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Plan Mode lets you watch your agent think without letting it act. The agent reads incoming requests, diagnoses them using only read-only tools, and writes up what it would have done — but stops there. No tickets are updated, no accounts are touched, no employees are notified. Use Plan Mode when you’re onboarding a new client, auditing the agent’s judgment, or simply want to build confidence before going live.

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What the agent does in Plan Mode

When a request arrives — a new ticket in your PSA, a call to the Voice Agent, or a chat where you’ve connected one — the agent:
  1. Diagnoses silently — it uses read-only tools (looking up users, checking account status, reviewing group memberships, reading your runbooks, etc.) to understand the request fully.
  2. Posts a single internal note — it writes up its diagnosis and the plan it would have executed if it were in Execute Mode. The note goes on the source ticket: a note on the ConnectWise ticket, an action in HaloPSA, a comment on the Autotask ticket, and so on. Your team can see it; the employee cannot.
  3. Stops completely — no tool executions, no approval requests sent to your technicians, no reply to the employee.
The employee who submitted the request receives no response in Plan Mode. If you are running Plan Mode on an active client, make sure your team is handling requests through your normal workflow in the meantime.

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What Plan Mode does NOT do

No live tool execution

The agent never writes, creates, modifies, or deletes anything. It only reads.

No approval requests

Your technicians will not receive approval notifications in Plan Mode.

No replies to employees

The employee’s ticket, call, or chat goes unanswered by the agent — your team handles it through your normal workflow.

No escalations

The agent does not escalate, route, or forward requests to anyone.

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When to use Plan Mode

Initial evaluation

When you first connect Rallied.ai to a client’s environment, Plan Mode lets you verify that the agent correctly understands the client’s stack — their identity provider, ticketing system, app catalog, and user directory — before any real action is taken.
Review the internal notes the agent posts over days or weeks. Check whether its diagnoses match what your technicians would have done. If the plans look right, you’re ready to move forward.
Use Plan Mode as a final gate before enabling live execution. It gives you a documented record of how the agent reasons about your client’s specific request types.
You can switch an active client back to Plan Mode at any time if you want to audit the agent’s behavior after a change in their environment or policies.

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How to enable Plan Mode

You can set the agent mode at two levels: for your entire MSP (the default that all clients inherit) or for an individual client. Setting the MSP default:
  1. Open your MSP’s detail page from the dashboard sidebar.
  2. On the Overview tab, find the Operating Mode section.
  3. Click Plan. All clients set to Inherit will now operate in Plan Mode.
Setting mode for an individual client:
  1. Open the client’s detail page.
  2. On the Overview tab, find the Operating Mode section.
  3. Click Plan Mode. The change takes effect on the next request the agent handles.

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Mode hierarchy

Every client either inherits your MSP-level default or overrides it individually. When a client is set to Inherit, they follow whatever mode you have configured at the MSP level. 
MSP default: Plan Mode
  ├── Client A — Inherit → Plan Mode
  ├── Client B — Inherit → Plan Mode
  └── Client C — Execute Mode (overridden individually)
This means you can run Plan Mode by default for all new clients while individually promoting mature clients to Execute Mode as they become ready.

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Transitioning to Execute Mode

When you’re satisfied with the agent’s judgment for a client, promote them to Execute Mode:
1

Review the internal notes

Look at the notes the agent has posted on tickets over the evaluation period. Confirm the diagnoses and proposed plans are accurate for this client’s environment.
2

Review tool policies

Open each connected integration from the client’s Integrations tab and confirm each tool is set to the right policy: auto for safe read-and-write operations you’re comfortable automating, and approval_needed for anything you want a technician to review first.
3

Switch the client to Execute Mode

On the client’s Overview tab, click Execute Mode in the Operating Mode section.
4

Confirm with a test request

Open a low-risk test ticket against the client in your PSA. Verify the agent picks it up, responds correctly, and routes any approvals to your technicians as expected.
Start with your most straightforward clients — those with a single identity provider and a small, well-defined app catalog. Plan Mode reviews go faster when the environment is simple.