How do I choose which AI model my team uses in the Workspace, and what it's allowed to see?

By default, nobody on your team picks a model at all, the AI Workspace just uses a sensible recommended model behind the scenes. If you'd rather let your team choose between a few specific models, an admin turns that on.

Turn on model choice for your team

1. Go to AI Workspace, then click its Settings tab. Admins can also reach this from the old /settings/ai-workspace link, which forwards here.
2. Under "Models your team can pick", tick the models you want to make available.
3. Click Save.

Leave everything unticked and your team never sees a model picker at all, they just get the recommended chain automatically. Tick at least one model and a small picker appears next to the message box for everyone in your account.

What the picker looks like once it's on

A small button showing "Recommended" (or the name of whichever model someone picked) appears next to the send button. Clicking it lists Recommended plus every model you ticked, each with a plain label. Hovering Recommended shows the actual chain it will try, so it's never a mystery.

See what the Workspace has been used for

On the same Settings page, under "What the Workspace has used", you'll see the last 30 days of activity: total replies and tokens, and a breakdown by model. This is only the Workspace's own usage, separate from what your customer-facing AI assistant uses.

What the AI Workspace can see

For a general question, it sees your business name, type, tone of voice, any must-say phrases you've set, and the shape of your knowledge base (category names and how many entries each has), not the full text of your articles.

For a question about one client, it additionally sees that client's contact details and custom fields, their pipeline stage and recent stage history, their open tasks, their last 10 messages, and your team's last 5 internal notes on them. Nothing about any other client, and nothing from outside your organization.

If your account has admin insights turned on, an admin asking there sees only organization-wide counts, contacts, tasks, conversations, AI usage, and (if you use the task queue) staff activity, never an individual customer's message content in that view.

Who can use the Workspace at all

Only organization admins and advisors, on the Pro and Scale plans. If a teammate can't see it, that's most likely their role, or your organization's plan, rather than anything broken.