step

1. Open the agent, go to the "Settings" tab, set "Reply validation" to "Supervised — draft to validate before sending," then click "Save."
2. In the left-hand menu, click "AI Validation."
3. Read each pending draft.
4. Click "Approve & send" to send it, or click "Reject."

Good to know

• Ideal when starting out: you see what the agent would reply before trusting it to run autonomously.
• Switch to "Autonomous" once you're happy with the quality.
• New drafts from supervised agents appear at the top of the queue.