The Trust Score is the mechanism that determines how far the Marketing Agent can act on its own judgment. The more you use it, the wider the range of work you can hand over to the agent.
What Is the Trust Score?
The Trust Score is a metric that sets the agent's level of autonomy for each operation category, so the higher the score, the more the agent can proceed without waiting for your approval.
Each time you choose "Approve" in response to the agent's proposal, the score goes up and more operations can be carried out automatically. When you choose "Cancel", the score becomes harder to raise. This lets you start by reviewing each step and then widen the range you delegate once you feel you can trust the agent.
In the user-facing screen, the Trust Score is shown as "Trust in the AI agent".
The Three Levels of Autonomy
As the Trust Score rises, the way the agent behaves changes across the following three levels.
| Autonomy | Agent's behavior | What you do |
|---|---|---|
| Approval required | Pauses before executing and asks for your approval | An approval request arrives in Chat. Nothing runs until you choose "Approve" |
| Notify only | Executes automatically and notifies you once finished | No prior approval is needed. The result is reported to you in Chat |
| Automatic | Executes automatically, with no notification | Runs in the background, and you can review the result in the history |
Low-risk operations (such as data analysis or drafting content) proceed automatically regardless of the Trust Score.
Operation Categories and How They Progress
The Trust Score is managed independently for each operation category, so even if your "Draft creation" score rises, it does not affect the autonomy level for "Segment creation".
The operations the agent can perform are divided into the following categories.
| Category | Description |
|---|---|
| Draft creation | Create a draft of a Message Broadcast |
| Segment creation | Create a new Segment of recipients |
| Segment editing | Change the conditions of an existing Segment |
| A/B Test creation | Set up an A/B Test |
| Scheduled broadcast | Schedule the sending of a Message Broadcast |
| Broadcast sending | Deliver a message to your customers |
| Workflow creation | Build a Workflow |
| Workflow activation | Put a Workflow into a running state |
| Workflow deactivation | Stop a running Workflow |
The more of a track record you build, the more each category's autonomy level rises step by step, from "Approval required" to "Notify only", and then to "Automatic". The greater an operation's impact on your customers, the more of a track record it requires.
Operations That Always Require Approval
The following two operations always require your approval, no matter how high the Trust Score gets.
| Operation | Reason |
|---|---|
| Broadcast sending | Because this operation delivers a message to your customers, it prevents unintended sends |
| Workflow activation | Because this operation puts automated processing into a running state, it prevents unintended starts |
These are shown on screen as "Always requires approval". No matter how much the agent is trusted, the final decision is always yours to make.
Checking the Trust Score
You can check each category's autonomy level in the "Trust in the AI agent" widget on the Dashboard.
The widget shows a list of operation categories and the current autonomy level for each one (Approval required / Notify only / Automatic). Broadcast sending and Workflow activation are shown as "Always requires approval".
Changing the Autonomy Level
You can change each category's autonomy level either by telling the agent or by changing it directly from the Dashboard. We recommend leaving it to the agent first and adjusting manually when you want to fine-tune the settings.
Changing It by Telling the Agent
You can configure this simply by telling the agent what you want in Chat.
- "You can create drafts without checking with me."
- "Please check with me every time for Segments."
The agent changes the setting and tells you what was changed in Chat.
Changing It on the Dashboard
From the "Trust in the AI agent" widget on the Dashboard, you can directly select and change each category's autonomy level. For safety, Broadcast sending and Workflow activation cannot be changed to Automatic.
When Things Don't Go as Expected
Here are common situations around the Trust Score and how to handle them.
| Situation | How to handle it |
|---|---|
| The autonomy level isn't rising | You need to build up a track record of choosing "Approve" for the agent's proposals. Approving proposals consistently makes the autonomy level easier to raise |
| You want to put a delegated operation back to requiring confirmation | Tell the agent "Check with me every time for this category", or change the autonomy level to "Approval required" in the Dashboard widget |
| You want to start the settings over | Tell the agent what you want, or readjust each category's autonomy level in the Dashboard widget |