Understanding trust modes

If responses aren’t sending when you expect them to, check your trust mode in Settings:

• In Review mode, every response requires your approval. Nothing sends automatically.
• In Front Desk mode, the AI decides per-message: routine responses send immediately, judgment calls are held for your approval. If a customer asks to speak with you directly, the AI sends a warm handoff and escalates to you. You can fine-tune which categories auto-send using escalation rules in Settings.

If you’re in Review mode and haven’t approved a response, the customer has already received a brief acknowledgment, but the detailed response is waiting for you. Check your inbox for pending items (orange badges).

You can approve directly from notification emails — no need to visit the dashboard.

If you’re on the Front Door plan, trust modes don’t apply — Front Door classifies and forwards emails without generating AI responses.