> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cura.so/llms.txt
> Use this file to discover all available pages before exploring further.

# The Master AI switch and per-conversation control

> You're always in charge of your AI.

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.

## 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.

***

<Steps>
  <Step title="Find the Mode control">
    * The **Mode** control sits in the top bar next to your workspace name, and also on your **AI Settings** page.

    <Frame>
      <img src="https://mintcdn.com/cura-2d9288ab/BeSNmpoAfDIcQxBl/images/ai-agent/ai-agent-page.png?fit=max&auto=format&n=BeSNmpoAfDIcQxBl&q=85&s=90a048a8fa7f6dd6921761f9725add0a" alt="The Off / Copilot / Autopilot mode picker in the Cura top bar" width="2880" height="1560" data-path="images/ai-agent/ai-agent-page.png" />
    </Frame>
  </Step>

  <Step title="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)](/ai-agent/draft-mode).
    * **Autopilot** — Cura replies to customers automatically when it's confident. This is the classic "AI on" behaviour — replies auto-send.

    <Check>You control, in one place, whether Cura stays silent, drafts for review, or replies on its own.</Check>
  </Step>

  <Step title="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.

    <Warning>
      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.
    </Warning>
  </Step>

  <Step title="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](/inbox/taking-over-from-the-ai) for the full walkthrough.
    * Reply as yourself. The customer simply sees a smooth, continuous conversation.

    <Check>You can jump into any conversation without changing the mode for everyone.</Check>
  </Step>

  <Step title="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.

    <Tip>
      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.
    </Tip>

    <Note>
      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](/ai-agent/escalation-handoff).
    </Note>
  </Step>
</Steps>

***

## 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](/ai-agent/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.

***

### Related articles

* [Draft mode (Copilot)](/ai-agent/draft-mode)
* [Setting an AI schedule (business hours)](/ai-agent/ai-schedule)
* [Escalation: when the AI hands off to a human](/ai-agent/escalation-handoff)
* [How your AI agent works](/ai-agent/how-your-ai-agent-works)