This feature is enabled per workspace. Email us to turn it on. A Contact support button where the switch should be means it isn’t on yet.
Private agent replies to customers, previously called Full Autonomy, lets the private agent send its drafted reply to the customer itself. You control how far to take it, from watching what the agent would send to letting it reply live. Nothing goes out until it clears every check.
This is about the private agent’s drafts, the ones built from everything you’ve connected. If you’re looking for the separate agent that answers customers from your public documentation alone, that’s the public agent. The two work independently, and Public Agent vs Private Agent Replies lays out the difference.
What It Does
- Sends replies automatically: posts the agent’s drafted reply to the customer when it clears every check, with no one in the loop
- Checks every reply first: an independent verifier reviews each reply and holds back anything unsafe before it reaches the customer
- Runs your guardrails: enforces conditions you write yourself on the Guardrails tab, on top of the always-on safety checks
- Stands down for humans: if a teammate has already replied on a ticket, the agent won’t send
- Starts in Preview: drafts replies as internal notes so you can see what it would send before it sends anything for real
Preview vs Live
Switch between the two with the Delivery control.- Preview (default): the agent drafts a reply and posts it as an internal note on the ticket, so you can see exactly what it would send. Nothing reaches the customer.
- Live: the agent sends its own replies to customers whenever every check passes. You won’t review them first.
Start in Preview. Let the agent draft against real tickets for a while and read what it would have sent. Once the drafts look right, switch Delivery to Live.
Eligible Tickets
Turning the feature on sends nothing until you choose where it applies. Eligible tickets starts at Not configured.- Every ticket: any ticket the agent handles can get a private agent reply.
- By routing category: only tickets in routing categories where you’ve turned on Send private agent replies to customers. The row tells you how many of your approved categories send. A category in Preview keeps its replies as internal notes even when Delivery here is Live.
vip. A ticket must match every rule, whichever categories are on.
Tickets routed to the public agent never get a private agent reply.
Guardrails
A reply is never sent to the customer if any guardrail trips, or if the verifier’s confidence sits below your threshold. The always-on checks, your own checks, and the confidence threshold all live on the Guardrails tab.Turning It On
- Open the Replies tab: Open Settings, select Support Agent under Agents, then Replies.
- Turn on Send private agent replies to customers: it starts in Preview, so the agent drafts replies but sends nothing to customers.
- Choose Eligible tickets: Every ticket, or By routing category and then switch on the categories you want.
- Review your guardrails: on the Guardrails tab, check the always-on list, set the confidence threshold, and add any checks for your team’s policies.
- Watch Preview on real tickets: read the internal-note drafts the agent posts and confirm they’re what you’d send.
- Switch to Live: when you’re confident, set Delivery to Live and the agent begins sending its own replies.
While this is on, Drafted reply stays enabled under Internal notes and notes post separately, since the reply has to stand on its own.
When a Reply Is Held Back
The draft posts as an internal note instead of reaching the customer, and the ticket waits for your team like any other, when:- a guardrail trips, or the verifier’s confidence is below your threshold
- a teammate has already replied on the ticket
- the ticket has a payment action waiting for approval
- the ticket has reached its maximum replies
