Chloe's mode is the single most important setting in Gruvi. It decides whether she talks to your customers, waits to be asked, or says nothing at all.
What a mode is
A mode is how much authority Chloe has. There are three, and only one can be active at a time.
They form a ladder. Learning does the least, Autopilot does the most. You can move up and down it whenever you like.
Learning
In Learning mode Chloe watches your conversations and builds knowledge. She never replies to customers.
This is the safest setting and a sensible starting point. Chloe reads what your team writes and learns how you answer, but no customer ever hears from her.
Use it for your first week or two, while your knowledge sources are still thin. While Learning is on, her settings tell you she is learning quietly in the background.
On demand
In On demand mode Chloe helps when you ask her to. Slash commands, drafts and the operator chat all stay available.
This is the recommended setting, and where most teams stay. Chloe does nothing until you ask her to. You can have her draft a reply, rewrite what you have written, or summarise a thread, and you decide whether to send it.
Nothing reaches a customer without a person choosing to send it.
Autopilot
In Autopilot mode Chloe replies to customers on her own, and escalates to your team when she is unsure.
Chloe answers customers herself, without waiting for you. When she is out of her depth, or when one of your escalation rules matches, she stops and passes the thread to a person.
One line on that screen is worth reading twice before you choose it. On Autopilot, Chloe sends replies straight to customers without human review whenever she is confident in her answer.
This is the mode that saves the most time and carries the most risk. Only turn it on once you have read enough of her drafts to trust them.
Which one to choose
- Just set up Gruvi?
- Learning. Let her read for a week.
- Ready for help but not ready to hand over?
- On demand. This is the recommended setting for a reason.
- Read a few dozen of her drafts and been happy with them?
- Autopilot, with your handoff rules checked first.
How to change the mode
- 1In the left-hand sidebar, under Agents, click Chloe.
- 2Click Settings.
- 3The three modes are at the top, each with a radio button.
- 4Click the one you want. The selected mode is outlined in blue.
- 5The change takes effect immediately. There is nothing to save.
How the mode changes your inbox
Above your thread list are two queue tabs, Inbox and Autopilot. The Autopilot queue holds the conversations Chloe is handling by herself.
So in Learning and On demand modes that queue stays empty, which is correct and not a fault. It fills up only once Chloe is in Autopilot.
Her mode is workspace-wide, but each channel also has its own Chloe replies here switch. That lets you leave her answering live chat while keeping email human-only.
In Autopilot you will also see the bar Chloe auto-replies here above the composer on the threads she is running, with a Pause button for taking one of them back. ---