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Service Offerings

Acquia AI Product Guide

Service Offerings

Acquia AI Product Guide

Last updated: October 29, 2026

1. Introduction

1.1 Overview

Acquia AI is a set of capabilities within Acquia Source that lets teams get help and delegate work to artificial intelligence (AI) agents. Customers reach Acquia AI through the Acquia Source platform. Acquia AI provides two capabilities through a conversational interface: Advisor mode and Work mode. Acquia AI requires no installation.

This guide describes both capabilities as implemented in the current release. It defines what each capability includes, how customers access each capability, the boundaries of the service, and how Acquia handles the data that flows through it.

This guide does not replace the applicable subscription agreement, order form, or the Acquia Master Service Agreement (MSA). If a conflict exists between this guide and the applicable agreement, the agreement controls.

1.2 Who this guide is for

This guide is for Acquia customers, prospective customers, and internal Acquia teams who need to understand the scope of Acquia AI. It assumes familiarity with Acquia Source and general Acquia products.

1.3 Capabilities at a glance

	Advisor Mode	Work Mode
Purpose	Answers questions about Acquia products, Drupal, documentation, troubleshooting, and general Acquia processes.	Proposes plans and performs tasks across connected Acquia environments.
Acts as	The signed-in user.	The agent, which has its own account. It never acts as a person.
Actions on customer environments	No. Guidance only.	Yes, across assigned Acquia Source CMS sites, Cloud Platform environments, Web Governance, and Acquia DAM.
Approval workflow	Not applicable. Advisor makes no changes.	Two human approvals required: First to approve the proposed plan or draft, and a second separate approval to publish live.
AI Credits	Does not consume AI credits.	Consumes AI credits.
Uses project resources	No.	Yes. Customer uploaded file (if applicable).
Availability	All authorized users in eligible organizations.	Limited Availability (LA) for eligible accounts.
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2. Definitions and terminology

The following terms have specific meanings in this guide.

Term	Definition
Acquia AI	A set of capabilities within Acquia Source that lets teams get help and delegate work to AI agents. Includes Advisor Mode and Work Mode.
AI Provider	A natural or legal person, public authority, agency, or other body that develops an AI system or a general-purpose AI model (or has one developed) and places it on the market or puts it into service under its own name or trademark, whether for payment or free of charge.
AI Deployer	A natural or legal person, public authority, agency, or other body using an AI system under its authority, except when the system is used during a personal non-professional activity.
Acquia Source	The Acquia workspace at source.acquia.com where customers sign in, reach Acquia products, and use Acquia AI. Acquia Source is not the same as Acquia Source CMS.
Acquia Source CMS	The content management system (CMS), powered by Drupal, that customers build sites on. Work Mode can build and update Source CMS sites.
Advisor Mode	The Acquia AI mode that answers questions from Acquia documentation and basic information about the user's account and subscription. It runs as the signed-in user and changes nothing.
Work Mode	The Acquia AI mode that does delegated work through the agent. A person approves any change before it takes effect.
Acquia AI entitlement	The setting on an organization's subscription that decides which Acquia AI modes the organization can use. There are three entitlement levels: both modes, Advisor Mode only, or off.

3. Capabilities

Acquia AI provides two modes. A user opens Acquia AI from the Acquia Source home page, from the side panel next to any page in Acquia Source, or from the AI menu. All three open the same project and the same agent. A new conversation opens in Advisor Mode. The user switches to Work Mode in the same window.

3.1 Advisor Mode

Advisor Mode provides answers grounded in Acquia knowledge. When a customer starts a new Acquia AI conversation, Acquia Advisor is available to answer questions about Acquia products, Drupal, product documentation, common troubleshooting, and general Acquia account and support processes, and can help a customer create a support request. Advisor Mode does not make changes to a customer's applications. Advisor Mode is described in Section 4.

3.2 Work Mode

Work Mode provides a preconfigured project agent that uses assigned customer resources to perform tasks in the customer's Acquia environment. In Limited Availability, the agent can perform tasks across assigned Acquia Source CMS sites, Cloud Platform environments, Web Governance, and Acquia DAM accounts.

The agent acts through its own scoped identity (Agent role) rather than borrowing a user's permissions. It never acts automatically: all changes require human approval of a proposed plan, and publishing live requires a second, separate human approval. At this release, each account includes a single Default Project with a single project agent. Work Mode is described in Section 5.

4. Advisor Mode

4.1 Advisor Mode answers

When a customer starts a new Acquia AI conversation, Advisor Mode is available to answer questions grounded in Acquia knowledge or from account and subscription information. The customer does not need to configure an agent before asking a question.

4.2 Answer coverage

Advisor Mode answers Acquia-specific questions grounded in the Acquia knowledge base and in basic information about the user's account and subscription. The following are examples, not a complete list:

Acquia product guidance, for example "What file types does Acquia Digital Asset Management (DAM) support?"
Drupal guidance.
Product documentation questions, with related Acquia documentation shown as source cards.
General troubleshooting guidance, for example "What are common causes of a 503 on Acquia Cloud Platform?"
General Acquia account and support processes, for example how to find invoices or how to file a support ticket.
Questions about the user's own account and subscription, within the limited account information available at Limited Availability.

When Advisor returns related Acquia documentation, the service presents the documentation as source cards in the conversation. When a customer selects a card, the Acquia documentation page opens in the Acquia AI sidebar. The user stays in the conversation context.

4.4 Support handoff

When self-service guidance is not enough, Advisor points the customer to the Acquia-owned Support path. Advisor presents guidance and clickable links the customer can use to reach Support. Advisor does not create a support ticket or case on the customer's behalf. The customer contacts Support through the provided links. Support handoff does not change a customer's underlying support entitlement.

4.5 Conversation continuity

Advisor Mode preserves a customer's Acquia AI conversation history. A customer who reopens a prior conversation sees the prior thread and can continue the conversation.

