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Execute Mode is the normal operating mode for production clients. The agent handles requests end-to-end: it diagnoses the issue, decides on a plan, and executes — pausing only when a tool’s policy requires a technician (or manager) to approve first. Every action is governed by the tool policies you configure in the dashboard. You decide which operations run automatically and which ones require a human sign-off.

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The approval flow

1

Employee submits a request

A request lands through one of your channels — a new ticket in ConnectWise, HaloPSA, or Autotask; a call to your Voice Agent number; or a message in Slack or Teams where you’ve connected one. For example: “I need access to Zendesk.”
2

Agent diagnoses silently

The agent uses read-only tools to gather context — looking up the employee in Microsoft 365, checking what apps they already have access to, reviewing group memberships, reading your runbooks in Hudu or IT Glue, and so on. This happens in the background; the employee sees nothing yet.
3

Agent posts an internal note

The agent always posts an internal note on the source ticket (a ConnectWise note, HaloPSA action, Autotask note, and so on) with its full diagnosis and the plan it intends to execute. Your team can see this note; the employee cannot.
4

Agent checks tool policies

For each tool in the plan, the agent checks the policy you’ve configured:
  • auto — the tool runs immediately, no approval needed.
  • approval_needed — the agent must get technician approval before executing this tool.
If every tool in the plan is auto, the agent executes the full plan and moves to the reply step. If any tool requires approval, the agent pauses and creates an approval request.
5

For auto tools: execute and reply

When all tools are auto, the agent executes the plan immediately and replies on the source ticket (or in the chat or call where the request came in) confirming what was done.
6

For approval_needed tools: request approval

The agent creates an approval request and notifies your technicians through the configured channel (see Approval notification channels below). The agent then waits — it does not reply to the employee yet.
7

Technician approves or denies

A technician with the msp_technician or msp_admin role reviews the plan and responds. If they approve, the agent proceeds. If they deny, the agent informs the employee that the request was not approved.
8

Agent executes and replies

After approval, the agent executes the approved plan and replies to the employee on the source ticket, call, or chat.

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Approval notification channels

When an approval request is created, your technicians are notified through the integration your MSP has configured. PSA channels (ConnectWise, HaloPSA, Autotask) are the primary approval channels; Jira and Slack are available where you’ve connected them.
IntegrationNotification method
ConnectWiseNote added to the ConnectWise ticket
HaloPSAAction added to the HaloPSA ticket
AutotaskNote added to the Autotask ticket
JiraComment added to the Jira issue
SlackDirect message to technicians in Slack
Notifications go to all MSP users with the msp_technician or msp_admin role.

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Dual approval

Some operations require both a technician and a manager to approve before the agent can proceed. You configure this per tool on the integration’s detail page by enabling the Require manager approval option alongside approval_needed. When dual approval is required:
  • A technician approval request is created (as always).
  • A manager approval request is also created, linked to the technician request.
  • Both must approve before the agent executes. If either party denies, the request is denied.
  • The manager in question is the requesting employee’s direct manager, resolved automatically by the agent from your identity provider.
Dual approval is configured per tool. For example, you might require only technician approval for adding a user to a standard app group, but require both technician and manager approval for resetting an admin account password.

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How approval requests expire

Approval requests expire automatically after 24 hours if no action is taken (this window is fixed, not configurable). When a request expires, the agent informs the employee that their request was not approved in time and they should resubmit if they still need help.
An approved request can only be used once and is tied to the specific plan the agent submitted. If you approve a request, the agent executes exactly the plan that was presented — no more, no less.

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Tool policies

You configure tool policies on each integration’s detail page (open it from the client’s or MSP’s Integrations tab). The available policies are:
PolicyWhat the agent does
autoExecutes the tool immediately without requesting approval.
approval_neededPauses and requests technician approval before executing. Optionally also requires manager approval.
disabledThe tool is not available to the agent for this client.

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How to set Execute Mode for a client

  1. Open the client’s detail page in the dashboard.
  2. On the Overview tab, find the Operating Mode section.
  3. Click Execute Mode.
To make Execute Mode the default for all clients, open your MSP’s detail page and click Execute in the Operating Mode section on the Overview tab. Any client set to Inherit will follow this default.
Before switching a client from Plan Mode to Execute Mode, review the internal notes the agent posted during Plan Mode to confirm its judgment matches your expectations. See Plan Mode for guidance on the evaluation process.