What it is
The Aria: switch sets how Aria answers customers on live channels, for the whole workspace (not per location):
- Off: Aria doesn't reply. Your team answers in the Inbox. Messages still arrive.
- Ask first: Aria drafts each reply. A person approves it in the Inbox before it is sent.
- Autopilot: Aria replies right away by herself, within the rules you approve.
Consent, opt-outs and quiet hours apply in every mode. New workspaces start on Autopilot.
How to use it
- Open Inbox. The Aria: switch sits at the right end of the tab row. It is also on the Aria card on your Overview.
- Choose Off, Ask first or Autopilot. The change is saved straight away.
- Switching up to Autopilot asks first: "Let Aria reply by herself?". Select Turn on Autopilot, or Keep current mode to cancel.
- You can also change it in Settings → Go-live checklist, under "Aria's replies on live channels", then select Save AI settings.
- Read any note beside the switch. "Still stricter than the switch: …" names an agent or rule that is set stricter.
- To stop Aria in one conversation only, open it and select Take over or Pause instead.
What the data means
Staff see the switch read-only, for example "Aria: Autopilot".
Saving Ask first or Autopilot also brings Aria's own setting in Aria Lab in line. When that can't happen, the note says so, for example "Aria's own setting is still Off (staff replies), so she isn't replying yet. Save this choice again to bring her in line, or finish her profile in Aria Lab."
The strictest setting wins: the switch, the agent's Operating mode and the location's live rules. In Ask first, a reply can be approved for 24 hours from the customer message it answers.
Possible issues and fixes
The switch says the change could not be saved
Symptom: The note reads "The change could not be saved. Try again."
Why: Usually someone changed it in another session at the same time.
Fix: Reload the page and choose again.
How to check: The switch shows your choice after a reload.
The switch is on Autopilot but Aria isn't replying
Symptom: The switch says Autopilot, but customers get no answer.
Why: Something else is stricter or missing: Aria isn't published, her own setting is Off (staff replies), the location has no approved live rules, or AI is off.
Fix: Read the note beside the switch and the Aria tile in the Inbox. Select the tile to open the fix.
How to check: The Aria tile shows Ready.
I can't change the switch
Symptom: You see "Aria: Autopilot" as text, with no list to choose from.
Why: Only Owners can change it.
Fix: Ask an Owner to change it.
How to check: The Owner's change shows on your screen after a reload.
