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The engagement team is a group of AI agents that work toward a business goal you set. They study your customers, decide what to send and to whom, and prepare campaigns. By default they stop there: nothing is sent until you approve it. Open it from Agents in the sidebar.

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How it works

On your first visit, the Agents page shows the four steps: Team goal, Objectives, Campaign drafts, and Reviewed & approved execution.
  1. Team goal. You adopt one business goal for the workspace.
  2. Objectives. Each objective focuses on one customer outcome, such as winning back lapsed customers.
  3. Campaign drafts. On a schedule, each objective assesses your customers and produces a proposal.
  4. Reviewed & approved execution. You review each proposal. Approved campaigns are sent within your operating limits.

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Set up your team

If you have not set up a team yet, Agents opens a guided chat titled Build your customer-engagement team. Tell it your business goals, and it will agree on objectives, messages, and operating limits with you. You can ask questions about the limits at any point, and answer its clarifying questions in your own words. When the plan is ready you see Review Your Engagement Team Plan. It shows your goal, operating limits, objectives, and message drafts. Nothing changes until you approve the plan. After you approve, the page confirms Your Engagement Team Is Configured.

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Your goal

A goal has a title, an optional description of the strategy, and a time horizon of 7 to 365 days (the default is 60). You can also pick a target metric, with a baseline and target value:
  • 30-day or 90-day repeat purchase rate
  • Average order value
  • 30-day churn rate reduction
  • Revenue per recipient
  • Net margin retention
  • A custom metric of your own

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Follow your objectives

The Agents board groups objectives into lanes. Lanes with nothing in them are hidden. Select an objective to open its details. The tabs are Activity (every assessment cycle), Proposals, Evidence & Outcomes, and Goal Direction.
  • Assess now starts an assessment cycle immediately.
  • Pause Objective stops scheduled cycles and new candidates. Everything recorded so far is kept. You can add a reason, and resume at any time.
Every cycle ends in one of three ways: it acts (creates a proposal), waits (takes no action this cycle), or escalates to you.

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Review proposals

A proposal is a campaign the team wants to send, with its audience and message. Pending proposals appear on the objective’s Proposals tab and on Home. The bell in the header lists items that are waiting for you. For a campaign proposal you can:
  • Approve Proposal to send it within your limits.
  • Request Changes with a note on what to change.
  • Reject with an optional reason.
Experiment proposals cannot be approved. They exist so you can review them and give feedback. They are never launched automatically.
Proposals expire. If one has expired, or your goal, limits, or objective changed while you were reviewing, approval is declined and the draft is kept. Select Re-evaluate Proposal to get a fresh proposal under your current settings.

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Review mode and autonomous sending

Every objective has a Sending Mode:
  • Propose Only (Requires Review): the team drafts, you approve. This is the default, and it shows as Manual Review Only (Drafts) on the operating limits card.
  • Autonomous Send (Under Policy): eligible campaigns send without per-campaign approval.
We recommend running in review mode first, so you can judge the quality of proposals before you let the team send on its own.

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When an objective can send on its own

An objective sends automatically only when all of these are true:
  • Your operating policy is Active, owner-approved, and Approve Autonomous Sending is on.
  • The objective is set to Autonomous Send (Under Policy) and is not paused.
  • The objective was approved under the current policy version. If you save changes to the policy, objectives must be approved again.
  • The objective has a target metric and an observation window of at least 3 days.
  • The campaign is not an experiment.
  • The channel is covered for automatic delivery, and holdout measurement is available when your holdout is above 0%.
  • The campaign stays inside the policy: permitted channel, permitted audience segment, and maximum discount.
Even when all of the above is true, email campaigns built from an approved email design are always reviewed by a person before they send. See Brand and email design.
If a campaign does not meet these conditions, it is held as a proposal for your review instead of sending. Revenue per recipient is the only metric whose results are measured end to end today. For objectives that target another metric, results cannot be measured automatically.