4.6 What Advisor Mode does not do

Advisor Mode does not create, update, deploy, publish, delete, restart, scale, or reconfigure any customer application or infrastructure.
Advisor Mode does not reach a customer's sites, applications, or environment to diagnose a specific issue and it never reads logs. Advisor Mode answers "What are common causes of a 503 on Acquia Cloud Platform?" but does not inspect a customer site to answer "Why is my site returning 503s right now?" That diagnosis is a Work Mode task. See Section 5.5.
Advisor Mode does not use context groups, agent access, connectors, or Acquia product tools.

5. Work Mode

Availability: Work Mode is available in Limited Availability (LA) for eligible accounts. The features described in this section reflect the capabilities implemented for this release and may evolve prior to General Availability.

5.1 The Agent

The agent works on a customer's behalf. Each project has one agent at Limited Availability.

In Work Mode, the agent has its own identity:

It signs in with its own account, never as the person asking.
It belongs to the Agents team and holds the Agent role on each Acquia product. Both are fixed. An administrator cannot change them or add a second role.
It reaches only what an administrator has added to Agent access. See Section 5.3.

Because the agent has its own identity, it may be able to reach an application or site that the person asking cannot reach directly. Administrators should grant the agent access carefully and deliberately.

Creating custom or additional agents is not available at Limited Availability. See Section 6.3.

5.2 Projects

A project is the container for Work Mode. It holds the agent and resources, and controls which users in the organization can access them.

5.3 Resources

A resource is an item an agent can use to complete a task. At Limited Availability, there are three kinds:

Resource type	Description
Context	Context groups of documents, such as brand guidelines and content specifications. An administrator creates a context group for the organization, uploads files, and applies the group to the projects that need it. Supported file types are PDF, DOCX, XLS, XLSX, TXT, and MD, up to 25 MB per file. When a file is updated, the agent reads the new version. Only organization owners and administrators manage context groups.
Agent access	The Acquia applications and sites the agent can reach. An administrator adds them on the project's Agent access tab. The list starts empty. See the table below.
Connectors	Connections to systems outside Acquia. Slack is the only connector. See Section 5.4.

Agent access differs by product.

Product	What an administrator sets
Cloud Platform	Applications, added by name, and permissions. An administrator selects Edit permissions to choose each permission the Agent role holds. A default set is on when the agent is provisioned. Production permissions are off until an administrator turns them on. The Agent role is shared by every project's agent, so a change applies to all of them.
Source CMS	Sites, added by name. Source CMS has no permissions control for the agent. The agent holds the member role on a Source CMS site, not administrator.
Acquia DAM	Set inside Acquia DAM. The agent has its own DAM user, and a DAM administrator sets its access.

An application or site that is not in Agent access is invisible to the agent, whoever is asking. Adding or removing an application or site takes effect immediately. Content permissions on a Source CMS site are still set inside Source CMS.

The Context group file types are separate from the media an agent creates or places when it builds a page. See Section 5.5.

5.4 Tools and actions

The agent comes preconfigured with the capabilities it needs to work across Acquia Source CMS, Acquia Cloud Platform, Acquia Web Governance, and Acquia DAM. Customers do not add, register, or configure custom agent tools in Limited Availability. Using the preconfigured tools, the agent can perform tasks across assigned sites, analyze application metrics or logs, run web governance checks, and locate DAM assets, following the human approval model.

Slack is the only external connector that can be configured at this release to receive work review notifications. No other external third-party tools or agents can be connected in Limited Availability.

5.5 What Work Mode does in each Acquia product

Acquia Source CMS. The agent builds and updates sites in the Source CMS sites an administrator has added. Working from a user's request, the agent can:

Create and manage sites. List existing sites, view site details, and create a new Source CMS site.
Model content. Create content types, add and configure fields, and set up content workflows.
Create content. Create and update content, including pages and structured content. New content is created as a draft. Publishing is always a separate step that requires approval.
Build pages with Drupal Canvas. Create and lay out Canvas pages, add and arrange components from the design system, and build custom Canvas components when a page needs them.
Manage media. Add images, documents, and files to the site media library, and embed video. The agent uses assets stored on the site or in Acquia DAM rather than external links.
Organize taxonomy and navigation. Create taxonomy terms and vocabularies, and add pages to navigation menus.
Meet build quality standards. The agent builds pages to accessibility (Web Content Accessibility Guidelines, or WCAG, 2.1 Level AA), performance, responsive design, and brand-consistency standards.
Use context. When a context group with brand guides, design specifications, or wireframes is applied to the project, the agent uses it to inform the structure, styling, and content it creates.

Acquia Cloud Platform. The agent diagnoses slow or failing environments on the applications an administrator has added. It correlates access, error, and slow-query logs with Cloud Platform metrics. It reports whether the cause is the application or the platform, with the evidence, and recommends a fix. Raw log lines never appear in an answer. The agent does not apply the fix, change application code, or change infrastructure configuration. Applying the fix stays with the customer. When a problem presents as a live incident, the agent points the user to Support.

Acquia Web Governance. The agent checks accessibility, readability, and spelling on any publicly reachable page, whether or not Acquia AI built it. Accessibility checks cover WCAG 2.1 and 2.2 at levels A to AAA, and default to WCAG 2.1 AA unless the user asks for another standard. Each check returns a score out of 100, with 80 as the pass mark, and groups errors in plain language. The agent can suggest a fix for a reviewed set of common accessibility errors. Fixes apply only to custom components on a Source CMS site connected to Acquia AI, and only after a person approves them. The agent then re-checks the page. A low score never blocks publishing. Accessibility, readability, and spelling checks are included with Work Mode. There is nothing to add in Agent access for them.

Acquia DAM. The agent searches Acquia DAM for approved assets and returns a preview, metadata, usage rights, and links. It can place an asset in a Source CMS page. The asset stays in DAM. The agent works only within the access a DAM administrator has set for it. DAM in Work Mode is available to new DAM customers at Limited Availability. Cloud Platform customers who also use Acquia DAM can contact Acquia Support to configure it for Acquia AI.

All of this work follows the approval model in Section 5.6.

5.6 How Work Mode handles a request

Work Mode separates read requests from requests that make changes.

