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Start with Notes, then allow direct replies within one clear boundary. Expand that boundary after the replies meet your quality target.

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Follow a controlled rollout

  1. Set a target for answer quality, AI resolution, or reviewed replies.
  2. Start with Note replies so an agent reviews every answer.
  3. Review the replies in Improve > Inspect & Logs.
  4. Fix knowledge gaps, guidance, and poor source content.
  5. Enable direct replies for one low-risk topic, audience, or time window.
  6. Review that group against the same target.
  7. Add one new topic or audience group at a time.
Do not widen the rollout when the current group does not meet your target.

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Limit direct replies by topic

Use AI Tagging to allow direct replies for proven topics. Keep other topics in Note mode or block them. AI Tagging does not support Zendesk Messaging or HubSpot. Read Prevent AI replies to certain topics.

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Limit direct replies by audience

Change the workflow, trigger, automation, or chatflow that sends conversations to My AskAI. Read Prevent AI replies to certain customers or brands.

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Use a short live window

Turn on direct replies for a quiet period when your team can monitor the helpdesk. Turn direct replies off at the end of the test window. Use this method only when a person owns the start time, the end time, and the review.

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Reply to the first message only

Select Reply to 1st message only for Zendesk tickets, Freshdesk, or Gorgias email. The AI agent replies to the first customer message, then hands later messages to your team. Check the setup page for Zendesk tickets, Freshdesk, or Gorgias before you enable this option.