Human-or-agent delegation

The delegation model

Opening the assign menu on any thread shows two destination types: a list of teammates with access to that mailbox, and an “AI agent” option. Both share the same UX: pick the assignee, choose an authority mode, and optionally write a one-line instruction.

On confirmation, an AI-generated summary of the thread context posts as a system comment visible only to the team — the original recipient never sees it.

Delegating a thread

1. 1

   Open the assign menu

   In any thread, click the “Assign” button in the toolbar (or press the keyboard shortcut “a”). The menu lists teammates and the AI agent.

2. 2

   Pick an assignee

   Select a teammate name or “AI agent.” If the mailbox is not shared with the teammate you need, you will see a prompt to share it first.

3. 3

   Choose an authority mode

   For human assignees: Observer (read-only visibility) or Collaborator (can draft and comment). For the agent: Copilot (drafts require your approval before sending) or Autopilot (agent acts autonomously within its configured allowlist).

4. 4

   Add a one-line instruction

   Optionally type a short instruction: “Chase for the signed contract” or “Do not offer a refund.” The instruction is included in the handoff summary the agent sees.

5. 5

   Confirm

   Click “Delegate.” The handoff summary posts as a system comment, the thread status updates, and the assignee is notified.

Assignment statuses

Every assigned thread carries one of four statuses. Teammates and the agent update the status as work progresses; the status is always visible in the thread header and 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 visible only to the team — they are never included in replies to the email recipient.

Use @mentions to notify a specific teammate. Mentioned teammates get an in-app notification and, if enabled, an email digest. The agent reads internal comments as context when it processes the thread.

Agent delegation and Copilot/Autopilot

When you delegate to the agent in Copilot mode, the agent drafts a reply and posts it as a “Needs review” item. No email is sent until you approve or edit the draft in the approval panel.

Autopilot mode allows the agent to send within its configured action allowlist without per-send approval. Autopilot delegation is gated and requires explicit opt-in per mailbox. Every action the agent takes is logged with a full rationale.