Assistant modes

The Assistant (Ma-ko’s AI) turns on in steps: each mode grants a bit more autonomy, and you decide how far. It’s configured in Settings → Assistant, and everything starts off.

The modes

Off — The assistant doesn’t run. It generates and sends nothing.

Copilot — It drafts replies with real business data (catalog, knowledge, quotes) and suggests escalating when appropriate. It never sends anything on its own: the agent always decides.

Shadow — It practices silently: it records what it would have replied so you can compare its judgment with your team’s. It sends nothing.

Canary — It replies on its own in a small, controlled slice of conversations. The rest follow your team’s normal flow.

Restricted autonomy — It replies on its own within the perimeter you define (for example, after hours or unassigned conversations) and escalates to the team what it can’t solve.

Broad autonomy — It replies on its own during business hours too, as the first line of attention.

You’re always in charge

Handbrake

Whoever handles the conversation — or their team lead or an admin — can pull it out of that chat instantly with Pause assistant here, regardless of mode. Every assistant reply leaves a trace: you can see why it said what it said.

Note

Recommendation: start in Copilot, move to Shadow to measure its judgment, and climb a step when the numbers earn your trust.

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