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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. It pauses 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 Rallied. 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: it looks up the employee in Microsoft 365, checks what apps they already have access to, reviews group memberships, and reads your runbooks in Hudu or IT Glue. 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 approval settings

For each action in the plan, the agent checks the setting you’ve configured:
  • Auto-approve — runs immediately, no approval needed.
  • Needs approval — the agent must get a technician’s sign-off before running this action.
If every action is Auto-approve, the agent runs the full plan and moves to the reply step. If any needs approval, the agent pauses and creates an approval request.
5

For auto-approved actions: run and reply

When everything is Auto-approve, the agent runs 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 actions: 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. 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 action on the integration’s detail page by enabling the Require manager approval option alongside Needs approval. 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, nothing more.

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Approval settings

You configure per-action approval on each integration’s detail page (open it from the client’s or MSP’s Integrations tab):

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How to set Execute Mode for a client

The Operating Mode section with Plan and Execute options
  1. Open the client’s detail page in Rallied.
  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.