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Overview
Guardrails is where you control drafting for the whole workspace: whether it runs, where drafts land, which conversations get flagged for a person, and who those conversations are handed to. Nothing on it can send a reply. Every draft still waits for someone on your team.
The tabs
| Tab | What it holds |
|---|---|
| Send mode | Draft assist or Paused, and where drafts go |
| Rules | The rules Overdesk checks against each new draft |
| Escalation | The people and teams a rule can hand a conversation to |
| Decisions | The log of what the rules decided for each draft |
Anyone in the workspace can read these tabs. Changing rules and escalation targets takes an admin, and changing the send mode takes an admin signed in through the dashboard.
Send mode
Draft assist is the default: Overdesk writes every reply for a person to review and send. Under it you choose whether drafts arrive as internal notes or as draft replies. See Where drafts go.
Paused stops all AI drafting for the workspace until you turn it back on. Reply drafts and follow-up nudges stop, and Run auto-draft is refused.
To pause, choose Paused and confirm with Pause workspace. To resume, choose Draft assist.
Pausing leaves the rest of your schedules running. Syncs and reports carry on, and so do Auto-triage, Score drafts against replies and Close stale conversations if you have turned it on. To stop one of those, pause its row on Schedules.
How the rules work
Overdesk checks each new reply draft against your rules right after writing it. The draft is placed in your help desk as usual whatever the rules decide. When a rule matches:
- The decision is recorded on Decisions, and the draft carries a badge on Agent drafts.
- A rule under Escalate to a human raises an alert for your team.
- A rule with someone chosen under Hand over to assigns the conversation to that person or team in your help desk, with a note saying why, and raises an alert naming them.
Handing a conversation over is the one change guardrails make in your help desk, and it changes only who owns the conversation. See Rules and Escalation.
Each decision in the log carries a small grey label marking it as a record of what the rules decided; the draft itself waits for a person like every other. See Decisions.