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Every channel has a mode. The mode decides whether Kai writes a draft for a person, sends the reply itself, or does nothing at all.
Settings → Channels with connected channels and their modes

Settings → Channels: each connected channel and the mode it runs in.

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The three modes

Off is not the same as disconnected. Kai still receives the messages, records them, and keeps the inbox current. It only stops writing.

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What Kai will not send, even on autopilot

Autopilot is a permission, not an override. Kai writes a draft instead of sending when any one of these is true:
  • A human handoff rule fires. The conversation goes to a teammate.
  • The reply quotes a number Kai cannot verify. The number must appear in Current Information, in a non-volatile answer, or in the conversation itself. If not, the reply is downgraded to a draft. See How Kai works.
  • Confidence is below the floor. You set the floor per channel.
  • A human already replied on the thread. Kai stops acting on a conversation that a person took over.
A reply that is grounded in nothing from the Brain never sends.

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The two autopilot scopes

Open a channel card to see the settings. The block is titled What Kai may answer without a human.
An expanded channel card with the autopilot settings

A channel card, open: mode, autopilot scope, wait, confidence and per-source modes.

Exactly one of the two scopes applies.

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Anything a reviewer approved

This is the default. Kai sends when the answers it used and the conversation flow it followed are approved or edited by a person. Unreviewed content still drafts, and that is how the rest of your Brain gets reviewed from real traffic. Use this scope when your review queue is in good shape. It grows as your team reviews, with no further settings to change.

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Only the intents I pick

A narrower ramp. Kai sends only for the intents you select from the list, and drafts everything else. Automate one intent, watch it for a week, then add the next.
A conversation flow must be marked autopilot-eligible before its intent appears in the list. If the list is empty, this scope can never send. Use Anything a reviewer approved instead, or mark a flow eligible during review.

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Minimum confidence

Minimum confidence is the floor for a send. The default is 0.75. Below the floor, Kai writes a draft, whatever the rest of the policy allows. Raise it if you want fewer, safer automated replies. Lower it only after you have watched the confidence numbers on the Overview page for several weeks.

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The wait before replying

Customers send one thought across several short messages. If Kai answered the first one, it would answer half a question. Wait before replying (seconds) is how long Kai waits for the customer to finish. The default is 20 seconds. Each new message pushes the wait forward, so a burst of six messages produces one reply, not six.

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Follow the customer’s typing rhythm

WhatsApp does not tell Kai that a customer is typing. This option infers it from the timing instead. If the last two messages arrived less than a minute apart, the customer is still mid-thought, so Kai waits a minute rather than the fixed wait. After a silence, Kai uses the fixed wait. The option is off by default. When it is on, a second setting appears: Never wait longer than (seconds), 180 by default. It is counted from the customer’s first unanswered message, so a long burst cannot hold a reply forever.
On autopilot with this option on, Kai also shows the WhatsApp typing indicator while it works. The reply then does not appear out of nothing.

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Per-source modes

A mode belongs to a source, not only to a channel. One Intercom workspace carries the Messenger widget, WhatsApp, email and SMS on one credential and one webhook. They are not one audience. A Messenger visitor is often anonymous and asking a first question. A WhatsApp thread is a phone number that already chose to reach out, and often a customer you know. Under Per-source modes, each source can be set to Copilot, Autopilot or Off, or left on Inherit. Inherit is the resting state: it stores nothing, and it follows the channel mode, including any later change to it. A source that Kai has not seen yet still follows the channel mode. Nothing breaks when your provider adds a new source type.
1

Two weeks in copilot

Every channel on Copilot. Your team reads and sends every reply. Watch Draft acceptance on the Overview page. Fix the answers your team keeps rewriting, in the review queue.
2

One source on autopilot, narrow scope

Pick the source with the highest draft acceptance. Set that one source to Autopilot under Per-source modes, and leave the rest on Inherit. Use Only the intents I pick, and select one intent that your team almost never corrects.
3

Widen the scope

After a week with no bad reply, add a second intent, or switch that source to Anything a reviewer approved. The review queue then decides what Kai may send, and it grows as your team works.
4

Widen to other sources

Move the next source to Autopilot, one at a time. Keep at least one source in copilot for a while, as a control.
If something goes wrong, set the source or the channel back to Copilot and select Save policy. The change applies to the next message. You do not need to disconnect anything.

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Next

How Kai works

The groundedness rule, the takeover rule, and Brain versions.

Get started

The first run, from sign-up to the first draft.