Requests that read or create drafts. For a request that only reads information, such as "list my sites," or that creates a draft, the agent runs the request and returns the result.
Change requests. For any request that changes something visitors would see, such as publishing, deleting, deploying, or creating a site, Acquia AI first presents a plan that describes what it will do. The agent does not make the change until a person approves the plan. The person can approve the plan, ask for a revision, or cancel. An approved plan cannot change after approval. For work with several steps, Acquia AI can pause for review so the person can verify progress before it continues. Some actions always require approval and cannot be skipped. One example is publishing a Source CMS page or site.

This human review before an agent takes an action is the human-in-the-loop governance principle. Approval is the specific step the customer takes.

Every Work Mode reply includes an activity trace. A user expands "Completed in" under a reply to see the tasks, tool calls, and results. A reviewer can check what the agent read, built, and changed before approving.

An agent works only within the resources and tools it is permitted to use, and only in the Acquia environments the customer has connected and authorized.

5.7 What Work Mode requires

Work Mode requires Limited Availability.
An agent requires a project.
An action in a customer's Acquia environment requires the customer to connect the relevant Acquia product or system as a resource and to authorize it.

6. Access and entitlements

Access to Acquia AI has three layers. The organization's entitlement sets which modes are available. An administrator decides who in the organization uses them. Each person accepts the AI user guidelines once.

Acquia AI entitlement is set on the organization's subscription. There are three levels.

Entitlement level	What the organization gets	How it is set
Both modes	Advisor Mode and Work Mode.	The default for eligible organizations.
Advisor Mode only	Advisor Mode. Work Mode is not available.	On request. Contact Acquia Support.
Off	Nobody in the organization sees Acquia AI.	On request. Contact Acquia Support.

At Limited Availability, Advisor Mode only and Off are set on request. There is no in-product switch. An organization that is notified that Acquia AI is on, and does not want to use it, can contact Acquia Support to turn it off or to keep Advisor Mode only. See Section 10.1.

Eligible organizations at Limited Availability hold one of these products:

Acquia Source CMS.
Acquia Cloud Platform, including Cloud Platform trials and Multi-Experience Operations.
Acquia Web Governance, for new customers.
Acquia DAM, for new customers. Cloud Platform customers who also use Acquia DAM can contact Acquia Support to configure DAM for Acquia AI.

Existing Acquia Web Governance, Acquia DAM, and Acquia Site Factory customers get Acquia AI in 2027.

Acquia enables eligible organizations in phases. Administrators receive an email when Acquia AI is on for their subscription.

What the agent can work with follows the products the organization already owns. A customer does not buy Acquia AI separately for each product.

6.2 Access for people

Being in the organization does not give a person access to Acquia AI. Administrators have access from the start. An administrator gives everyone else access by adding them to the project.

To give a person access, an administrator goes to AI > Users, finds the person, selects Manage projects, and adds them to the project. The person appears as a member. There is no invitation to accept. A person must already be in the organization to appear on AI > Users.

Access covers every mode the organization is entitled to. There is no way to grant one mode without the other.
Access is granted one person at a time. Granting access to an entire role at once is not available at Limited Availability.
Granting and removing access take effect immediately. Removing a person from every project removes their access to Acquia AI.
Any administrator can grant access. Both the organization owner role and the administrator role can do this.

A person who is not a member of a project does not see Acquia AI, in either mode.

6.3 First use and default project provisioning

The first time a person opens Acquia AI, they sign in at source.acquia.com with their existing Acquia ID and accept the AI user guidelines. A person accepts them once. A person who selects Deny does not get Acquia AI. There is nothing to install and no new account to create.

Acquia AI provisions one project and one agent for each entitled organization, so customers can start without manual setup. The agent's account is created automatically and is already on the Agents team. Administrators do not invite it. They add the applications and sites it can reach. Creating additional projects or agents is not available at Limited Availability.

6.4 Usage and consumption limits

Work Mode usage will be measured in usage credits. One usage credit represents a unit of prepaid value included in the organization's subscription. Advisor Mode does not use usage credits.

Usage credits are enforced at the subscription level. A customer cannot use Work Mode beyond the allocation included in their subscription. When the allocation is used up, Work Mode stops starting new work. There is no overage charge. Exceeding the allocation does not generate an additional fee, and Acquia does not bill a customer for usage beyond what their subscription includes. Work already in progress is never interrupted.

Usage credits are coming soon, shortly after Limited Availability. Acquia will update this guide with how usage credits work when they are released.

For Acquia AI pricing, customers should contact their Acquia representative.

The usage credits in this section are not the same as the "AI Credit" allocations defined in the Cloud Platform Enterprise Product Guide, section 1.4.5, which govern Acquia AI Provider usage.

7. Service boundaries

7.1 Advisor Mode boundaries

Advisor Mode provides guidance only. See Section 4.6.

7.2 Work Mode boundaries

The agent acts only on the applications and sites an administrator has added to Agent access, and only within the permissions the Agent role holds. It does not access resources outside its project. It does not make a change that visitors would see until a person approves the plan. See Section 5.6.

Work Mode does not:

Act without approval.
Change application code.
Change infrastructure configuration.
Apply the fixes it recommends from a Cloud Platform diagnosis.
Browse the web. Its only outbound access is checking the pages a user asks it to check, through Web Governance, and reaching the applications and sites in Agent access.
Open a support ticket or case.

7.3 Answer and output quality

Acquia AI generates answers and completes tasks using AI. Output may be incomplete or may not fit a customer's specific situation. Customers are responsible for reviewing output before relying on it, and for reviewing any change an agent proposes before approving it. Because Acquia AI is in Limited Availability, behavior and coverage may evolve.

7.4 Known limitations

Acquia AI is a Limited Availability release. It may contain defects or errors, may be unavailable or interrupted, and features may change. It may produce output that is inaccurate, incomplete, or not suited to a customer's specific needs.

Acquia AI is provided on an as-is and as-available basis, without warranties of any kind except as stated in the applicable agreement. It is not covered by a service-level agreement (SLA). Customers should review Acquia AI output and any proposed action before relying on it, and should not use Acquia AI for production-critical or business-critical purposes without independent review.

