> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Client Access and how AI runs on tickets

> Why an assistive Magic AI feature can still run on a client you excluded in Client Access — the three run paths (Auto Run, Flows, manual), which one Client Access governs, and how to truly restrict a feature to specific clients.

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](/inbox/flows) that invokes the feature as an action.
* **Manual execution** — a technician running the feature by hand from Inbox (and the equivalent [Super Magic](/super-magic/meet-super-magic-your-ai-assistant-in-the-inbox) 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.

<Warning>
  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.
</Warning>

## 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.


## Related topics

- [Client Health Report](/skill-library/account-management/client-health-report.md)
- [New Hire Onboarding](/skill-library/onboarding-and-access/new-hire-onboarding.md)
- [AI for dispatch](/start-here/roles/dispatcher/ai-for-dispatch.md)