Control what the AI does on its own

Your assistant can do things during a conversation as well as talk: book appointments, send a follow-up text, open a support ticket, text a payment link. For each of these built-in actions you decide how much freedom it has. Automatic means it just does it. Ask first means it queues the action for your OK. Never means it won't do it at all. Settings are per assistant. Requests that need your OK wait on the Approvals page.

1. Set approval levels for an assistant

1. In the sidebar, open AI Configuration → Assistants.
2. Click the assistant's row, or its Edit button.
3. Open the Actions tab and stay on Actions.
4. Each action shows its name and what it does. For each one:
   • Pick a level from the list: Automatic, Ask first or Never.
   • Or use the switch to turn the action off completely. An action that's switched off is never offered to the AI.

Changes save as you make them.

Actions with a fixed level

Some actions show a lock badge instead of a level picker:

• Always on: call controls, such as ending or transferring the call. A live call can't wait for approval, so these can't be switched off or gated.
• Always asks first: drafting a follow-up text, drafting a follow-up email, and requesting a follow-up call. Texts, emails and call-backs to a caller always wait for your approval. You can still switch them off.
• Automatic only: setting the call outcome. It only applies during the call, so it can't wait for approval. You can still switch it off.

2. What the caller hears

When an action is set to Ask first, the AI doesn't do it during the conversation. It tells the caller it will get that confirmed and follow up, and the request goes into your approval queue.

When an action is set to Never, or switched off, the AI can't use it.

3. Review the approval queue

1. In the sidebar, open AI Configuration → Approvals.
2. Each request shows:
   • what the assistant wants to do, and who the caller was,
   • View call, to open that call in your call logs,
   • the details it will use (for example the number and message),
   • when it was requested and when it expires.
3. Choose what to do:
   • Approve runs the action.
   • Approve and send appears on drafted texts and emails. You can edit the Text message, or the Subject and Email, before you approve. It is sent exactly as written.
   • Approve and call now appears on follow-up calls. Calls only go out inside the calling window, in the caller's local time. Outside those hours, approve it again later.
   • Reject drops the request.

Requests don't wait forever. Once one passes its expiry it shows Expired and can't be approved. You can still reject it to clear it from the list.

When the queue is empty, the page shows Nothing waiting for approval.

4. Replies to incoming texts

Replies to incoming texts work separately from the action levels above. By default the AI only suggests a reply and a person sends it:

1. Open Communication → Conversations and pick the text thread.
2. Click Suggest a reply. The AI puts a draft in the reply box, with the note AI draft — read it before sending.
3. Edit the draft if you need to, then send it.

To let the AI reply to texts on its own, turn on Booking by text for the assistant under Bookings → Booking setup → Booking by text. You choose whether it answers appointment texts only (booking, moving, cancelling, "when is my appointment?") or every text. It's off until you turn it on. See Booking by text.

Booking by text has its own controls, not the levels on the Actions tab. Setting booking actions to Ask first doesn't make text replies wait on the Approvals page. Instead:

• Switching booking off on the assistant's Actions tab also stops it booking by text.
• When anyone on your team replies in a thread, the AI pauses there for the time you chose.
• Take over and Let AI reply in the thread pause it or hand it back.
• Services that need your approval still send you a booking request, as in website chat.

Texts the AI sends during a call, such as a follow-up text, are built-in actions. You control those on the Actions tab (step 1). Drafted follow-up texts always ask first.

Common questions

Can I make every action ask first? Yes, except the call controls marked Always on and actions marked Automatic only. Set the rest to Ask first on each assistant's Actions tab.

Does Ask first slow down the call? No. The AI carries on with the conversation and tells the caller you'll follow up. The action only runs when you approve it.

Where do I see what the AI did automatically? Open the call under Communication → Calls → Logs. The Actions taken section lists each action with Done or Failed.

I see "That didn't go through." on the Approvals page. The request changed while you were looking at it. It may have expired or been reviewed somewhere else. The list reloads so you see its current state.

Next steps

• Add custom actions to connect your own tools.
• Monitor live calls and step in when you need to.
• Set up SMS replies and opt-outs.