8. Data handling and privacy

When a customer uses Acquia AI, the following data is processed:

The user's messages and conversation content.
Conversation history and conversation metadata retained in Acquia AI.
In Advisor Mode, basic information about the user's account and subscription.
In Work Mode, the content of context groups applied to the project, and data returned by the applications, sites, and connectors in Agent access, including Cloud Platform logs and metrics for diagnosis.
Identifiers used to associate a conversation with the customer's organization and project.

8.2 How Acquia processes conversation content

Acquia AI sends user messages to an Acquia-managed backend service.

For Advisor Mode, the backend service processes the request through the Acquia knowledge service and returns the answer in the Acquia AI interface. To limit the data used to answer a question, an Advisor Mode request sends only the user's question. When a user continues a support request, Acquia AI sends only the information needed for the next step.

For Work Mode, the agent reads data from the applications and sites in Agent access using its own account. Product data stays in its source system. Acquia AI removes passwords, keys, and contact details from records before the agent receives them. The agent never sees credential values. Raw log lines never appear in an answer.

Customer data is never used to train models. Prompts are encrypted in transit and at rest. Processing and data residency are U.S. East only at Limited Availability.

8.3 Data retention

Upon request made by Customer within 7 days of termination or expiration of the Subscription Services, Acquia will make Customer Data available to Customer for export or download. At the end of such 7-day period, Acquia will delete or otherwise render inaccessible any Customer Data, unless legally prohibited. Acquia has no obligation to retain the Customer Data for Customer purposes after this 7-day post termination period.

8.4 Customer responsibilities

Customers are responsible for how they use Acquia AI and for the content they enter or upload. Use of Acquia AI is governed by the Acquia AI User Guidelines and Policy. Under those guidelines, customers should not share personal data with Acquia AI, should verify important information independently because AI output can be inaccurate or outdated, and should not rely on Acquia AI for medical, financial, legal, or other professional advice. Customers remain accountable for their use of the output and must comply with all applicable laws.

Administrators are responsible for which people they add to the project and which applications, sites, and permissions they give the agent.

Customers are solely responsible for any labelling the EU AI Act or other regulations may require for any AI-generated content they publish. That includes deciding whether a Customer's human review of the output meets Article 50(4) of the EU AI Act. For guidance on human review, see Article 50 of the EU AI Act. Customers must not intentionally remove, alter, or hide any watermarks, AI meta tags, or provenance records contained on or in Outputs.

9. Subprocessors

Acquia AI uses Acquia-managed services to generate answers and complete tasks. Advisor Mode is powered by Acquia's public documentation located at https://www.docs.acquia.com.

10. Support

10.1 Support for Acquia AI

Acquia AI is a Limited Availability release. The service-level commitments that apply to generally available Acquia products do not apply to Acquia AI in Limited Availability. See the Service Level Policy.

To contact Acquia Support about Acquia AI, use any of the following methods:

Self-ticketing. Create a ticket in the Acquia Support Portal.
Chat.
Phone. If a customer contacts Acquia Support by phone, the team opens a ticket for them. Support by telephone is limited by subscription level.

To help Acquia Support resolve an Acquia AI issue, include the following in the ticket:

The link to the conversation, copied from the browser address bar.
What the customer asked, what they expected, and what happened.
When the issue happened.
Screenshots of the issue.
The application, site, or environment involved, if any.

Do not include passwords, keys, or personal data in a ticket.

Customers also contact Acquia Support to set Advisor Mode only, to turn Acquia AI off, or to configure Acquia DAM for Acquia AI. For contact details and support resources, see Support.

10.2 Support handoff from Advisor Mode and Work Mode

Advisor Mode can guide a customer toward the Acquia-owned Support path. The support a customer receives after handoff follows the customer's existing Acquia support plan.

11. Security and compliance

11.1 Limited availability security posture

Acquia AI maintains compliance with ISO27001 and CSA STAR. Acquia AI is not within the FedRAMP or IRAP boundaries and is not configured to process CHD/PHI in compliance with PCI DSS or HIPAA.

Access to Acquia AI requires an authenticated Acquia ID login.

Acquia Source supports phishing-resistant multi-factor authentication (MFA) for Acquia ID logins. This feature supports FIDO2 (WebAuthn) authenticators, such as security keys (like YubiKey) and biometric methods (like fingerprint or facial recognition).

For details, see the Acquia ID product privacy notice.

11.3 Unified access with Acquia Source

Acquia provides Acquia Source as a unified user interface for authorized users to authenticate, view, and access Acquia's core products, add-ons, and support resources. Acquia Source is powered by Acquia ID, enabling a single sign-on (SSO) experience across the Acquia ecosystem.

11.4 Work Mode authorization

The agent acts with its own account, not the user's Acquia ID session. It holds the purpose-built Agent role on the Agents team, and never inherits a user's permissions. It reaches only the applications and sites an administrator has added to Agent access, within the permissions the Agent role holds. Removing an application, site, or permission takes effect immediately.

For Slack, Acquia AI uses the access granted when the connector is enabled. A user can turn the connector off at any time.

Acquia logs every action the agent takes. The log is internal at Limited Availability. Customers see each conversation's steps in the activity trace. See Section 5.6.

11.5 AI-generated content transparency

Acquia AI marks the text it writes into Acquia Source CMS as AI-generated. This supports the transparency rules in Article 50 of the EU AI Act. Under Article 50, Acquia is the "Provider" of Acquia AI. A customer that publishes Acquia AI output is the "Deployer" as those terms are defined by the EU AI Act.

Watermark in the text. Acquia AI generates content only with a model whose provider embeds an imperceptible watermark in its text output. Acquia AI does not change the words after the model writes them. Should customer or its end users rewrite the text, it may weaken or remove the watermark in violation of the EU AI Act and other relevant law. Acquia cannot be held liable and will not indemnify any Customer who removes and/or weakens any watermark, and the same will remain at all times Customers’ liability and responsibility.
Record on the page. When Acquia AI creates or changes more than 200 characters in total on a Source CMS page, Source CMS adds a provenance record showing that AI was used. Translations by Acquia AI count toward the total. The page includes a machine-readable AI meta tag and structured data. Later edits by a Customer do not remove the record.
Visible label. Source CMS shows readers an "AI-generated" label on pages that have the provenance record. The label is on by default for every Source CMS site. Only a site administrator can turn it off, and the setting applies to the whole site. Before the label turns off, Source CMS asks the site administrator to confirm Customer's acknowledgement that it is responsible for any labelling requirements. Source CMS logs who turned the label off and when. Turning off the label does not remove the watermark, the AI meta tag, or the provenance record.

