When an AI employee does a job outside the help desk, such as a Blueprint step or a scheduled recipe, it uses the same tools as Wizard AI. Every change it wants to make, like emailing a customer or creating a task, goes to its action queue first. One of the people it reports to approves or rejects it.
Before you start
AI Employee is available on Standard, Professional and Enterprise plans. Give the AI employee at least one person in Reports to. Only those people can approve its changes.
Approve or reject a change
-
Open the queue
When an AI employee has changes waiting, the people it reports to get a notification. Select it to open AI Employee Actions. You can also open the AI employee from Business > Team Members and choose Open the action queue.
-
Read what it wants to do
The Waiting tab lists each proposed change in plain words, with where the job came from and the AI employee's reason under Why. An email shows the recipient, the subject and the full text.
-
Approve or reject it
Select Approve to make the change now, or Reject to drop it. An approved change runs as the AI employee, so it can only do what its role allows at that moment. If its role has changed since, the change is not made and the row says why.
-
Check the outcome
Done changes move to the Done tab with the result, and anything that did not go through moves to Failed with the reason. Every change is also recorded in the AI employee's audit history.
Let it make some changes without asking
-
Open its settings
Go to Business > Team Members and open the AI employee for editing.
-
Switch on the changes you trust
Under Changes it can make without asking, switch on only the changes you are happy for it to make alone, such as notifying a team member or adding an internal note to a ticket. Everything is off to begin with, and anything you leave off keeps going to the queue.
Emails are the one exception. If a job starts from a record, such as a new ticket, candidate or form, or the person was added during the same job, the email still waits for approval. Whoever wrote the record could try to get your data sent to them, so a person always checks those emails first.
-
Keep an eye on it
Changes it makes by itself still appear in the queue under Done, marked Ran without approval, so you can see exactly what it did.
Proposals do not wait forever. A change nobody decides on within 7 days moves to Lapsed, because the record it was based on has probably moved on. An AI employee can never touch your team members, settings, password vault or deleted data, whatever you switch on.
For more, see AI Employee.