Launch Controls

Interested in deploying your Email AI Agent to a smaller subset of your email support volume, before scaling to the entirety of your support volume?

Ada supports a phased rollout of your Email AI Agent and how you configure this depends on your chosen method of implementation.

Implementing via direct email forwarding: Launch Controls Functionality

Control the percentage of end users that should receive a response from your AI Agent when they email your support address, using our Launch Controls functionality.

Launch Controls setup Configure your Email Launch controls in the dashboard under the Channel > Email page.

Out of the box, your Email AI Agent is set to respond to 100% of the inquiries it receives.
To deploy to a smaller subset of your end users, reduce the percent value of the AI Agent responds field. The value in the Routed to your human team field will increase proportionally.
- When the AI Agent responds field contains a value < 100% and > 0%, Ada will route a portion of your inquiries to your Human Team for a human response.
- You will be prompted to provide a secondary support email address that Ada in the dashboard. Routed inquiries will go to this address.

The secondary support email address that you specify in the dashboard should be a different email address than the:

Ada provisioned email address Ada provides you with when you active Email
Bring Your Own Domain(BYOD) address you configure your AI Agent to respond with

How it works End users will be randomly assigned to either an: “automation group”or “route to human group” when Ada receives an email inquiry from them after a change to the launch controls configurations have been made.

Group assignments will be made based on the percent values you’ve configured in your launch controls, and an end user may retain the same group assignment when launch controls are adjusted to a new value between 1% and 99% for the AI Agent responds field.

Group assignments are no longer relevant when a value of 0% or 100% is set to the AI Agent responds field - all end users will either receive an automated response or get passed to your human team depending on the value you set.

Settings overview, expected behaviour, and end user experience

AI Agent responds field	Expected behaviour	End user experience
100%	Every email inquiry received by Ada via forwarding (not Email API) will be responded to by the AI Agent.	All end users are assigned to the “automation” group, and all will receive an email back in the same thread from the AI Agent.
Less than 100% and greater than 0%	Based on the percentage specified, end users will be assigned at random to an “automation” group or to a “route to a human” group.	If end user is assigned to “automation” group they’ll receive a response from the AI Agent. All emails sent to the support address will receive an AI Agent response until Launch controls are changed, at which point the end user may switch groups and experience. If end user is assigned to the “route to human” group, they will receive no email from Ada or the AI Agent. When the Human Team responds to the email, the end user will receive the response in a new email thread.
0%	AI Agent will not respond to any email inquiries Ada receives - all inquiries will be routed to the specified secondary email address belonging to the Human Team.	All end users are assigned to the “route to human” group and will receive no email from Ada or the AI Agent. When the Human Team responds to the email, the end user will receive the response in a new email thread.

Launch controls FAQ

What happens if an end user that was assigned to the “route to human” group after originally being in the “automation” group (after a launch controls change), replies to an old thread?
- If the thread was active (had a response from the end user in the last 72 hours), the AI Agent will continue to respond to the end user in that thread to ensure a consistent experience.
- If the thread was inactive (i.e. had no response from the end user in the last 72 hours), their reply creates a new conversation in Ada, and their inquiry will be passed to the human team.
  - They will receive a new email from the human team when a human agent responds and no email or reply from Ada’s AI Agent.
What happens if an end user that was assigned to the “route to human” group after originally being in the “automation” group (after a launch controls change), writes a new email?
- The new conversation will be passed through to the human team, for a human agent response.
Does the assignment to the groups occur on the end user level, or the conversation level?
- Assignment occurs on the end- user level so that end users receive a consistent experience if they send multiple separate support emails.
- AND the assignment is valid for the duration of the conversation:
  - If the conversation is closed (after 72 hours of inactivity) and the launch control settings have not changed in that time, the end user’s next conversation will receive the same assignment behaviour.
  - If the conversation is closed due to 72 hours of inactivity and the launch control settings have changed during that period, the end user’s next conversation may experience a different behaviour—either automation or routing to a human team—depending on their assignment after the updated launch control configuration.
How can I reset the automation assignments for my end users?
- Set the AI Agent responds field to either 0% or 100%, depending on your desired end user experience. Reminder: a value of 100% in this field means that all end user inquiries will receive an AI Agent response.

Implementing via Email API

Control the rollout of your Email AI Agent by sending a smaller subset of topics, inquiry types, or inquiries from specific user segments to Ada via the Email API.

Using the triggers, tags, or automation systems available to you in the tool you use to manage/ organize your email inquiries (i.e. your agent platform), you can start sending a limited number of inquiries to Ada for automation.

Launch Controls will not apply to inquiries received from the Email API.

Best Practices for Gradual Rollout with Email API Implementation

Identify the types of inquiries you want to send to Ada.
Have some way to distinguish those inquiries from the ones that should continue to be handled by your human team i.e. using tags
Set up an automation (i.e. Triggers in Zendesk) to trigger a Webhook that calls the Email API when the conditions used to identify an inquiry as one that should be sent to Ada, are met.

Add more topics/use cases to trigger your webhook as you incrementally rollout to 100% automation coverage.