Supervised Mode and Autopilot Mode control how much review happens before an AI Agent applies work to tickets.
Compare the modes
| Mode | What happens | Best for |
|---|---|---|
| Supervised Mode | The AI Agent suggests an update. A support agent reviews the suggestion from the ticket before applying or cancelling it. | New AI Agents, high-risk support tasks, policy-sensitive updates, and early rollout. |
| Autopilot Mode | The AI Agent applies updates automatically when its trigger and conditions are met. The action still appears in activity logs. | Low-risk, repeatable support tasks where your team has already reviewed AI Agent behavior. |
How Supervised Mode works
When a ticket triggers an AI Agent in Supervised Mode, the suggested update appears in an AI Agent Approvals area on the ticket. A support agent with reply permissions can apply or cancel the suggestion. Multiple suggestions can appear separately when more than one AI Agent suggests work on the same ticket.
Newly hired AI Agents should start in Supervised Mode when your team wants to review output before using more automation.
How Autopilot Mode works
In Autopilot Mode, matching actions are applied without manual approval. The ticket activity and AI Agent activity history still show which AI Agent performed the work.
For a cautious first deployment, deploy an AI Agent safely in Supervised Mode.