Don’t see Digital Workers in your navigation? It isn’t enabled for your workspace yet — contact your administrator or Statisfy support to get it turned on.
Opening a worker
Go to Digital Workers and open (or create) a worker, then click Configure. Each worker card shows its name, a status badge (Active, Draft, or Archived), and a shield if it’s a built-in system worker. The configuration form has these tabs: Dashboard (only for Active workers), Configure, Portal, SDK, Email, Slack, Microsoft Teams (only when your workspace uses Microsoft Teams), MCP/API Tools, Skills, Proactive, Activity, and Files. Make your changes, then click Save changes (the button stays disabled until there’s something valid to save). An active worker opens on its Dashboard tab. A draft or archived worker has no Dashboard tab, so it opens on Configure. If you save a draft worker as Active, the Dashboard tab appears, but Statisfy keeps you on the tab you’re editing.Dashboard tab
The Dashboard tab shows analytics for this worker only. Use it to check how a single worker is handling conversations without the rest of your workers mixed in. Pick a time range in the top-right corner to change the period. The tab shows:- Stat tiles: Conversations (with the change from the previous period), Awaiting our reply, Awaiting customer, and Draft acceptance (the share of reviewed drafts that were accepted).
- Conversation volume by source: new conversations per week, split by the channel they arrived on.
- Outcome mix: every action the worker proposed in the period, by outcome.
- Why actions were rejected: the reasons reviewers gave for rejecting the worker’s actions.
Analytics for all workers
To see analytics across every worker, click Dashboard in the Digital Workers sidebar. This page has the same panels, plus a Per-worker breakdown table with each worker’s conversations, acceptance, and channels. When your workspace has two or more workers, a worker filter appears next to the time range. Leave it on All workers to see every worker together, or pick one worker to narrow every panel to that worker. With fewer than two workers, the filter is hidden.Configure tab
Identity
How the worker presents itself to customers.Capabilities
Knowledge bases — the datasets the worker can query at runtime to ground its answers. Without a knowledge base, replies are generic. Files you attached to one Agent Studio agent stay that agent’s, so they aren’t offered here. See Knowledge Base.Built-in tools
The worker’s built-in tools are what it uses to do its job: knowledge-base lookups, reads against the customer’s own CRM record (account, activities, contacts, email thread, opportunities, product usage, support tickets, tasks), file memory, outreach, follow-ups, escalation, and onboarding. Use the Tools field in Capabilities to choose which of these the worker can use. Click the field to open the tool picker, then toggle individual tools on or off.- Default — every built-in tool is on. New workers start this way, and so does any worker whose selection you haven’t changed.
- Trimmed selection — a tool you switch off is unavailable to the worker, both when it replies and in proactive work. The worker can’t call it, and nothing it would have returned can be used as evidence in an answer.
- Removing the Digital worker core toolkit — leaves the worker with no built-in tools at all, so it can’t search its knowledge bases or read the customer’s records.
Inbound replies (Portal, SDK, Email, Slack, Microsoft Teams) use the same customer-record reads as proactive outreach. When a reply comes in on a conversation tied to a customer, the worker can pull that customer’s account, activities, contacts, email thread, opportunities, product usage, support tickets, and tasks to cite as evidence in its answer. Switching one of those tools off in the Tools field turns it off for both reply and proactive turns.
Third-party MCP tools
Choose which connected third-party MCP tools this worker may use, and add a prompt that steers when and how it uses them (for example, “Use the Jira tools to file a ticket when a customer reports a hardware issue”). On the worker’s MCP/API Tools tab, the MCP Servers sub-tab lists third-party MCP servers. Click Add server, pick a connected server, then select its tools and optionally fill in Prompt for this server. The tools you choose on the MCP Servers sub-tab go everywhere the worker works: on replies, and in work it starts on its own (proactive outreach). A worker investigating an account proactively can, for example, file a Jira ticket mid-run. Each tool has an Always allow / Needs approval dropdown, and each group of tools has one too (a group shows Custom when its tools differ). These settings apply to this worker only and override everything else: the server’s policy on the Integrations page and this worker’s Default mode. A newly added server starts from its Integrations page policy. A server added before per-worker approval existed has no settings of its own yet, and follows the server’s approval policy on the Integrations page:- If you’ve saved a policy for the server, it applies. Tools set to Needs approval pause for review before they run; tools set to Always allow run automatically. See Third-Party MCP Servers.
