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Select the ai operating mode

An Admin chooses what the AI Assistant does company-wide — Copilot (the AI only drafts for operators), Auto Reply (the AI also answers customers directly) or neither (Disabled) — and, per connected channel, whether the assistant is enabled on that channel at all. The modes build on each other, so the screen shows them as two switches, the second appearing once the first is on.

When this happens: Admin turns a switch on or off under *What the AI does* on Admin — AI Assistant.

Step by step

  1. 1

    Open Admin — AI Assistant.

    Under *What the AI does*, displays *Suggest replies to operators* (Copilot: operators can ask the AI for a draft; nothing is sent without them), off while the mode is Disabled (the AI takes no action). Below it, the per-channel enablement list — one row per connected ChannelConnection (e.g. *WhatsApp +373 69 123 456*, *Instagram @acme_support*) — each with an AI enabled on this channel toggle backed by AiChannelSetting.

  2. 2

    Turns on *Suggest replies to operators*.

    EasyCRM saves AiAssistantSettings.Mode = Copilot (audit entry AiModeChanged) and shows, below it, *Answer customers automatically* (Auto Reply: the AI replies by itself and hands over to an operator when it cannot; operators keep their suggestions).

  3. 3

    Turns on *Answer customers automatically*.

    Asks: The AI will start answering customers on the channels turned on below, and hand over to an operator when it cannot.

  4. 4

    Click *Turn on*.

    EasyCRM saves AiAssistantSettings.Mode = AutoReply. Audit entry AiModeChanged.

  5. 5

    Turns the toggle on for the channels where Auto Reply should apply, leaves the rest off.

    EasyCRM saves each toggle as it is flipped. Audit entry AiChannelSettingChanged.

Other paths

Copilot only

Stops after step 4, leaving *Answer customers automatically* off: the mode is Copilot. The per-channel list still governs where operators may request suggestions — Auto Reply-only behaviors (UC-28.12, UC-28.26, UC-28.27) do not apply in this mode.

A channel enablement use case points here

Reaches the same per-channel toggle from a channel's own administration screen (e.g. UC-16.14 for WhatsApp, UC-17.13 for Instagram, UC-21.20 for Email) instead of from Admin — AI Assistant. Same AiChannelSetting row, same effect.

Step back

Click *Cancel* at step 6: nothing changes, and the mode stays Copilot. Turns *Answer customers automatically* off: the mode is Copilot again. Turning *Suggest replies to operators* off turns both off and hides the second switch: the mode is Disabled. Either is saved at once, with AiModeChanged.

If something goes wrong

No sources configured for auto reply

If no AiSource is and (the groundedness default). EasyCRM shows a warning banner: No active sources — with groundedness required, the AI will hand over every conversation. Add sources or test first Selection is not blocked.

Good to know

  • AiChannelSetting exists one row per ChannelConnection; a channel with no row behaves as disabled.
  • The company switch, the mode, and the channel setting all gate independently — every one must allow the behavior.
  • Switching away from Auto Reply does not change the responsible party of conversations the AI already holds at that moment; when a customer next writes on one, it goes to a person, the AI sending nothing (FR-28-001 AC #3), and UC-24.13 lets an operator take one over sooner.
  • Auto Reply includes Copilot — operators keep their suggestions — so the screen shows the Auto Reply switch only once the Copilot one is on, and both off is Disabled.