The log of label changes is kept in Source CMS. It is separate from the Acquia AI action log described in Section 11.4.

Content that Acquia AI writes is saved as a draft. Customers must approve it before it is published. See Section 5.6.

12. Limited availability status and scope

12.1 Limited availability acknowledgment

Acquia AI, including Advisor Mode and Work Mode, is a limited availability release. It is not a generally available (GA) service and is not covered by a service-level agreement (SLA). Work Mode is available to selected participants only. Acquia provides limited access to functionality so customers can use and give feedback on early capabilities. Limited availability functionality is provided as is, without warranties beyond those stated in the applicable agreement. Acquia may change, limit, or discontinue limited availability functionality at any time.

12.2 In scope for the current release

Acquia AI is subject to the following limitations.

Access and entitlement:

An administrator grants access one person at a time. Access cannot be granted to a role or a team at once.
Setting Advisor Mode only, or turning Acquia AI off, is done on request through Acquia Support rather than in the product. See Section 6.1.

Advisor Mode:

Advisor Mode answers from Acquia documentation and account information. It does not read a customer's sites, applications, environments, or logs. See Section 4.6.

Work Mode:

Accessibility, readability, and spelling are the checks available. Search engine optimization (SEO) checks and data-protection scans are not included.
Section 7.2 states what the agent does not do.
Availability by product follows the eligibility list in Section 6.1.
Processing takes place in U.S. East only. See Section 8.2.
The AI marking in Section 11.5 covers Acquia Source CMS pages only.
Source CMS adds a provenance record only to pages where Acquia AI has written or changed more than 200 characters in total. See Section 11.5.
The AI-generated label applies to a whole site. It cannot be turned on or off for a single page.

12.3 Changes to this guide

Acquia Inc. reserves the right to change the Products and Services Guide based on prevailing market practices and the evolution of our products. Changes will not result in a degradation in the level of services provided during the period for which fees for such services have been paid.

Document ChangeLog

Date	Update
October 29, 2026	Edits to section 11.5 (Watermarks in text).
October 8, 2026	"Early Access" became "Limited Availability". "Work Mode for Early Access participants only" is removed. Section 1.1 Adds the entitlement and administrator grant in one paragraph. Section 1.3 Adds an "Acts as" row. Availability now follows entitlement plus grant, including the Advisor Mode only option. Work Mode is no longer a sandbox. Section 2.0 19 terms added: Acquia Source CMS, Acquia AI entitlement, both modes, Advisor Mode only, off, organization, administrator, member, agent, Agents team, Agent role, agent access, permission, context group, connector, plan, approval, usage credits, activity trace, AI user guidelines. Human in the loop moved from body text to a defined term. Acquia Advisor removed. Section 3.0 Adds the three entry points. Work Mode lists the four products and Slack. Section 4.0 Advisor Mode now answers from account and subscription info as well as docs. Adds "never reads logs." Section 5.1 Site builder role and default agent replaced by one agent per project with its own identity. Section 5.3 Files, Acquia, and Connectors resources replaced by Context, Agent access, and Connectors. Websites, Text, Memory, and the Settings screen removed. Section 5.5 Covers all four products. SEO removed from Source CMS build standards and site reports. Web Governance checks come with Work Mode. Cloud Platform customers contact Support to configure DAM. Section 5.6 Adds the activity trace. Drafts run at once; anything visitors would see waits for approval. Section 6.0 Rewritten around the three entitlement levels, the per-person grant, and first-use consent. Advisor Mode only and opt-out go through Acquia Support.

Date

Update

October 29, 2026

Edits to section 11.5 (Watermarks in text).

October 8, 2026

"Early Access" became "Limited Availability". "Work Mode for Early Access participants only" is removed.
Section 1.1 Adds the entitlement and administrator grant in one paragraph.
Section 1.3 Adds an "Acts as" row. Availability now follows entitlement plus grant, including the Advisor Mode only option. Work Mode is no longer a sandbox.
Section 2.0 19 terms added: Acquia Source CMS, Acquia AI entitlement, both modes, Advisor Mode only, off, organization, administrator, member, agent, Agents team, Agent role, agent access, permission, context group, connector, plan, approval, usage credits, activity trace, AI user guidelines. Human in the loop moved from body text to a defined term. Acquia Advisor removed.
Section 3.0 Adds the three entry points. Work Mode lists the four products and Slack.
Section 4.0 Advisor Mode now answers from account and subscription info as well as docs. Adds "never reads logs."
Section 5.1 Site builder role and default agent replaced by one agent per project with its own identity.
Section 5.3 Files, Acquia, and Connectors resources replaced by Context, Agent access, and Connectors. Websites, Text, Memory, and the Settings screen removed.
Section 5.5 Covers all four products. SEO removed from Source CMS build standards and site reports. Web Governance checks come with Work Mode. Cloud Platform customers contact Support to configure DAM.
Section 5.6 Adds the activity trace. Drafts run at once; anything visitors would see waits for approval.
Section 6.0 Rewritten around the three entitlement levels, the per-person grant, and first-use consent. Advisor Mode only and opt-out go through Acquia Support.

Last updated: October 29, 2026

1. Introduction

1.1 Overview

1.2 Who this guide is for

1.3 Capabilities at a glance

Last updated: October 29, 2026

1. Introduction

1.1 Overview

1.2 Who this guide is for

1.3 Capabilities at a glance

	Advisor Mode	Work Mode
Purpose	Answers questions about Acquia products, Drupal, documentation, troubleshooting, and general Acquia processes.	Proposes plans and performs tasks across connected Acquia environments.
Acts as	The signed-in user.	The agent, which has its own account. It never acts as a person.
Actions on customer environments	No. Guidance only.	Yes, across assigned Acquia Source CMS sites, Cloud Platform environments, Web Governance, and Acquia DAM.
Approval workflow	Not applicable. Advisor makes no changes.	Two human approvals required: First to approve the proposed plan or draft, and a second separate approval to publish live.
AI Credits	Does not consume AI credits.	Consumes AI credits.
Uses project resources	No.	Yes. Customer uploaded file (if applicable).
Availability	All authorized users in eligible organizations.	Limited Availability (LA) for eligible accounts.
Default in a new chat

2. Definitions and terminology

The following terms have specific meanings in this guide.

