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. See the Roles and Access.
A Collaborative Mode agent is created through the same wizard as any other. The difference appears at step 3: choosing Collaborative Mode as the autonomy level replaces the capability sections with a different set.
Collaborative Mode is being deprecated. The product states it in the autonomy setting itself: “Collaborative Mode is being deprecated. Existing configurations will continue to run, but new setups should use Governed Autonomy.” No end-of-support date has been announced. Use these articles to maintain an existing instance, not to set up a new one.
Two capability sets compared
Choosing the autonomy model changes which settings exist, not only how many.
Table 1. Capability sections by autonomy model
| Governed Autonomy Collaborative Mode Autonomy Level Autonomy Level Contact Management Contact Management Email Categories Vendor Categories Vendor Categories Intents & Outcomes Processing & Automation Agent Replies Processing Rules Processing & Automation Assignee Hold Assignee Hold Email Archiving Task Suppression Task SLA Email Archiving |
|---|
Collaborative Mode has no Email Categories group, no Processing Rules, and no Task SLA. It adds Intents & Outcomes, Agent Replies and Task Suppression. Processing & Automation and Email Archiving appear under both models.
This is why a procedure written for one model does not transfer to the other. Establish which model an instance uses before working through any configuration step with a manager.
How Collaborative Mode works
In Collaborative Mode the Agent Co-worker performs complex processing and generates a complete response or action plan, but requires final human review and approval before every execution. You define outcomes by selecting from fixed options rather than writing rules: which sender-and-intent combinations create tasks, which template applies to which reply scenario, and which automation settings are on.
Figure 1. Collaborative Mode capability sections.
The practical consequence is that behavior outside the fixed options is not configurable.
Capability sequence
Choosing Collaborative Mode swaps in these sections in place of the Governed Autonomy groups; some, like Contact Management, are identical across both models.
Table 2. Collaborative Mode capability sections
Section |
What it controls |
|---|---|
Autonomy Level |
How much the agent does on its own, and for which emails. |
Contact Management |
Detecting and defining where the emails come from. Identical to Governed Autonomy. |
Enabling vendor categories for category-specific agent replies. Drives which template tabs exist. |
|
Action rules per email category and intent: labels, notes, tasks, and task priority. |
|
Templates for automated agent replies, per vendor category, intent, and reply scenario. |
|
Sender-type tasks, autonomous submission, draft orchestration, labels, enrollment, and date format. |
|
Assigning tasks linked to new emails based on previous tasks on the same thread. Identical to Governed Autonomy. |
|
Archiving and hiding emails and threads in the Helpdesk Mailbox Inbox view. |
|
Whether a task is raised at all for a threaded message. |
Work order: two dependencies matter
Vendor Categories before Agent Replies. Reply templates exist per vendor category, so category changes update your template set, and the change must be applied in Agent Replies before you continue. For more information, see Vendor Categories in Collaborative Mode.
Intents & Outcomes before Agent Replies. Templates are configured per intent, so decide which intents are active first.
Contact Management should still be configured early, for the same reason as under Governed Autonomy: sender classification sets the authorization scope everything else operates inside.
What Collaborative Mode does not include
Email Categories, Processing Rules, and Task SLA are not present. These three appear only under Governed Autonomy. Email Archiving does appear under both models.