Autonomy Levels
Configure how independently Keva operates
The autonomy level is the five-step control in the Copilot settings. It sets the default reply confidence threshold, the maximum ticket complexity eligible for auto-send, and the action approval mode. Reply delivery is controlled separately.
The Five Copilot Levels
These are the labels shown by the Copilot screen:
| Level | Copilot label | Reply confidence threshold | Maximum complexity eligible for auto-send | Action approval |
|---|---|---|---|---|
| 1 | Suggest Only | Auto-send disabled | Easy | All need approval |
| 2 | Low Auto | 95% | Easy | All need approval |
| 3 | Medium Auto | 90% | Easy | Low-risk actions may auto-approve |
| 4 | High Auto | 85% | Easy/Medium | Low-risk actions may auto-approve |
| 5 | Full Auto | 75% | All (Easy/Medium/Hard) | Low-risk actions may auto-approve |
The threshold and complexity values are eligibility gates, not guarantees. A reply must also pass the executor's safety and grounding checks.
Level 1 — Suggest Only
Auto-send is disabled. Keva drafts replies and all replies and actions need approval.
Level 2 — Low Auto
Easy replies at 95% confidence or higher can be eligible for auto-send. Every action still needs approval.
Level 3 — Medium Auto
Easy replies at 90% confidence or higher can be eligible for auto-send. Low-risk actions may auto-approve; other actions remain in the approval path.
Level 4 — High Auto
Easy and medium replies at 85% confidence or higher can be eligible for auto-send. Hard tickets stay in the approval path. Low-risk actions may auto-approve.
Level 5 — Full Auto
All complexities (easy, medium, and hard) at 75% confidence or higher can be eligible for auto-send. Low-risk actions may auto-approve, but the executor's other gates still apply.
What the Executor Checks
The confidence threshold and complexity cap are only part of the decision. The executor can keep a reply in review when it has a frustrated or angry sentiment, an always-escalated category, a draft validation problem, a required staff follow-up, an ungrounded answer, or another safety hold. A hard ticket therefore does not auto-send at Level 4, even when its confidence is high.
Action approval is a separate path from reply delivery. The level mapping allows low-risk actions to auto-approve only at Levels 3–5; it does not remove Trust Controls, customer-confirmation settings, action limits, or other approval gates.
Setting Your Autonomy Level
Delivery and Approval Caveats
Reply delivery is an independent release switch. When reply delivery is suspended, Keva still drafts replies but does not send them, even after approval. Choosing a higher autonomy level never by itself guarantees a customer-visible send.
When delivery is open, an eligible auto-send still needs to pass the confidence, complexity, sentiment, category, draft, grounding, and staff-follow-up checks described above.
The Ask customer before executing actions setting makes customer confirmation available to the agent. It does not guarantee that every action waits for customer confirmation.
Choosing a Level
Start with Level 1 or 2 while reviewing every result. Level 3 adds limited low-risk action automation while keeping the easy-complexity cap. Levels 4 and 5 widen reply eligibility, but the approval and delivery gates remain active. Increase the level only after reviewing the quality of the drafts and approvals at the current level.
Monitoring by Level
| Level | Review Approach |
|---|---|
| Level 1-2 | Review every draft and approval |
| Level 3 | Review eligible auto-send decisions and all approvals |
| Level 4-5 | Monitor eligible auto-send decisions, escalations, and action approvals |
Adjusting Over Time
Signs to Increase Level
- High approval rate
- Few edits to AI responses
- The team is ready to review the wider eligibility range
Signs to Decrease Level
- Customer complaints about responses
- Frequent incorrect actions
- Important nuances being missed
FAQ
Can I change levels mid-ticket?
Yes. New handling decisions use the saved level; an approval already in progress can retain its current state.
Does level affect all ticket types?
The level sets default reply and action behavior, but Trust Controls and the executor's safety gates can still require review for a specific ticket or action.
What happens to pending approvals when I increase level?
They remain in the queue and do not become automatically approved just because the level increased.
Can different team members have different levels?
The autonomy level is organization-wide. Use the existing roles and approval controls to manage who can review or approve work.