- If you’ve never saved a policy for the server, read-only tools run automatically. Tools that change something in the external system follow this worker’s Default mode under Autonomy: Smart runs them automatically, HIL pauses them for approval. Per-surface overrides don’t apply to MCP tools.
In a proactive run that isn’t tied to a specific customer, approval-gated tools aren’t offered to the worker at all, because there’s no account to route an approval card for. Tools that run automatically are still available.
API Tools
The API Tools sub-tab on the MCP/API Tools tab lets the worker act directly in integrations your organization has already connected, such as Zendesk, Jira, Notion, and Salesforce CPQ. No new authorization is needed.- Click Add API toolkit and pick a connected integration. Only integrations connected on the Integrations page (Admin Apps tab) appear.
- All of the toolkit’s actions start selected. Clear any actions the worker doesn’t need.
- Set each action, or a whole group, to Always allow or Needs approval. Write actions start on Needs approval and read actions on Always allow.
- Optionally fill in Prompt for this toolkit to steer when the worker uses them.
- Click Save changes.
Skills tab
The Skills tab sits next to MCP/API Tools. It lists the skills (ready-made workflows) this worker can load. The tab appears on every worker, including the AI CSM workers under Digital Workers.- Open the Skills tab and click Add Skills.
- Pick skills from the catalog. To detach one, click remove on its card. If the skill you need doesn’t exist, click Create a new skill. Statisfy opens Settings → Skills in a new tab and ticks the new skill in the picker when you create it.
- Click Save changes. Skills save with the rest of the worker’s configuration.
- Save replaces the whole list. The list on the tab becomes the worker’s skills. Removing a card and saving detaches that skill.
- Unavailable skills stay visible. If an attached skill is later archived or turned off, it shows as an Unavailable card. Remove it and save to clean it up.
- A skill your organization can’t use: “These skills can’t be attached: … They may be archived or turned off.”
- A skill that runs in a sub-agent: “These skills run in a sub-agent, which a digital worker can’t do: … Turn off “Run in sub-agent” to use them here.” Digital workers don’t run sub-agents. This includes skills that need extra tools, such as the slide-building skill.
Account assignment
An account segment defines which customer accounts this worker is responsible for. This is required before you can save.CSM assignment
Who reviews the worker’s escalations (held drafts and approval-required actions).- Named — route each escalation to the owner named in an account owner field you pick.
- User pool — a set of app users eligible to review, with an assignment strategy: Smart (picks the most relevant reviewer), Round robin (distributes evenly), or Unassigned (left in a shared bucket for someone to claim).
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When a teammate answers the customer — who owns a conversation after someone on your team replies to the customer in it:
- Keep the current owner (the default) leaves the owner as it is.
- They take it if nobody owns it makes the person who replied the owner of a conversation nobody owns yet.
- They take it makes the person who replied the owner, whoever owned it before.
Autonomy
Controls when the worker can act without human approval.- Default mode — Smart sends automatically, looping in a human only when needed; Human-in-the-loop (HIL) always queues replies for human approval.
- Per-surface overrides — optionally set a different mode for a specific channel (Portal, SDK, Email, Slack, or Microsoft Teams). Any surface without an override follows the default mode, except Microsoft Teams: without an override, Teams replies always wait for approval. Turning on the Teams surface adds a Teams override set to hil; change it to smart to let the worker send on its own.
Channel (surface) tabs
Each channel has an enable switch. When a reply is held for human approval, the customer can be shown an acknowledgement message in place of the drafted reply, so they know their message was received.Portal
Makes the worker reachable on your customer portal. When enabled, set the Acknowledgement message (required). The portal side is a separate step: the worker must be Active, and someone has to choose it for the portal’s Chat or Onboarding component in Portal Studio — see Setting Up Portals.SDK
Embeds the worker in your own app via the Statisfy SDK. When enabled, set the Acknowledgement message (required). This tab also gives you the Worker ID, Base URL, and Publishable key, plus copy-paste snippets to mint a session token on your server and render the widget in your app.- Scan connected mailboxes — watch the mailboxes you connect and reply from the address each email arrived at. Add mailboxes from the Add mailbox picker (Gmail or Microsoft 365); only mailboxes connected with both read and send permission appear. Under Shared mailboxes (Microsoft 365 only), add Outlook shared mailboxes whose mail should sync into Statisfy — a connected Microsoft 365 mailbox must have granted shared-mailbox access first. The worker doesn’t reply to mail that arrives only at a shared mailbox.