Term	Definition
Acquia AI	A set of capabilities within Acquia Source that lets teams get help and delegate work to AI agents. Includes Advisor Mode and Work Mode.
AI Provider	A natural or legal person, public authority, agency, or other body that develops an AI system or a general-purpose AI model (or has one developed) and places it on the market or puts it into service under its own name or trademark, whether for payment or free of charge.
AI Deployer	A natural or legal person, public authority, agency, or other body using an AI system under its authority, except when the system is used during a personal non-professional activity.
Acquia Source	The Acquia workspace at source.acquia.com where customers sign in, reach Acquia products, and use Acquia AI. Acquia Source is not the same as Acquia Source CMS.
Acquia Source CMS	The content management system (CMS), powered by Drupal, that customers build sites on. Work Mode can build and update Source CMS sites.
Advisor Mode	The Acquia AI mode that answers questions from Acquia documentation and basic information about the user's account and subscription. It runs as the signed-in user and changes nothing.
Work Mode	The Acquia AI mode that does delegated work through the agent. A person approves any change before it takes effect.
Acquia AI entitlement	The setting on an organization's subscription that decides which Acquia AI modes the organization can use. There are three entitlement levels: both modes, Advisor Mode only, or off.

3. Capabilities

3.1 Advisor Mode

3.2 Work Mode

4. Advisor Mode

4.1 Advisor Mode answers

4.2 Answer coverage

Acquia product guidance, for example "What file types does Acquia Digital Asset Management (DAM) support?"
Drupal guidance.
Product documentation questions, with related Acquia documentation shown as source cards.
General troubleshooting guidance, for example "What are common causes of a 503 on Acquia Cloud Platform?"
General Acquia account and support processes, for example how to find invoices or how to file a support ticket.
Questions about the user's own account and subscription, within the limited account information available at Limited Availability.

4.4 Support handoff

4.5 Conversation continuity

Advisor Mode preserves a customer's Acquia AI conversation history. A customer who reopens a prior conversation sees the prior thread and can continue the conversation.

4.6 What Advisor Mode does not do

Advisor Mode does not create, update, deploy, publish, delete, restart, scale, or reconfigure any customer application or infrastructure.
Advisor Mode does not reach a customer's sites, applications, or environment to diagnose a specific issue and it never reads logs. Advisor Mode answers "What are common causes of a 503 on Acquia Cloud Platform?" but does not inspect a customer site to answer "Why is my site returning 503s right now?" That diagnosis is a Work Mode task. See Section 5.5.
Advisor Mode does not use context groups, agent access, connectors, or Acquia product tools.

5. Work Mode

5.1 The Agent

The agent works on a customer's behalf. Each project has one agent at Limited Availability.

In Work Mode, the agent has its own identity:

It signs in with its own account, never as the person asking.
It belongs to the Agents team and holds the Agent role on each Acquia product. Both are fixed. An administrator cannot change them or add a second role.
It reaches only what an administrator has added to Agent access. See Section 5.3.

Creating custom or additional agents is not available at Limited Availability. See Section 6.3.

5.2 Projects

A project is the container for Work Mode. It holds the agent and resources, and controls which users in the organization can access them.

5.3 Resources

A resource is an item an agent can use to complete a task. At Limited Availability, there are three kinds:

Resource type	Description
Context	Context groups of documents, such as brand guidelines and content specifications. An administrator creates a context group for the organization, uploads files, and applies the group to the projects that need it. Supported file types are PDF, DOCX, XLS, XLSX, TXT, and MD, up to 25 MB per file. When a file is updated, the agent reads the new version. Only organization owners and administrators manage context groups.
Agent access	The Acquia applications and sites the agent can reach. An administrator adds them on the project's Agent access tab. The list starts empty. See the table below.
Connectors	Connections to systems outside Acquia. Slack is the only connector. See Section 5.4.

Agent access differs by product.

Product	What an administrator sets
Cloud Platform	Applications, added by name, and permissions. An administrator selects Edit permissions to choose each permission the Agent role holds. A default set is on when the agent is provisioned. Production permissions are off until an administrator turns them on. The Agent role is shared by every project's agent, so a change applies to all of them.
Source CMS	Sites, added by name. Source CMS has no permissions control for the agent. The agent holds the member role on a Source CMS site, not administrator.
Acquia DAM	Set inside Acquia DAM. The agent has its own DAM user, and a DAM administrator sets its access.

The Context group file types are separate from the media an agent creates or places when it builds a page. See Section 5.5.

5.4 Tools and actions

5.5 What Work Mode does in each Acquia product

Acquia Source CMS. The agent builds and updates sites in the Source CMS sites an administrator has added. Working from a user's request, the agent can:

Create and manage sites. List existing sites, view site details, and create a new Source CMS site.
Model content. Create content types, add and configure fields, and set up content workflows.
Create content. Create and update content, including pages and structured content. New content is created as a draft. Publishing is always a separate step that requires approval.
Build pages with Drupal Canvas. Create and lay out Canvas pages, add and arrange components from the design system, and build custom Canvas components when a page needs them.
Manage media. Add images, documents, and files to the site media library, and embed video. The agent uses assets stored on the site or in Acquia DAM rather than external links.
Organize taxonomy and navigation. Create taxonomy terms and vocabularies, and add pages to navigation menus.
Meet build quality standards. The agent builds pages to accessibility (Web Content Accessibility Guidelines, or WCAG, 2.1 Level AA), performance, responsive design, and brand-consistency standards.
Use context. When a context group with brand guides, design specifications, or wireframes is applied to the project, the agent uses it to inform the structure, styling, and content it creates.

