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Every Zendesk, Front and Gorgias inbox has a Rollout setting that decides which conversations Aide acts on in your helpdesk. Move through its four stages to go live gradually. It is in Integrations > your helpdesk > Inboxes. For connecting a helpdesk and the other inbox settings, see Connect Zendesk, Front or Gorgias.

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Set the rollout

  1. Open Integrations, pick the helpdesk and open Inboxes.
  2. Select Settings on an inbox. To set every inbox that doesn’t have its own value, select Edit defaults under Connection defaults.
  3. Under Rollout, choose a value for Reply to, then save.
Each inbox row also has two switches: Reads, for whether Aide reads the inbox, and AI answers, which puts a deployed agent on it. The row says which agent answers it.

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The four stages

Watch only. The option reads “Watch only: Aide drafts in Aide, writes nothing to” followed by your helpdesk’s name. Aide decides what it would do and drafts its reply inside Aide. It writes nothing to your helpdesk: no note, draft, reply, tag, field or status change. Each write it held back is listed in Activity. Test senders only. List the senders under Test senders: email addresses, @domain for everyone at a domain, or phone numbers like +15551234567. Conversations from those senders are handled for real. Use your own address to see Aide’s work on a real ticket before any customer does. A share of conversations. Set Share of conversations (%) from 1 to 100. Aide picks by conversation, not by message, so a conversation is in or out of the share for its whole life. Everyone. Aide acts on every conversation in the inbox. A draft counts as an AI reply at every stage, including a draft kept inside Aide in Watch only. See What counts as a billable AI reply.

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Sent or drafted

Past Watch only, Aide writes to your helpdesk, but that doesn’t mean it sends. Under Replies in the inbox settings, Send replies decides: on, Aide sends for topics set to AI Agent and drafts the rest; off, Aide only drafts and your team sends. Even with Send replies on, Aide drafts instead of sending when: Aide answers and hands back, under Who handles conversations, needs a rollout past Watch only.

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See what each inbox does

AI Agent > Per channel lists every inbox your agent answers, with what happens to a reply there:
  • A badge for the rollout: Shadow for Watch only, Test senders only or Partial rollout. An inbox set to Everyone has no badge.
  • Drafts only or Doesn’t reply when Aide won’t send there, followed by the reason, for example “Sending replies is off in this inbox’s settings.” or “Aide doesn’t post public replies.”

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The Activity log

Select Activity on the helpdesk’s integration page. It has two tabs:
  • Writes to your helpdesk: every reply, note, tag and status change Aide made or held back, with its status (Queued, Applying, Applied, Failed or Skipped), how it was sent, the number of attempts and when. Open a write to read Aide’s text and open the conversation. A failed write can be retried.
  • Events from your helpdesk: each event the helpdesk sent Aide, with its status (Received, Processing, Processed, Ignored or Failed). Payloads aren’t kept.
A skipped write says why: “Watch only: not sent”, “Someone else took over the conversation”, “Overtaken by a newer reply”, “The reply window had closed”, “The channel can’t do this”, “The connection was removed” or “Not in your plan”. A failed write says what the helpdesk answered, for example “The helpdesk refused this write” or “The conversation was merged into another”. The Status section of the integration page counts the last 7 days: writes done in your helpdesk, Watch only, not sent, Failed and Waiting now. Each number opens Activity filtered to it.

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Who can do this

Owners and admins change inbox settings.