Supervised Mode lets support agents review an AI Agent's suggested work on tickets before applying it.
Use Supervised Mode for first rollout
Start in Supervised Mode when the AI Agent is new, its actions are high impact, or your team wants to review results before allowing automatic updates.
Recommended rollout
- Scope the AI Agent to a small set of ticket categories.
- Add clear setup fields and custom instructions.
- Deploy the AI Agent in Supervised Mode.
- Ask support agents to review suggestions from the ticket.
- Review Agent Activity Log for completed, cancelled, rejected, failed, or waiting-for-approval activity.
- Adjust configuration before expanding categories or switching to Autopilot Mode.
What to review before switching modes
- Suggestions consistently match the expected behavior.
- Support agents are approving most correct suggestions.
- Failed or cancelled activity has been resolved.
- Categories and setup fields are narrow enough for automatic action.