All of this work follows the approval model in Section 5.6.

5.6 How Work Mode handles a request

Work Mode separates read requests from requests that make changes.

Requests that read or create drafts. For a request that only reads information, such as "list my sites," or that creates a draft, the agent runs the request and returns the result.
Change requests. For any request that changes something visitors would see, such as publishing, deleting, deploying, or creating a site, Acquia AI first presents a plan that describes what it will do. The agent does not make the change until a person approves the plan. The person can approve the plan, ask for a revision, or cancel. An approved plan cannot change after approval. For work with several steps, Acquia AI can pause for review so the person can verify progress before it continues. Some actions always require approval and cannot be skipped. One example is publishing a Source CMS page or site.

This human review before an agent takes an action is the human-in-the-loop governance principle. Approval is the specific step the customer takes.

An agent works only within the resources and tools it is permitted to use, and only in the Acquia environments the customer has connected and authorized.

5.7 What Work Mode requires

Work Mode requires Limited Availability.
An agent requires a project.
An action in a customer's Acquia environment requires the customer to connect the relevant Acquia product or system as a resource and to authorize it.

6. Access and entitlements

Acquia AI entitlement is set on the organization's subscription. There are three levels.

Entitlement level	What the organization gets	How it is set
Both modes	Advisor Mode and Work Mode.	The default for eligible organizations.
Advisor Mode only	Advisor Mode. Work Mode is not available.	On request. Contact Acquia Support.
Off	Nobody in the organization sees Acquia AI.	On request. Contact Acquia Support.

Eligible organizations at Limited Availability hold one of these products:

Acquia Source CMS.
Acquia Cloud Platform, including Cloud Platform trials and Multi-Experience Operations.
Acquia Web Governance, for new customers.
Acquia DAM, for new customers. Cloud Platform customers who also use Acquia DAM can contact Acquia Support to configure DAM for Acquia AI.

Existing Acquia Web Governance, Acquia DAM, and Acquia Site Factory customers get Acquia AI in 2027.

Acquia enables eligible organizations in phases. Administrators receive an email when Acquia AI is on for their subscription.

What the agent can work with follows the products the organization already owns. A customer does not buy Acquia AI separately for each product.

6.2 Access for people

Being in the organization does not give a person access to Acquia AI. Administrators have access from the start. An administrator gives everyone else access by adding them to the project.

Access covers every mode the organization is entitled to. There is no way to grant one mode without the other.
Access is granted one person at a time. Granting access to an entire role at once is not available at Limited Availability.
Granting and removing access take effect immediately. Removing a person from every project removes their access to Acquia AI.
Any administrator can grant access. Both the organization owner role and the administrator role can do this.

A person who is not a member of a project does not see Acquia AI, in either mode.

6.3 First use and default project provisioning

6.4 Usage and consumption limits

Work Mode usage will be measured in usage credits. One usage credit represents a unit of prepaid value included in the organization's subscription. Advisor Mode does not use usage credits.

Usage credits are coming soon, shortly after Limited Availability. Acquia will update this guide with how usage credits work when they are released.

For Acquia AI pricing, customers should contact their Acquia representative.

The usage credits in this section are not the same as the "AI Credit" allocations defined in the Cloud Platform Enterprise Product Guide, section 1.4.5, which govern Acquia AI Provider usage.

7. Service boundaries

7.1 Advisor Mode boundaries

Advisor Mode provides guidance only. See Section 4.6.

7.2 Work Mode boundaries

Work Mode does not:

Act without approval.
Change application code.
Change infrastructure configuration.
Apply the fixes it recommends from a Cloud Platform diagnosis.
Browse the web. Its only outbound access is checking the pages a user asks it to check, through Web Governance, and reaching the applications and sites in Agent access.
Open a support ticket or case.

7.3 Answer and output quality

7.4 Known limitations

8. Data handling and privacy

When a customer uses Acquia AI, the following data is processed:

The user's messages and conversation content.
Conversation history and conversation metadata retained in Acquia AI.
In Advisor Mode, basic information about the user's account and subscription.
In Work Mode, the content of context groups applied to the project, and data returned by the applications, sites, and connectors in Agent access, including Cloud Platform logs and metrics for diagnosis.
Identifiers used to associate a conversation with the customer's organization and project.

8.2 How Acquia processes conversation content

Acquia AI sends user messages to an Acquia-managed backend service.

Customer data is never used to train models. Prompts are encrypted in transit and at rest. Processing and data residency are U.S. East only at Limited Availability.

8.3 Data retention

8.4 Customer responsibilities

Administrators are responsible for which people they add to the project and which applications, sites, and permissions they give the agent.

9. Subprocessors

Acquia AI uses Acquia-managed services to generate answers and complete tasks. Advisor Mode is powered by Acquia's public documentation located at https://www.docs.acquia.com.

10. Support

10.1 Support for Acquia AI

To contact Acquia Support about Acquia AI, use any of the following methods:

Self-ticketing. Create a ticket in the Acquia Support Portal.
Chat.
Phone. If a customer contacts Acquia Support by phone, the team opens a ticket for them. Support by telephone is limited by subscription level.

To help Acquia Support resolve an Acquia AI issue, include the following in the ticket:

The link to the conversation, copied from the browser address bar.
What the customer asked, what they expected, and what happened.
When the issue happened.
Screenshots of the issue.
The application, site, or environment involved, if any.

Do not include passwords, keys, or personal data in a ticket.

Customers also contact Acquia Support to set Advisor Mode only, to turn Acquia AI off, or to configure Acquia DAM for Acquia AI. For contact details and support resources, see Support.

10.2 Support handoff from Advisor Mode and Work Mode

Advisor Mode can guide a customer toward the Acquia-owned Support path. The support a customer receives after handoff follows the customer's existing Acquia support plan.

11. Security and compliance

11.1 Limited availability security posture

Acquia AI maintains compliance with ISO27001 and CSA STAR. Acquia AI is not within the FedRAMP or IRAP boundaries and is not configured to process CHD/PHI in compliance with PCI DSS or HIPAA.

Access to Acquia AI requires an authenticated Acquia ID login.

For details, see the Acquia ID product privacy notice.

