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You’re always in charge of your AI. Your workspace’s Mode — the big lever once known as the Master AI switch — now has three settings: Off, Copilot, and Autopilot. Per-conversation control lets you take over a single chat whenever you want. Together they give you both a big lever and a fine one. By the end of this guide, you’ll know what the three modes do and how to step into any conversation.

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Before you begin

  • You’ll need access to the Inbox and conversations you want to control.
  • Mode is set for your whole workspace — one setting covers every channel and every conversation. (Per-channel overrides are on the way, but today it’s one control for all.)
  • Changing the Mode is a manager/admin action. If you don’t see the control, ask an admin on your team.
1

Find the Mode control

  • The Mode control sits in the top bar next to your workspace name, and also on your AI Settings page.
The Off / Copilot / Autopilot mode picker in the Cura top bar
2

Choose a mode

There are three settings, and they change how Cura handles incoming customer messages across all your channels:
  • Off — Cura is paused. Customers get no AI replies on any channel. Every conversation waits for a human.
  • Copilot — Cura drafts a reply for your team to review, edit, and send. Nothing reaches the customer without your approval. See Draft mode (Copilot).
  • Autopilot — Cura replies to customers automatically when it’s confident. This is the classic “AI on” behaviour — replies auto-send.
You control, in one place, whether Cura stays silent, drafts for review, or replies on its own.
3

Know that changing Mode is a manager action

Switching the workspace Mode is an admin/manager action — the same permission that governs your other AI settings.
If the Mode control is greyed out or missing, you don’t have permission to change it. Ask an admin on your team to switch it, or to give you access. Everyone can still see the current mode.
4

Take over a single conversation

Sometimes you want Cura handling most chats but you’ll personally handle this one.
  • Open the conversation and take over — you step in, and the AI steps back for that thread. See Taking over from the AI for the full walkthrough.
  • Reply as yourself. The customer simply sees a smooth, continuous conversation.
You can jump into any conversation without changing the mode for everyone.
5

Know how the controls stack

Cura acts on a conversation only when all of these line up:
  • Mode is Autopilot (auto-send) or Copilot (draft for review), and
  • you’re within the AI schedule (if one is set), and
  • the conversation hasn’t been escalated or taken over by a human.
In Autopilot, “acts” means Cura sends the reply itself. In Copilot, it means Cura writes a draft into the Reply box for you to approve — it never sends on its own.
Use the Mode control for planned changes — switch to Off for a busy promo day you want fully human-handled, or Copilot while you’re still building trust. Use take-over for one-off moments, like a VIP customer you want to greet personally.
Setting Mode to Off is different from escalation. Escalation is the AI deciding to hand off one conversation; the Mode control is you deciding for the whole workspace. See Escalation.

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Troubleshooting

  • The AI isn’t replying anywhere. Check the Mode. Autopilot sends replies automatically; Copilot only drafts them for review; Off stays silent.
  • The AI is on but silent in one chat. That conversation may have been escalated or taken over by a human — check its status.
  • The AI is on but only replies sometimes. You may have an AI schedule limiting its hours.
  • I can’t change the Mode. Switching Mode is a manager/admin action — ask an admin on your team to change it, or to give you access.