Virtual Employees

Autonomous AI agents that work 24/7 inside your workspace — reading tickets, drafting replies, escalating issues, and learning from feedback.

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Overview

Virtual Employees (VEs) are AI agents that operate autonomously inside your Disqua workspace. Unlike the AI Copilot which waits for you to ask, VEs proactively monitor tickets, draft replies, escalate issues, and report on activity.

Each VE has a name, avatar, personality, and configurable autonomy level. They appear in your workspace member list as AI-powered team members.

Key difference from AI Copilot: Copilot assists on demand. Virtual Employees work autonomously — they read, decide, and act without being asked.

Autonomy Levels

Level 1: Manual

VE observes and learns but never acts. Useful for initial setup and training.

Level 2: Draft Only

VE prepares draft replies for agent review. Agent approves, edits, or rejects each draft.

Level 3: Auto Simple

VE auto-responds when confidence is high (>85%). Complex cases become drafts for review.

Level 4: Full Auto

VE handles most tickets automatically. Only escalates VIP customers, forbidden topics, or low-confidence cases.

Autonomy is configured per area: helpdesk tickets, channel messages, and live chat can each have different levels.

Creating a Virtual Employee

  1. 1Go to Virtual Employees in the sidebar and click Create.
  2. 2Set a name, role title, and personality prompt (e.g. "You are Eva, a friendly support agent").
  3. 3Choose the AI model (Claude Sonnet recommended) and set autonomy levels per area.
  4. 4Configure knowledge sources (KB articles, ticket history, canned responses, custom instructions).
  5. 5Set the escalation channel and any forbidden topics or VIP contacts.

Draft Review Workflow

When a VE creates a draft, it appears in the Drafts queue. Each draft shows:

  • The original ticket or message that triggered it
  • The VE's proposed response
  • Confidence score (green >80%, yellow 50-80%, red <50%)
  • Knowledge sources used (KB articles, similar tickets)

Actions: Approve (send as-is), Edit (modify then send), or Reject (discard with feedback). Every action teaches the VE to improve.

Knowledge Sources

VEs search across multiple sources when generating responses:

  • Knowledge Base — published KB articles
  • Canned Responses — pre-written reply templates
  • Ticket History — past resolved tickets (up to 1000)
  • Custom Instructions — freeform text you provide (pricing info, policies)

Plan Limits

PlanVirtual Employees
FreeNot available
Pro1 VE (draft_only or auto_simple)
Business5 VEs (all autonomy levels)
EnterpriseUnlimited