Human-or-agent delegation

The delegation model

Opening the assign menu on any thread gives you two destinations: a human teammate, or the AI agent. Assigning to a teammate hands them the thread to work. Assigning to the agent carries an authority level — Manual, Copilot, or Autopilot — that decides how far the agent may act on its own.

Either way you can attach a one-line handoff note, and a system comment summarizing the handoff posts on the thread. That comment is internal — the original recipient never sees it.

Delegating a thread

1. 1

   Open the assign menu

   In any thread, open the “Assign” action. The menu lists your teammates and the AI agent as destinations.

2. 2

   Pick an assignee

   Select a teammate who has access to that mailbox, or select the AI agent. If the teammate you need doesn’t have access to the mailbox, share it with them first.

3. 3

   For the agent, choose an authority

   When you assign to the agent, pick Manual, Copilot, or Autopilot. Copilot stages a draft that waits for your approval before sending; Autopilot lets the agent act within its configured allowlist; Manual keeps the agent hands-off. Human assignees don’t take an authority — they simply own the thread.

4. 4

   Add a handoff note

   Optionally type a one-line note: “Chase for the signed contract” or “Do not offer a refund.” The note is included in the handoff summary the assignee (or agent) sees.

5. 5

   Confirm

   Assign the thread. A system comment summarizing the handoff posts, the assignment status updates, and — if you assigned the agent under Copilot — it can auto-draft a reply staged for your review.

Assignment statuses

Every assigned thread moves through a four-state lifecycle: open → working → needs_review → done. Teammates and the agent advance the status as work progresses, and the status is always visible on the thread and in the team inbox list.

Internal comments and @mentions

Any team member can post an internal comment on a thread at any time. Internal comments are private to the team — they are never emailed to the customer or included in any reply.

Use @mentions to notify a specific teammate; the mentioned person gets an in-app notification. The agent reads internal comments as context when it works the thread.

Agent authority — Manual, Copilot, Autopilot

When you assign a thread to the agent you pick its authority. Under Copilot, assigning can auto-draft a reply that is staged for your review — nothing sends until you approve or edit it in the approval panel. Manual keeps the agent hands-off: it helps on request but doesn’t act on the thread on its own.

Autopilot lets the agent act within its configured action allowlist without per-send approval. Autopilot is gated and requires explicit opt-in per mailbox. Whichever authority you choose, the handoff posts a system comment summarizing what happened.