Skip to main content
Assistive Magic AI features — auto-prioritization, auto-categorization, auto-title, recap, and sentiment — can run on a ticket through three separate paths. A common surprise is that excluding a client in Client Access stops one path but not the others, so a feature keeps running on a client you thought you’d turned it off for. This page explains why, and how to restrict a feature to specific clients for real.

The three run paths

An assistive AI feature can execute on a ticket in three ways:
  • Auto Run: the automation trigger that fires the feature automatically, typically on the ticket’s first external note.
  • Flows: a Flow that invokes the feature as an action.
  • Manual execution: a technician running the feature by hand from Inbox (and the equivalent Super Magic assistive-AI action).

What Client Access actually governs

Client Access exclusions only apply to the Auto Run path. Flows, manual execution, and Super Magic bypass Client Access rules. If the feature is enabled and their own conditions match, they will run it — even on a client you excluded in Client Access. Client Access is not a global kill switch for a feature; it only controls whether Auto Run fires.
Excluding a client in Client Access does not stop a Flow, a manual run, or Super Magic from running the feature on that client’s tickets. It only stops Auto Run.

Restrict a feature to specific clients

To genuinely limit an assistive AI feature to a chosen set of clients, do both:
  1. Narrow the per-feature Client Access list so Auto Run fires only for those clients.
  2. Confirm no other path invokes the feature elsewhere: check that no Flow runs it on other clients, and that technicians aren’t running it manually (or via Super Magic) where you don’t want it.

Reading the admin “have run” counts

The per-feature counts in the admin view (for example, how many clients a feature “has run” on) are cumulative and historical: they reflect past activity, not a live count of which clients currently have the feature enabled. Don’t use them to judge current scope; check the Client Access list and your Flows instead.