Automation Activation Requirements

Plan Requirements

AI automation features are available depending on your plan:

• Solo ($19/mo) — No AI automation. Manual support only.
• Starter ($59/mo) — AI reply suggestions (draft mode). Your team reviews every AI-generated reply before it's sent.
• Growth ($129/mo) — AI draft assistance plus supervised automation. AI can prepare replies, and you control the rollout percentage.
• Scale ($249/mo) — Full autonomous resolution. AI can resolve routine conversations independently with guardrails in place.

You can check your current plan and upgrade from Dashboard → Settings → Billing.

What Is the Readiness Score?

Before automation is activated, VersanaCX™ calculates a readiness score (0–100) that measures how prepared your workspace is for AI-assisted automation.

The score is based on five factors:

1. AI Draft Accuracy — How often AI-generated drafts pass safety guardrails without being blocked. Weighted at 35%.
2. Guardrail Pass Rate — The percentage of AI responses that clear content safety checks. Weighted at 25%.
3. Average Confidence — The AI's average confidence across recent conversations. Higher confidence indicates more consistent behavior. Weighted at 20%.
4. Sample Size — The number of AI drafts evaluated. At least 25 drafts are needed before automation can be recommended. Weighted at 10%.
5. Policy Coverage — How well your configured intents match the intents the AI observes in real conversations. Weighted at 10%.

The readiness score updates automatically as your workspace accumulates AI draft data.

You can view your current score from Dashboard → AI Drafts.

Readiness Levels

Based on your score, the system assigns a readiness level:

• Not Ready (0–39) — More AI draft data is needed, or accuracy is too low.
• Shadow Only (40–69) — AI is generating drafts for review, but automation is not yet recommended.
• Limited Automation (70–84) — Automation can be enabled at a conservative rollout (up to 20%).
• Automation Recommended (85–100) — The system has high confidence in AI quality. Rollout up to 50% is recommended.

How to Activate Automation

1. Go to Dashboard → Settings → Automation.
2. Review your readiness score and current readiness level.
3. Set a confidence threshold — this is the minimum confidence the AI must have before it can act. The default is 85%. Higher thresholds mean fewer automated responses but greater accuracy.
4. Set a rollout percentage — this controls what portion of eligible conversations are handled by automation. Start low (10–20%) and increase gradually.
5. Enable automation.

Changes take effect immediately.

You can pause or disable automation at any time from the same settings page.

Guardrails and Safety

Automation includes built-in safety controls:

• Confidence threshold — Conversations where AI confidence is below your threshold are always routed to a human agent.
• Content guardrails — AI responses are checked for safety, relevance, and policy compliance before being sent.
• Rollout cap — Only a percentage of eligible conversations are automated, giving you control over the pace.
• Emergency pause — You can instantly pause all automation from the settings page if something unexpected happens.

These guardrails operate continuously.

If the AI's performance changes, the system will flag it in your readiness score and signals dashboard.

Monitoring Automation Performance

Once automation is active, monitor its performance from:

• Dashboard → AI Drafts — Review AI accuracy, guardrail pass rates, and readiness score trends.
• Dashboard → AI Observability (Growth plan and above) — Deeper metrics on AI behavior, model performance, and confidence distribution.
• Dashboard → AI Decisions (Scale plan only) — Full transparency into individual AI decisions, including confidence scores and decision reasoning.

Troubleshooting

• "My readiness score isn't increasing." — The score needs at least 25 AI drafts to stabilize. Make sure AI draft mode is enabled and conversations are flowing through the system.
• "Automation was skipped for a conversation." — This happens when AI confidence is below your threshold, the conversation involves a revenue-sensitive intent, or a guardrail was triggered. Check the conversation detail for the specific reason.
• "I want to reduce automation quickly." — Go to Settings → Automation and lower the rollout percentage or pause automation entirely. Changes take effect immediately.
• "The readiness score dropped." — This can happen if recent AI drafts had lower accuracy or guardrail blocks increased. Review the signals section in your AI Drafts dashboard for specific causes.