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Start with one property and channel. Review the agent’s replies and test the handoff to a teammate before enabling automatic replies.

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Before you start

Complete the channel test in Quickstart. Choose the teammate or department responsible for escalations and prepare four examples: a property fact, a policy question, a repeat procedure, and a request that needs a human decision. Keep Autopilot off while checking the first replies.

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Prepare the source information

Set the agent’s identity and instructions in Trellis
Open the agent in AI Hub and review its identity, instructions, and access. Keep property facts on the property, scenario handling in policies, reference material in documents, and operational procedures in skills. See AI Hub for the differences and policy filters.

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Test in review mode

Review suggested replies in Trellis
Use your prepared examples with the intended property and channel. Read each suggested reply before sending and confirm its facts, tone, reservation, and recipient.
Inspect an AI Trace in Trellis
Open the available sources or trace to check what informed the answer. Test a policy that applies and one outside its scope. For a procedure, inspect the resulting draft or record as well as the agent’s explanation. If an answer is wrong, correct its source and repeat the case.

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Decide when a person takes over

Handle an Autopilot escalation in Trellis
Write the handoff conditions in the relevant policy or agent instructions: which situations need a person, what context to include, and what the agent may tell the guest while waiting. Test a missing-information case and a decision reserved for your team.
Route escalations to the team in Trellis
Configure the escalation notification destination and any workflow that routes it to Slack, WhatsApp, SMS, or email. Confirm the responsible teammate actually receives the test and can open the conversation. They should read any acknowledgement already sent before replying.

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Move beyond review mode

Choose the intended Autopilot properties and channels, then review what should happen outside that scope. Create drafts for unselected properties controls whether those conversations receive a draft or no action; Never responds for excludes both drafts and automatic replies. See Autopilot property scope. Enable automatic replies for the checked scope and review early activity. Keep tools or decisions that require a person behind their configured approval controls. Expand to another property or channel after repeating the same checks there.

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Common problems

Inspect its sources and correct the relevant property fact, policy, document, or skill. Repeat the same example before widening automatic use.
Review the agent’s property, Inbox, and tool access, and confirm the selected reservation points to the intended property.
Review the specific tool permission and the workflow, if one is involved. Set the required approval and test that the action actually waits.