AI Agent Human-in-the-loop mode

We've introduced a new Human-in-the-loop mode for AI Agents, allowing teams to review and approve AI-suggested actions before they go live.

What's new

• Enable Human-in-the-loop mode at the channel level.

• AI Agents will suggest replies, escalations, or label assignments.

• These suggestions require human approval before execution.

• All approved actions appear under the human agent's name.

Why this matters

You can now confidently test and refine AI Agent behavior in a live environment, without risking unintended customer interactions. Build trust in your AI's accuracy and performance before moving to full automation.