AI Copilot modes, guardrails, and rollout

Choose Off, Draft or Auto for each AI Copilot flow, set safe limits, preview and test before going live, and pause or roll back.

AI Copilot lets AI help with customer work: replying to leads, qualifying and routing them, following up when they go quiet, scoring, summarizing, learning from calls and replying to reviews. For each job you decide whether the AI does nothing, suggests something for a person to approve, or acts on its own within limits you set. This guide is for workspace owners and admins who set that up.

AI Copilot is different from Orbit. Orbit is your personal assistant inside Spacebrain. AI Copilot works with your customers and your CRM.

Before you begin

Plan: AI Copilot is available on Starter and above. On a lower plan you see AI Copilot is available on Starter and above, and the controls are locked. Your settings are saved and resume when you upgrade, so review them before upgrading.
Role and access: only people who manage workspace settings should change these controls. In an agency sub-account, the agency may control whether AI Copilot is available.
Channels: connect the channels you want Copilot to work on, such as email, SMS or WhatsApp, in Integrations or Inbox channels.
Credits: AI Copilot uses credits. Activity & usage shows where they go.
Test data: have a few internal test leads and conversations ready.

Where to find it

AI Copilot has its own section in the sidebar. Select AI Copilot to see:

Page	What it's for
Overview	See which Capabilities are on (for example 3 of 7 enabled), jump to settings that need attention, and check Credit usage.
Operations	Control Auto rollouts, review quality and failures, see Recent autopilot actions, and Pause Auto for the whole workspace.
Behavior & instructions	Set each flow to Off, Draft or Auto and configure its limits.
Knowledge	Add the documents Copilot uses to answer. See Knowledge hub.
Reply flows	Build the steps Copilot follows when it replies to a conversation.
Channels	Choose which reply flow handles new conversations on each connected sender.
Test AI	Try Copilot with simulated customer messages. Nothing is sent.
Activity & usage	Review recent AI work and credits. View all usage opens Settings → Usage.

Old links to Settings → AI Copilot now open this section.

Understand the modes

Most flows have three modes:

Off: does nothing.
Draft: suggests, a human approves.
Auto: acts within guardrails. If any limit isn't met, it hands the item to a person instead.

A few capabilities are simply Off or On.

Flow	What it does	Modes
Instant replies	Replies to new lead messages.	Off, Draft, Auto
Auto-qualify & route	Qualifies each lead and enrolls it in the right email automation, based on confidence.	Off, Draft, Auto
Follow up cold leads	Re-engages leads who have gone quiet after your last message.	Off, Draft, Auto
Review replies	Replies to new Google reviews. In Auto, it only publishes replies to 4 and 5 star reviews. Lower ratings always wait for a person.	Off, Draft, Auto
Lead scoring	Adds an AI intent score and qualification when a lead is enriched.	Off, On
Conversation summaries	Lets you summarize a conversation across channels on demand.	Off, On
Call intelligence	After each voice call, updates the lead from the transcript, saves a summary note and suggests follow-up tasks.	Off, On

Most flows are on Behavior & instructions. Instant replies now lives on Channels under Legacy reply defaults. These defaults only apply to connections that have never had a reply route set up. For everything else, use Channels and Reply flows.

Know when a change saves

There's no single Save button for the whole page.

Modes save straight away. Limits don't.

Selecting Off, Draft, Auto or On on a flow's row saves that mode immediately, using the flow's last saved limits. Changes inside an open flow panel are only saved when you select that panel's Save changes.

Wait for Saved after each change. If you see Failed to save, refresh the page and check what was actually saved before trying again.
An open panel with changes you haven't saved shows Unsaved. Select Save changes to keep them or Discard changes to drop them.

Set the limits for a flow

Open a flow on Behavior & instructions to see its Guardrails:

Min. confidence: how sure the AI must be before it acts on its own.
Max auto-actions / day: a daily cap. Leave it blank for Unlimited, but don't do that while you're testing.
Business hours only: only act during business hours.

