Shadow mode: watch the agent work before it talks to anyone
In shadow mode the agent drafts on your real tickets and sends nothing. Your team keeps answering and sees what the agent would have said.
The safest way to start with an AI agent is to let it work without letting it speak. That is shadow mode.
What happens in shadow
- Your team keeps every ticket and answers as usual.
- The agent works the same tickets beside them and writes what it would send.
- The draft goes through the help desk’s checks, and the result is recorded, but nothing is sent.
- Approvals it would ask for, and handoffs it would make, are recorded too, not acted on.
Grading the drafts
Each draft can be graded against what your team actually sent: sent as drafted, edited, or rejected. A draft someone sent word for word is graded automatically.
When to go live
Go live once your team rarely needs to change the drafts, and you can do it one brand at a time.