Rolling out safely: assisted mode and the review queue
Rolling out safely: assisted mode and the review queue
Go live in stages — review every draft first, then let confident answers go out on their own.
Assisted mode holds every reply — even very confident ones — for an agent to approve. It is the safest way to start, and the review queue on the dashboard shows each draft with its confidence and sources.
- 1Week 1: assisted mode onApprove, edit or reject drafts from the dashboard. Approved replies are posted to the ticket as a public reply. Edits teach you what to fix in the knowledge base.
- 2Week 2: assisted mode offReplies at or above your auto-send threshold go out on their own; the rest still come to review. Keep an eye on the Quality score page.
- 3Ongoing: tuneAdjust thresholds per category, add procedures for action requests, and use Regression tests before big changes.
Warning:Assisted mode also stops acknowledgements on triaged tickets and, in the chat widget, hands every visitor to a person. Remember to switch it off when you are ready to automate.
Assisted mode and the thresholds are under Settings → Automation (Settings is in the Setup group of the sidebar, and on the Overview page). The review queue is on the dashboard whenever drafts are waiting — with or without assisted mode — and the status banner shows how many replies are waiting.
Using the review queue
- Each draft shows why it was held (for example, below your auto-send threshold or conflicting sources) and which articles or past tickets it was based on; open the full audit trail for the score breakdown.
- Approve sends the draft as written.
- Edit, then approve: your edited text is sent and remembered as the better answer.
- Reject moves the ticket to triage and stops TR-AI from reusing that draft for the same question.
Tips & tricks
- Follow the “Getting live” checklist at the top of the dashboard: knowledge base ready → past tickets imported → first ticket → first automatic reply. Use “Send a test ticket” to see what TR-AI would answer without posting anything.
- For a ticket TR-AI couldn’t answer, open it in the ticket log and use “Save as approved answer”: your answer is learned as a human-resolved ticket and reused for similar questions.
- Reject drafts that are wrong rather than editing them heavily — rejection tells TR-AI not to reuse that answer.
- If many right drafts sit just below 82%, the fix is usually a clearer knowledge-base article — auto-send never goes below 82% (see Confidence scores).