How to enable Agent Mode
Agent Mode is activated by configuring a Zendesk webhook that sends ticket events to raum’s webhook endpoint.Open Settings in the raum dashboard
Go to Settings in the raum dashboard and select the Webhook tab.
Copy your webhook URL
raum generates a unique webhook URL for your organization. Copy it from the Webhook settings panel.
Configure the webhook in Zendesk
In Zendesk, go to Admin Center → Apps and integrations → Webhooks and create a new webhook. Paste your raum webhook URL as the endpoint.
Create a trigger in Zendesk
Create a Zendesk trigger that fires on the events you want raum to process. Set the action to notify the webhook you just created. Configure conditions to limit which tickets trigger Agent Mode (see the section below on routing configuration).
Webhook trigger events
raum’s webhook endpoint accepts the following Zendesk ticket events. You control which events fire the webhook by configuring your Zendesk triggers.| Event | When it fires | Common use |
|---|---|---|
ticket_created | A new ticket is submitted | Auto-resolve incoming tickets immediately |
ticket_solved | A ticket is marked as solved | Post-resolution processing, CSAT tracking |
ticket_rated | A customer submits a satisfaction rating | Outcome tracking and analytics |
Most Agent Mode setups use
ticket_created as the primary trigger. Configure your Zendesk trigger conditions to limit which new tickets reach raum — for example, by tag, group, form, or channel.Configuring which tickets get auto-resolved
You have two layers of control over which tickets raum handles autonomously. Zendesk trigger conditions — set conditions directly on your Zendesk trigger so only matching tickets fire the webhook. For example: only tickets from a specific help center form, or only tickets without a VIP tag, or only tickets assigned to a specific group. Confidence threshold routing — in raum’s AI Mode settings, you can configure what happens when the pipeline produces a low-confidence result. Options include:- Route to a human (assign to a queue and skip auto-resolution)
- Auto-resolve anyway and flag in analytics
- Always require human review for specific ticket categories
Approval flows for critical actions
Some actions are too consequential to execute without oversight. When a tool call in the pipeline would trigger a critical action — processing a refund, modifying an order, or escalating to an external system — raum can pause and wait for agent approval before proceeding. You configure which tool actions require approval in Settings → AI Mode. When approval is required, raum creates a pending action record visible in the dashboard. An agent reviews and approves or rejects the action. If approved, the pipeline resumes from where it paused.Overage behavior
Each plan includes a monthly auto-resolution quota. When you approach your limit, raum notifies you via the usage alerts system. When you hit the limit, you choose how raum behaves:- Pause
- Continue
raum stops processing new webhook events autonomously. Tickets still come into Zendesk normally, and your team handles them. Copilot Mode continues to work without interruption. Auto-resolutions resume at the start of the next billing cycle.
Simulation Mode
Before you go live with Agent Mode — or when you make changes to procedures, tool connections, or AI settings — use Simulation Mode to verify the pipeline’s behavior without touching real systems. Simulation Mode runs the full four-step pipeline against any ticket you specify. Data lookups (knowledge base searches, read-only API calls) execute normally so you get authentic context. Write operations — anything that would change state in an external system, update a Zendesk ticket, or send a reply — are intercepted and returned as a preview of what would have happened.Open Simulation Mode
Go to Simulate in the raum dashboard. This section is only visible to organization admins.
Enter a ticket ID
Paste the Zendesk ticket ID you want to test against. raum fetches the ticket, conversation history, tags, and custom fields directly from Zendesk.
Run the simulation
Click Run. The full pipeline executes — Thinker, Planner, Tool Executor, Answerer — and returns a detailed trace of every reasoning step, tool call, and decision the AI made.
Simulation Mode is restricted to organization admins. Regular agents cannot access or trigger simulations, so your production tickets are never affected.
Metering and plan limits
Auto-resolutions are counted per successful end-to-end ticket resolution in Agent Mode. A ticket counts as one auto-resolution when raum submits a reply and closes or resolves the ticket without human intervention.| Plan | Auto-resolutions included | Overage rate |
|---|---|---|
| Starter | 200 / month | $0.20 each |
| Growth | 1,200 / month | $0.15 each |
| Pro | 4,000 / month | $0.10 each |
| Enterprise | Custom | Negotiated |
Even with Agent Mode active, Copilot Mode remains fully available to your agents. Tickets that raum escalates or routes to a human appear in Zendesk as normal open tickets, and your agents can use Copilot Mode to handle them.