Who this is for. Super Admins configuring an agent on the legacy model. No other role has access to the setup wizard. Applies only to agents on Collaborative Mode. Collaborative Mode is being deprecated. Existing configurations continue to run, but new setups should use Governed Autonomy. See the Roles and Access.
Collaborative Mode is being deprecated. Existing configurations continue to run, but new setups should use Governed Autonomy.
The legacy AP Helpdesk model, kept for organizations already running it.
If no agent in your organization runs Collaborative Mode, this section is not relevant and its articles can be skipped. New Agent Co-workers start on Governed Autonomy.
Autonomy Level and Contact Management are shared with Governed Autonomy and documented under Governed Autonomy; the articles below cover what Collaborative Mode does differently, plus the shared sections whose position on the rail changes.
The two models are architecturally different
Table 1. Collaborative Mode compared with Governed Autonomy
Aspect |
Collaborative Mode |
Governed Autonomy |
|---|---|---|
Replies |
Authored templates, sent verbatim |
Composed from response guidance at send time |
Behavior |
Intents and outcomes, a fixed mapping |
Processing rules in plain language |
Human involvement |
Review and approval before every execution |
Autonomous within configured bounds |
How authority is set |
Fixed at configuration |
Set by the autonomy level and the processing rules you write |
Ceiling |
The number of options someone built |
How well your procedures are described |
They are not lighter and heavier versions of the same thing.
How the two rails differ
Selecting an autonomy level rebuilds the section rail beneath it. Six sections are common to both models; three on each side exist only in that model.
Figure 1. The section rail under Collaborative Mode.
Table 2. Sections by autonomy level
Section |
Governed Autonomy |
Collaborative Mode |
|---|---|---|
Autonomy Level |
Yes |
Yes |
Contact Management |
Yes |
Yes |
Email Categories |
Yes |
No |
Vendor Categories |
Yes |
Yes |
Intents & Outcomes |
No |
Yes |
Agent Replies |
No |
Yes |
Processing & Automation |
Yes. Covers vendor auto-enrollment and date formatting. |
Yes. Covers sender-type tasks, autonomous submission, draft orchestration, labels and enrollment. |
Processing Rules |
Yes |
No |
Assignee Hold |
Yes |
Yes |
Task Suppression |
No |
Yes |
Email Archiving |
Yes |
Yes |
Task SLA |
Yes |
No |
Where Governed Autonomy has one Processing Rules section written in plain language, Collaborative Mode splits the same ground across Intents & Outcomes and Agent Replies. Processing & Automation is present under both, but does not cover the same settings in each.
What is in this section
Intents and outcomes, agent reply templates, vendor categories, autonomous file transfer, task creation by sender type, and the Collaborative Mode equivalents of settings that exist under both models.
Related information
For the recommended model, see Capabilities: AP Helpdesk.