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Inbox AI co-pilot settings

When the AI co-pilot is enabled, Devotel Orbit drafts a suggested reply whenever a new inbound customer message lands in an open conversation. The draft appears as a card above the composer with Accept, Edit, and Discard buttons — your operator stays in control of every reply: nothing ships to the customer until a person approves or edits the draft and sends it. Every draft also carries a confidence score from 0 to 1, and each workspace sets the confidence bar a draft must clear to qualify for one-click approve-and-send. Drafts below the bar are still shown — they simply require an explicit review rather than a one-click acceptance.

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Which settings exist

The per-workspace co-pilot config has two fields: Both fields are workspace-wide owner/admin settings. Operators read the effective values; only owners and admins can change them, and every change is written to the audit log and takes effect immediately.

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Read the current settings

Read the effective config with GET /inbox/copilot/config:
The response is the normalized, effective config — the exact values the drafting path uses:

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Change the settings

Change the config with PATCH /inbox/copilot/config. Send a partial update with only the fields you want to change:
Both fields are optional on each request, and the threshold must sit between 0 and 1 inclusive — anything else returns 422 VALIDATION_ERROR. Non-owner/admin callers get 403 INSUFFICIENT_PERMISSIONS. The response is the effective config after the update, so follow with a GET or read the response body to confirm the new values. Changes are applied to live drafts immediately.

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How the threshold applies to each draft

Each draft response includes two routing fields, derived from your config:
  • require_human_review — always true. A person reviews every draft before anything is sent; confidence is displayed as guidance, never as permission to skip review.
  • auto_approve_eligible — true only when all three hold: the co-pilot is enabled, the draft’s confidence meets your threshold, and the suggested action is send. This is the signal composer automations can use to offer one-click approve-and-send.
Only send-shaped suggestions can ever qualify. When the model suggests escalate or end — closing or handing off the conversation — the draft is never eligible, at any confidence level, because those actions change the conversation’s trajectory rather than just replying to it. Confidence values above 1 or below 0 are clamped to the 0–1 range before comparison, and a workspace whose threshold is 0 effectively qualifies every send-shaped draft. A threshold of 1 requires a perfect score.

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Common failures

  • 403 INSUFFICIENT_PERMISSIONS on PATCH — the API key or session belongs to a non-admin operator. Use an owner or admin identity.
  • 422 VALIDATION_ERROR on PATCH — the threshold is outside 0–1, or the body includes a field that does not exist. Send only enabled and auto_approve_confidence_threshold.
  • The AI suggest card is empty for every conversation — check enabled on the config; the kill switch returns a gentle empty state rather than an error.