AI answers and drafts
Choose what your AI can do in each case. Your team can review a draft before sending it.
| Mode | What the AI can do |
|---|---|
| AI answers | Reply under your team's answer and handoff rules. |
| AI drafts only | Read the case, write private drafts and notes, and hand off. |
| AI off | Read nothing in that case and send nothing. |
AI drafts In testing
Set the default
The workspace default starts as AI answers. Choose AI drafts only while reviewing your agent's work. Sharing a transaction switches AI answers to AI drafts only while the manager keeps that setting on. A person's reply, claim, assignment or typing also switches AI answers to AI drafts only. Both automatic switches keep AI off unchanged. Opening or reading a case changes nothing. Automatic switches can make the mode stricter. An AI agent never changes it.
Hand off to a person
A user can choose Talk to a person on their own case. That handoff adds no charge. The AI stops user replies until a person answers. After that reply, AI answers switches to AI drafts only. AI off stays off. Handoffs cover billing, account access, privacy, safety, transactions, bugs and uncertain answers. Your team sees the reason in the inbox.
Check the evidence
Your workspace can hold an AI reply that gives a number without its supporting evidence. The reply becomes a draft for your team. Your team checks it before sending. The AI can cite transaction checks when their facts support an answer. Chat cannot sign, approve or send transactions. Never ask for a private key or recovery phrase.
Choose who runs the AI
Run your own AI agent with no extra AI fee from Templ. You supply its model, knowledge and hosting. A managed agent uses your docs and rules. Your team controls its AI mode and access.
Managed AI In testing
Templ's own support AI uses OpenAI when enabled. Templ-managed customer agents use Anthropic when that service is ordered and enabled.
A case your AI agent resolves costs the same as one your team resolves.
Pricing explains what counts toward your bill.
In testing means the feature is built and not yet open to every workspace.