> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kordless.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# What the agent can and can't do
> Where Kordless acts on its own, where it asks you first, and where it never acts.
The agent is the AI that handles homeowner conversations, drafts bids, books appointments, and writes outreach messages. It works autonomously within clear boundaries — some things it does on its own, some things it drafts for your approval, and some things it never does at all.
## What the agent does on its own
These actions happen without asking you first. You'll see them in Today (your daily feed) and the inbox, but you don't need to approve them:
* **Answer questions** — the agent responds to homeowner questions about services, hours, availability, and pricing using your business profile and knowledge base.
* **Send bids under your threshold** — if a bid is within your rate card's (your services, packages, and pool sizes) auto-send range and under your approval threshold, the agent computes the price and sends it immediately. Maintenance and seasonal packages with instant mode go out automatically.
* **Book appointments in web chat** — when a homeowner is chatting on your website, the agent can book an appointment on the spot (confirmed immediately).
* **Follow up on form submissions** — the agent opens a follow-up chat on the thank-you screen and carries on the conversation.
* **Send recall reminders** — when a pool is due for a recall (e.g., annual equipment service or seasonal opening), the agent drafts the message and places it in Today's decision queue for approval.
## What the agent drafts for your approval
These actions are drafted by the agent but never go live until you approve them in Today's decision queue:
* **Follow-up replies via SMS** — when a homeowner texts and the agent drafts a reply, the reply waits for your approval before sending. (Web chat replies, by contrast, are sent immediately.)
* **Bids over your threshold** — if a bid exceeds your approval threshold or triggers a review rule, it's held. The homeowner is told their bid is with you for a final price — no number is revealed.
* **Reactivation nudges** — win-back messages to past homeowners who haven't been back in a while.
* **Review requests** — the agent drafts messages asking happy homeowners for Google reviews.
* **Site proposals** — the agent spots improvements to your website and proposes them for your approval.
* **Agent knowledge gaps** — when the agent can't answer a recurring question, it flags the gap and asks you to teach it the answer.
Open **Today** and look at the **Decisions** section. Drafts are ordered by time-sensitivity.
Click any decision to expand it. **Approve** sends it as-is. **Edit** lets you change the content first. **Dismiss** drops it — the agent won't re-surface it.
**Success:** the approved draft is queued for delivery and the decision clears from the queue.
## What the agent never does
These are hard boundaries — the agent will never take these actions, regardless of context:
* **Bid a price it made up** — the agent never invents a number. Every bid is computed from your published rate card, server-side. If the rate card doesn't have a cell for the requested service, package, and pool size, the agent tells the homeowner it can't price the job and escalates to you.
* **Reveal a held bid's price** — when a bid is held for your approval, the agent tells the homeowner their bid is with you. It never states the number, even if the homeowner asks.
* **Spend money or make charges** — the agent cannot make purchases, transfer funds, or modify billing. Only you can connect Stripe, change plans, or process refunds.
* **Delete homeowner data** — the agent cannot delete homeowners, properties, bids, or conversations. Deletion is a manual action you take in Properties (your homeowner and pool records) or the inbox.
* **Change your business profile** — the agent cannot edit your business name, address, hours, or contact information. It can propose changes through the assist bar, but you review and accept every edit.
* **Publish website changes without you** — the agent can propose site edits, but only you can click **Publish**.
* **Override your guardrails** — instructions like *"never bid gunite prices"* or *"don't book past 6pm"* are hard rules the agent follows without exception.
## How the agent decides what to do
The agent follows a priority order:
1. **Guardrails** — your standing instructions (never/always rules) are the highest priority. They override everything.
2. **Your rate card** — pricing comes from your published rates, recomputed server-side. The agent can't deviate.
3. **Your approval rules** — thresholds and bid modes you set in the rate card determine what's auto-sent vs. held.
4. **Context** — the conversation history, the homeowner's pool, and your business profile shape the agent's tone and suggestions.
5. **Escalation** — when the agent can't help (knowledge gap, unpriced cell, homeowner asks for the owner), it pauses and surfaces the conversation in Today's action items.
Two fixes: for a one-off, open the inbox thread and send your own message — the agent picks up the new context. For a permanent rule, go to **Agent** in the sidebar and add a guardrail (e.g., *"never bid gunite prices"*). The agent follows guardrails without exception going forward.
Web chat bookings are confirmed immediately — the agent doesn't wait for approval on that channel. If you need to cancel, open the appointment in the Service calendar (your schedule) and cancel it. To prevent future auto-booking, you can disable the booking tool in the agent's configuration.
## Next steps
Your daily feed: what Kordless handled overnight and what needs a decision.
Who owns your homeowner data, what Kordless stores, and how to export or leave.