- Receive forwarded email — auto-forward support mail to the worker’s forwarding address; replies come from a verified sending domain. This requires at least one verified domain (Settings → DNS). Set the Company address replies come from and copy your organization’s Forwarding address to set up auto-forwarding in Gmail or Microsoft 365.
Slack
The worker replies to customer messages in the Slack channels it can access. Requires a connected Slack app (Settings → Integrations). The same Auto-reply on hold acknowledgement option is available here. See Slack surface.Microsoft Teams
This tab appears only while Microsoft Teams is connected. The worker replies to customer messages in the Teams channels it can access: channels in teams with guest members, mapped to the worker’s accounts. It replies only to new customer messages up to 6 hours old, always in that message’s thread. Replies come from the Statisfy app with the worker’s name in bold at the start, and are text only. Replies wait for approval unless the Teams autonomy override is set to smart. The same Auto-reply on hold acknowledgement option is available here. See Microsoft Teams Integration.Proactive work
Proactive work runs only when the Enabled switch on the worker’s Proactive tab is on. The worker’s tasks are listed on the same tab; click + New task to add one.Weekly account review
New Digital CSMs come with a weekly review task, marked Preset in the task list. Each Monday at 09:00 UTC, it goes through the accounts in the worker’s assigned segment, works out where each one stands on the job the worker’s Description sets out, and does the one thing that job calls for — an email, a hand-off to a human, a follow-up to check back — or nothing that week. A large book is covered over several runs. As it goes, the worker keeps a dated note of where each account stands and updates it when things change, so the next review starts from a current read. Workers you create don’t get this task, and a Digital CSM set up before the task existed may not have it. To give a worker a weekly review, click + New task, choose Recurring and Every customer, set the cadence to Weekly, and describe the review in Instructions. To opt the Digital CSM out, delete the preset task; nothing recreates it. If a task can’t run, the task list shows Not running: with the reason.Audiences
Audiences tell the worker who’s who at an account and how to treat them when it sends proactive email. Each audience is a name, a contact filter that decides who’s in it, an optional guidance blurb in your own words, and one treatment. To set them up, open the Proactive tab and click Configure on the Email row under Outreach surfaces. Audiences are in the Email outreach panel that opens. Use audiences when different people at the same account need different handling — for example, budget holders you want a human to review every note to, executives you’d rather never cold-email, and everyone else who can hear from the worker normally. Click Add audience to add a row. Each row has:- Name — how you’ll refer to this audience (e.g. Budget holders, IT admins, Legal).
- How to reach out — the treatment (see below).
- Contact filter — opens the same filter editor used elsewhere in the app. Filter contacts by any field the contact filter supports (title, role, department, custom fields, and so on).
- Guidance (optional) — anything the worker should know when writing to these people. The worker reads this where it decides what to say (e.g. “Renewal and commercial matters only — never operational detail”).
Treatments
Overlaps and unassigned contacts
- If a contact matches more than one audience, the most conservative treatment wins: Do not contact beats Handle with care, which beats Contact normally.
- Once you’ve defined any audiences, a contact who matches none of them is shown as unassigned. Unassigned contacts follow the normal cadence, but every email to them is held for your approval — a signal to go back and fix your audience filters so the worker knows who they’re writing to.
- If you define no audiences at all, the worker treats every contact normally and your autonomy setting stands as configured.
Hand-offs to a human
When a matter needs a person (a competitor evaluation, a pricing or legal question, a contract ask), the worker raises an escalation card for a reviewer chosen by your CSM assignment. See When a worker escalates to a human.Held proactive emails
When a proactive email is held for approval, Statisfy checks its recipients again at the moment you approve it. If the To recipient has since unsubscribed, asked for a pause, or now matches a Do not contact audience, the email isn’t sent. A CC recipient who has unsubscribed or now matches Do not contact is dropped from the email. If the check can’t be completed, nothing is sent and you can try again.Preview a worker (dry run)
Click Playground (top-right, next to the tabs) to open a dry-run page for the worker. Type a Message — Account and From (contact) are optional — then click Run preview to see the reply the worker would send. Nothing is saved or sent. The preview reflects the worker’s saved configuration, so save first to preview recent edits. The result tells you whether the reply would be Deferred (held for a human — always the case on a channel set to HIL, or when the worker isn’t confident) or sent directly.Files tab
The Files tab holds the worker’s own file storage. See Managing Files.Related
The Digital Workers pool
Watch conversations, review held drafts, and approve tool calls.
Trying out Digital Workers
End-to-end walkthrough across Slack, email, and the portal.