Governance & control
Who can access what. What AI may do. Where a person signs off.
Off.
TAP THE SWITCH
Three promises
Approved. Reviewed. Recorded.
01
Approved.
02
Reviewed.
03
Recorded.
Nothing switches on by itself.
The customer-message setting
Customer messages wait for a person — unless an admin decides otherwise.
The default
Waits for a person
The capability prepares the message as a draft on the record. A team member reads it, edits it if needed, and sends or discards it. Nothing reaches the customer before that.
AI-drafted customer messages
set at hire
Review before sending
An admin decision
Admin decides otherwise
A workspace admin can allow a hired capability to send on its own. Its messages land on the record like any other, so your team can read every one.
AI-drafted customer messages
set at hire by Maria Rodriguez
Sends on its own
Who can change it
A workspace admin, when approving the hire
Team members can request a capability, not switch this
A later change is an admin action
What gets recorded
Every message, sent or drafted, on the record
Who sent or approved it, and when
Admin changes in the audit log
Per capability
Set for each hired capability on its own
One can send while another drafts
After approval
01
Acts only where allowed
A capability works on the records, channels and actions it was approved for — nothing outside that scope.
02
A person reviews
Drafts wait on the record until a team member sends them, unless the admin allowed sending.
03
The record is updated
Messages, tasks and stage changes land on the record; admin actions land in the audit log.
The control model
Six questions. People and AI answer them the same way.
01
Who
A team member, with a role
A branch or team scope
A hired AI capability
A journey step
02
Can reach
Records in their scope
Documents on those records
Approved knowledge
Named tools
03
Can do
Read, request, classify
Draft for review
Act within scope
04
Under
Consent and opt-outs
Contact windows
Disclosure texts
Separation of duties
05
With
Hire approval
Review before customer messages go out
Publish approval
06
Recorded in
Record activity
Audit log
Runs
Answers on the record
The questions compliance asks, answered from the log.
01
Who switched it on?
02
What can it do?
03
Who approved that message?
04
What changed?
A workspace admin.
FAQ
Questions compliance and IT ask.
Can AI see every record in the workspace?
No. It works within the records and channels an admin approved at hire.
Who can add an AI capability?
Anyone on the team can request one; only a workspace admin can approve the hire. Billing starts after approval.
Can AI message a customer without anyone seeing it?
Only if your admin allows that at hire. Draft-for-approval is available for every capability, and every message — sent or drafted — is logged on the record.
What is logged?
Admin and compliance actions — access changes, hires, policy updates, connector changes — in an attributable audit log, and every message AI sends on the record it concerns.