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Preview feature. Digital Workers are available to selected workspaces while we refine them. Behavior and controls may change.
A Digital Worker is an AI teammate (for example, a Digital CSM) that reads a customer’s context and responds on the channels you enable. This page is the reference for everything you configure on a worker.

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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 five tabs: Overview, Portal, SDK, Email, and Slack. Make your changes, then click Save changes (the button stays disabled until there’s something valid to save).

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Overview tab

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Identity

How the worker presents itself to customers.

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Capabilities

Knowledge bases — the datasets the worker can query at runtime to ground its answers. Without a knowledge base, replies are generic. See Knowledge Base.

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Third-party MCP tools

Choose which connected third-party MCP tools this worker may use, and add an injected 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”). The injected prompt is appended to the worker’s system prompt.
Which tools require human approval is set on the Integrations page, not here — tools marked Approval pause for review before they run. See Third-Party MCP Servers.

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Account assignment

An account segment defines which customer accounts this worker is responsible for. This is required before you can save.

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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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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, or Slack). Any surface without an override follows the default mode.

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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.

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Portal

Makes the worker reachable on your customer portal. When enabled, set the Acknowledgement message (required).

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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.

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Email

The worker can work email two independent ways (turn on either or both):
  • 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.
  • Receive forwarded email — auto-forward support mail to the worker’s tenant 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 the per-tenant Forwarding address to set up auto-forwarding in Gmail or Microsoft 365.
An Auto-reply on hold toggle sends an automatic acknowledgement in-thread when a reply is held for approval; turning it on reveals the Acknowledgement message. See Email surface for the full setup.

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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.

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Preview a worker (dry run)

Click Preview (in the footer) to open a dry-run page for the worker. Pick an Account, a From (contact), and type a Message, then click Run preview to see the reply the worker would send — nothing is saved, sent, or executed. The preview reflects the 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.

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.