Choose how much Lucía does
Choose how much Lucía does
Not verified live: this guide has not been followed end to end against the live provider.
You set Lucía’s mode to decide how far she acts on a customer message, from answering alone to doing nothing.
Who: an admin. Permission: automation.settings.
Before you start
- Decide whether the mode applies to the whole organisation or to one workspace. Lucía’s mode is a workspace setting: the organisation’s value is the default, and a workspace can override it.
- Add documents to the workspace’s knowledge base before you pick a mode where Lucía answers. Until a workspace has documents, only Handoff and Off are available.
- For On call, create a team first and give it on-call level 1 for the workspace. The mode is unavailable while no active level-1 team covers the workspace. Open Organisation > Teams to create it.
Steps
- Select System in the sidebar. The System tab opens. If you don’t see System, ask an admin to grant you
automation.settings; without it the page shows Admins only. - To change the organisation’s default, leave the workspace switcher on the organisation. To change one workspace, pick that workspace in the switcher. A banner starts with “Showing workspace” and names it.
- In the AI agent group, find Agent mode. A chip beside it shows where the value comes from, for example Overridden in this workspace or Inherited from the organisation.
- Open the list and choose a mode from the table in the next section. The console saves the choice at once and shows a confirmation.
- To make a workspace follow the organisation again, select Use the organisation’s value on the same row. The chip returns to Inherited from the organisation.
- To check the result, send a test message on a channel of that workspace and watch the conversation in the inbox.
If a choice is greyed out, the console tells you why. The modes where Lucía answers need documents. On call needs a level-1 team for the workspace. AI only needs every behaviour profile of the workspace to let Lucía’s replies through.
The six modes
Each mode answers the same question: what does Lucía do when a customer writes?
| Mode | What Lucía does |
|---|---|
| Autopilot | Lucía answers the customer directly. When she is missing a verified fact, she first tries to help for a few turns, then offers a person and hands the conversation over when the customer accepts; see How Lucía decides. When a handover happens, the customer gets a short acknowledgement. |
| Suggestions | Lucía runs the whole cycle, then always hands the conversation over. She files the reply she would have sent as a draft for a person to review, and sends the customer nothing. |
| Handoff | Lucía composes no reply. Every message goes straight to a person, and the customer gets an acknowledgement that a person is coming. |
| Off | Lucía does not answer. The conversation stays where it was, and conversations a person owns are unaffected. |
| AI only | Lucía answers like Autopilot but never hands over. Where she would hand over, she tells the customer that no person is coming and keeps the conversation. Use it for a desk with nobody behind it. |
| On call | An incoming conversation waits for the level-1 on-call team, then the level-2 team, then goes to Lucía, who answers the waiting messages at once. |
What Off stops, and what it keeps
Off stops Lucía’s replies and nothing else. When Lucía does not answer a customer message, the message is still classified: its language, signal and category are read, and an address or name the customer gave is saved. A code the customer types is checked without spending an attempt, and a person confirms it from the conversation’s side panel. The same applies while a person owns the conversation. Nothing is sent to the customer from this step.
How On call works
The On call mode starts a ladder when a customer writes to a conversation that nobody has answered.
- The conversation goes to the queue of the level-1 team, with no person assigned. Lucía stays silent and the customer receives nothing meanwhile.
- Every member of the team gets a notification and an email. Members marked away miss only the bell and the push; the email still reaches them.
- A claim by a person, a reply from a person, a move to another team or closing the conversation ends the ladder.
- With no reply after the team’s minutes (5 by default, from 1 to 1440), the conversation moves to the level-2 team if one exists. After its minutes, or straight after level 1 when there is no level 2, Lucía takes it.
- A team’s level and minutes are set in Organisation > Teams, in the team’s On call and Escalates after fields. The team’s workspace list says where it is on call; no workspace ticked means every workspace.
- Only one active team can hold each level for a workspace. The console refuses a second one and names the team that holds it.
Channels where a person sends
Lucía’s mode does not control a person’s own account. On a personal account she never speaks alone. Each person chooses, in their profile under My channels, between Lucía is silent and Lucía drafts for each account, in the field Lucía on this account.
The organisation’s mode still applies on top: with the mode on Off, the personal account stays silent too.
Which limit wins
When more than one limit applies to a conversation, the strictest one decides.
- A suspended organisation behaves as Off.
- An organisation that used up its conversation quota behaves as Handoff.
- A behaviour profile can set a lower ceiling for the conversations it handles. The stricter of the profile’s ceiling and the mode applies.
Result
The Agent mode row shows the mode you chose and the chip shows its source. Customers on that workspace’s channels get the behaviour in the table. The change is recorded in the audit log.
Limits
- AI only is refused while a behaviour profile in the workspace holds back Lucía’s replies for approval or a hand-off. The console names the profiles; change their autonomy first.
- The mode applies to the next customer message. It does not reach back into conversations a person owns.
- An organisation, and any workspace created later, starts in Handoff mode. While a workspace has no documents, only Handoff and Off are available.
- The mode does not control which facts Lucía may use. She answers only from your documented material; see How Lucía decides.