Trust modes and approval

You control how much autonomy the AI gets. Two modes let you dial this up or down as you get comfortable:

Review — The AI drafts a response for every inquiry. Nothing sends until you approve it. You see the full customer message, the AI’s draft, and can approve, edit, or reject with one click. The customer gets a warm acknowledgment instantly. Best for getting started.

Front Desk — The AI decides per-message whether to send, hold for review, or escalate. Routine inquiries (hours, services, FAQs, pricing) send immediately. Judgment calls and custom situations come to you first. If a customer asks to speak with the owner, the AI sends a warm handoff message and escalates. You can configure escalation rules from Settings to control which categories auto-send and which are held. Where most businesses should live.

Front Desk requires a complete profile — at minimum services, hours, and tone must be filled in. After you approve 5 or more AI drafts without editing them, tocc.contact will suggest upgrading from Review to Front Desk. You can change your mode anytime from Settings.

Note: Trust modes apply only to Front Desk plans (Essentials, Growth, Scale). The Front Door plan does not generate AI responses, so trust modes are not applicable.