Promote a topic to auto-send

Every topic starts with its conversations in review: the agent drafts, a human approves, edits, or rejects. When a topic's drafts keep going out unedited, reviewing them adds latency without adding judgment — promote the topic and the queue goes quiet for it. Demotion is one call, so a promotion is never a one-way door.

1. Read the evidence

{ "name": "conv_list_topic_automation", "arguments": {} }

Returns each topic with its mode and the last 30 days of review outcomes:

• approvedUnedited / edited / rejected — how humans dispatched the agent's drafts.
• reviewedCount — the sample those three sum to.
• weeklyVolume — inbound conversations per week in the topic, averaged over the 30-day window. A conversation counts once however many messages the customer sent in it, and it counts whether or not anyone has replied yet.
• autoSent — replies already sent without review (from conversations whose own mode is auto).
• autoRate7d (top level) — share of all replies auto-sent over the last 7 days.

2. Judge readiness

A topic is a promotion candidate when the humans have stopped changing anything:

• approvedUnedited / reviewedCount ≥ 0.9 over a meaningful sample (tens of replies, not a handful).
• rejected is rare and recent rejections have explanations that were fixed (check Review for shipped revisions).
• The topic is not policy-sensitive. Complaints, cancellations, and data/privacy requests stay with a human regardless of the numbers — set those topics to draft_only (or off if the agent should not reply at all) and leave them there.

A thin sample or a volatile edit rate is a reason to wait, not to promote optimistically.

3. Promote — or step back

{ "name": "conv_set_topic_automation", "arguments": { "topicId": "ctp_…", "mode": "auto" } }

The topic mode overrides the per-conversation mode for every conversation tagged with the topic, and the promotion timestamp is recorded. Every auto-sent reply still lands in the conversation history and the audit log — promotion removes the review step, not the record.

To step back to review, set "mode": "draft_only"; to silence the agent in a topic, "mode": "off"; to remove the override entirely, "mode": null. A demotion takes effect immediately, including for replies already being composed — an agent send that lands after it is refused and parked as a draft, so you never have to wait out in-flight turns. Watch conv_list_topic_automation after a promotion — if rejected or edited start climbing on the residual reviewed replies, or customers start re-asking, demote and let the review record rebuild.