A flow that has never been saved starts at 80% minimum confidence and 25 actions a day. If your workspace already has saved values, those are what count.

Instant replies options

On Channels → Legacy reply defaults:

Send replies autonomously (WhatsApp): in Auto, sends replies it can answer safely. Questions about pricing and commitments always go to a person.
On email, SMS, Messenger and Instagram, Copilot drafts a reply for you to review and send.
Booking link (sent on demo intent): the link Copilot shares when someone wants a demo. Open it in a private window first to check it goes to the right calendar.

Auto-qualify & route options

Enrollment: select Add tier, set a confidence level and Choose an automation… for leads at that level. Only published email automations appear. If you have none, publish one in Email → Automations first.
If a tier says This tier still points at a retired sequence, pick an automation to replace it.
Escalate hot leads to a human: choose which intents count (For intents), and whether to Notify. Confident, high-intent leads are assigned to a teammate in turn (round-robin).

Check each automation's audience and steps before you turn this on, so leads aren't enrolled twice.

Follow up cold leads options

Days silent before follow-up
Max nudges per lead
Smart send-time

In Auto, nudges are sent automatically on WhatsApp. On other channels, Copilot creates a follow-up task for a person instead. Make sure a sequence or teammate isn't already following up with the same people.

Call intelligence options

Under Confidence thresholds you decide when a call can change a lead:

Auto-apply to an empty field ≥: fills blank fields above this confidence. Below it, the change waits for a person.
Overwrite an existing value ≥: replaces data someone already entered. Keep this high.
Review floor ≥: anything less confident is dropped.

You can also list fields under Always review, turn on Don't qualify without budget and service so a lead isn't marked qualified without both, and use Simulation mode to send everything to the review queue without changing the CRM.

Preview and test before Auto

Preview: open a flow and select Preview what would auto-send. It looks at recent conversations and shows which ones Copilot Would auto-handle and which it Would escalate, with reasons. Nothing is sent. Save your limits and refresh first, because the preview uses saved settings.
Test: open Test AI. In the Conversation simulator, choose a Channel, enter a Simulated customer message (for example, "Can I change my plan next month?") and select Run preview. You can add phrases the reply Must include or Must avoid.
Teach: if a reply is wrong, mark it Needs improvement, write the Expected response and select Add to teaching queue. Feedback is reviewed in the Teaching queue before it changes Copilot.

Test AI uses credits, and needs the Starter plan or above.

Turn on Auto safely

Leave the flow Off while you set its limits, then select Save changes.
Switch to Draft and review real suggestions for a while.
Tighten the limits: high confidence, a low daily cap and business hours only.
Run the preview and a few Test AI scenarios, including one that should be handed to a person.
Select Auto. In Turn on Auto for [flow]?, read the 30-day rollout forecast (Suggestions, Auto / month and Approved).
Tick I reviewed this flow's guardrails and tested both a normal reply and an escalation. and select Turn on Auto.
Watch Operations and the real conversations for the first day.

Turn on one flow at a time, so if something goes wrong you know which one caused it.

Pause or roll back

Whole workspace: on Operations, select Pause Auto. Select Resume Auto when you're ready.
One flow: set it to Draft or Off. This saves straight away.
One conversation: in the Inbox, select Take over to stop AI replies in that conversation. Resume AI hands it back.

Changing a mode doesn't undo what's already happened. Check sent messages, automation enrollments, CRM changes, notes and tasks, and fix anything that's wrong.

If something goes wrong

What you see	What to do
Failed to save	Refresh and check the saved mode and limits before retrying.
The preview has nothing to show	There are no recent conversations to sample. That doesn't mean the flow is safe. Use Test AI.
No automations in the Choose an automation… list	Publish an email automation first.
Auto isn't replying on email	Auto sending is WhatsApp only. On email, Copilot drafts replies for review.
Not enough credits to run this test.	Add credits in Settings → Billing.
Leads are followed up twice	Check sequences, automations and Copilot follow-up aren't all targeting the same leads.