Available Modes
Live Mode
The agent responds directly to customers.| Aspect | Behavior |
|---|---|
| Responses | Sent immediately to customers |
| Actions | Executed in real systems |
| Visibility | Customers see agent responses |
- Agent has been validated in shadow mode
- You’re confident in response quality
- Ready for production traffic
Shadow Mode
The agent drafts responses for human review.| Aspect | Behavior |
|---|---|
| Responses | Saved as internal notes or drafts |
| Actions | May be blocked or logged only |
| Visibility | Only your team sees responses |
- Testing a new agent or configuration
- Building confidence before going live
- Validating on real traffic
- Customer sends message
- Agent processes and generates response
- Response saved as internal note (Zendesk, Intercom) or logged (Slack)
- Human reviews and optionally sends
- Data collected for analysis
Testing Mode
The agent runs in isolation for validation.| Aspect | Behavior |
|---|---|
| Responses | Logged but not sent |
| Actions | Simulated or blocked |
| Visibility | Only visible in test results |
- Running batch tests
- Debugging specific scenarios
- Experimenting without risk
Choosing the Right Mode
New Deployment
- Test in playground until confident
- Deploy in shadow to validate on real messages
- Review shadow responses
- Graduate to live when quality is consistent
Existing Deployment (Major Changes)
- Pause the deployment
- Make configuration changes
- Switch to shadow mode
- Validate the changes work
- Return to live
Quick Fix
For minor, low-risk changes:- Update directly in live mode
- Monitor closely afterward
Changing Modes
1
Open Deployment
Go to Deploy and click on your deployment.
2
Edit Deployment
Click Edit to modify settings.
3
Change Mode
Select the new mode from the dropdown.
4
Save
Save to apply the change immediately.
Shadow Mode Options
When in shadow mode, additional options are available:Internal Notes Only
Responses are sent as internal notes instead of public replies:- Zendesk: Internal note on the ticket
- Intercom: Admin note on conversation
- Slack: Message to a review channel (not the original thread)
No Write Actions
Block actions that modify external systems:- Ticket status changes blocked
- External API calls logged but not executed
- Safe for validation without side effects
Reviewing Shadow Responses
In Run History
- Go to Analyze → Runs
- Filter by deployment
- Review agent responses
- Check execution steps
In the Source System
- Zendesk: Internal notes on tickets
- Intercom: Notes visible to admins
- Slack: Review channel messages
Quality Checks
When reviewing shadow responses, ask:- Is the response accurate?
- Is the tone appropriate?
- Did the agent find the right knowledge?
- Did guardrails work correctly?
- Would you send this to a customer?
Graduating to Live
Before switching from shadow to live:1
Review Sample
Review a representative sample of shadow responses.
2
Check Metrics
Verify escalation rate and response quality are acceptable.
3
Address Issues
Fix any problems found in review.
4
Switch Mode
Change mode to Live.
5
Monitor Closely
Watch performance for the first few hours/days.
Best Practices
Always Shadow First
New deployments and major changes should always go through shadow mode:- Catches issues before customers see them
- Builds confidence in the configuration
- Provides data for validation
Set Review Expectations
In shadow mode:- Decide how many responses to review before going live
- Set a timeline (e.g., “shadow for 3 days”)
- Define quality criteria for graduation
Keep a Shadow Deployment
Consider maintaining a shadow deployment for ongoing validation:- Test new configurations safely
- Catch regressions
- A/B test improvements