Going live one brand at a time
You don’t have to switch the agent on everywhere at once. Start with one brand, then widen.
The agent has a mode for each brand: shadow, live or paused. That lets you go live where you are ready and keep watching everywhere else.
- Shadow. The agent drafts on real tickets and sends nothing. Your team answers.
- Live. The agent replies, through the help desk’s checks.
- Paused. The agent takes no new tickets for that brand, and its unfinished work is cancelled.
Only an admin can change a brand’s mode, and every change is recorded with who made it, from what and to what. Changing one brand never changes another.
A sensible order: watch in shadow until your team rarely changes the drafts, go live for one brand, then widen.