11.3 Unified access with Acquia Source

11.4 Work Mode authorization

For Slack, Acquia AI uses the access granted when the connector is enabled. A user can turn the connector off at any time.

Acquia logs every action the agent takes. The log is internal at Limited Availability. Customers see each conversation's steps in the activity trace. See Section 5.6.

11.5 AI-generated content transparency

Watermark in the text. Acquia AI generates content only with a model whose provider embeds an imperceptible watermark in its text output. Acquia AI does not change the words after the model writes them. Should customer or its end users rewrite the text, it may weaken or remove the watermark in violation of the EU AI Act and other relevant law. Acquia cannot be held liable and will not indemnify any Customer who removes and/or weakens any watermark, and the same will remain at all times Customers’ liability and responsibility.
Record on the page. When Acquia AI creates or changes more than 200 characters in total on a Source CMS page, Source CMS adds a provenance record showing that AI was used. Translations by Acquia AI count toward the total. The page includes a machine-readable AI meta tag and structured data. Later edits by a Customer do not remove the record.
Visible label. Source CMS shows readers an "AI-generated" label on pages that have the provenance record. The label is on by default for every Source CMS site. Only a site administrator can turn it off, and the setting applies to the whole site. Before the label turns off, Source CMS asks the site administrator to confirm Customer's acknowledgement that it is responsible for any labelling requirements. Source CMS logs who turned the label off and when. Turning off the label does not remove the watermark, the AI meta tag, or the provenance record.

The log of label changes is kept in Source CMS. It is separate from the Acquia AI action log described in Section 11.4.

Content that Acquia AI writes is saved as a draft. Customers must approve it before it is published. See Section 5.6.

12. Limited availability status and scope

12.1 Limited availability acknowledgment

12.2 In scope for the current release

Acquia AI is subject to the following limitations.

Access and entitlement:

An administrator grants access one person at a time. Access cannot be granted to a role or a team at once.
Setting Advisor Mode only, or turning Acquia AI off, is done on request through Acquia Support rather than in the product. See Section 6.1.

Advisor Mode:

Advisor Mode answers from Acquia documentation and account information. It does not read a customer's sites, applications, environments, or logs. See Section 4.6.

Work Mode:

Accessibility, readability, and spelling are the checks available. Search engine optimization (SEO) checks and data-protection scans are not included.
Section 7.2 states what the agent does not do.
Availability by product follows the eligibility list in Section 6.1.
Processing takes place in U.S. East only. See Section 8.2.
The AI marking in Section 11.5 covers Acquia Source CMS pages only.
Source CMS adds a provenance record only to pages where Acquia AI has written or changed more than 200 characters in total. See Section 11.5.
The AI-generated label applies to a whole site. It cannot be turned on or off for a single page.

12.3 Changes to this guide

Document ChangeLog

Date	Update
October 29, 2026	Edits to section 11.5 (Watermarks in text).
October 8, 2026	"Early Access" became "Limited Availability". "Work Mode for Early Access participants only" is removed. Section 1.1 Adds the entitlement and administrator grant in one paragraph. Section 1.3 Adds an "Acts as" row. Availability now follows entitlement plus grant, including the Advisor Mode only option. Work Mode is no longer a sandbox. Section 2.0 19 terms added: Acquia Source CMS, Acquia AI entitlement, both modes, Advisor Mode only, off, organization, administrator, member, agent, Agents team, Agent role, agent access, permission, context group, connector, plan, approval, usage credits, activity trace, AI user guidelines. Human in the loop moved from body text to a defined term. Acquia Advisor removed. Section 3.0 Adds the three entry points. Work Mode lists the four products and Slack. Section 4.0 Advisor Mode now answers from account and subscription info as well as docs. Adds "never reads logs." Section 5.1 Site builder role and default agent replaced by one agent per project with its own identity. Section 5.3 Files, Acquia, and Connectors resources replaced by Context, Agent access, and Connectors. Websites, Text, Memory, and the Settings screen removed. Section 5.5 Covers all four products. SEO removed from Source CMS build standards and site reports. Web Governance checks come with Work Mode. Cloud Platform customers contact Support to configure DAM. Section 5.6 Adds the activity trace. Drafts run at once; anything visitors would see waits for approval. Section 6.0 Rewritten around the three entitlement levels, the per-person grant, and first-use consent. Advisor Mode only and opt-out go through Acquia Support.

Date

Update

October 29, 2026

Edits to section 11.5 (Watermarks in text).

October 8, 2026

"Early Access" became "Limited Availability". "Work Mode for Early Access participants only" is removed.
Section 1.1 Adds the entitlement and administrator grant in one paragraph.
Section 1.3 Adds an "Acts as" row. Availability now follows entitlement plus grant, including the Advisor Mode only option. Work Mode is no longer a sandbox.
Section 2.0 19 terms added: Acquia Source CMS, Acquia AI entitlement, both modes, Advisor Mode only, off, organization, administrator, member, agent, Agents team, Agent role, agent access, permission, context group, connector, plan, approval, usage credits, activity trace, AI user guidelines. Human in the loop moved from body text to a defined term. Acquia Advisor removed.
Section 3.0 Adds the three entry points. Work Mode lists the four products and Slack.
Section 4.0 Advisor Mode now answers from account and subscription info as well as docs. Adds "never reads logs."
Section 5.1 Site builder role and default agent replaced by one agent per project with its own identity.
Section 5.3 Files, Acquia, and Connectors resources replaced by Context, Agent access, and Connectors. Websites, Text, Memory, and the Settings screen removed.
Section 5.5 Covers all four products. SEO removed from Source CMS build standards and site reports. Web Governance checks come with Work Mode. Cloud Platform customers contact Support to configure DAM.
Section 5.6 Adds the activity trace. Drafts run at once; anything visitors would see waits for approval.
Section 6.0 Rewritten around the three entitlement levels, the per-person grant, and first-use consent. Advisor Mode only and opt-out go through Acquia Support.

	Advisor Mode	Work Mode
Purpose	Answers questions about Acquia products, Drupal, documentation, troubleshooting, and general Acquia processes.	Proposes plans and performs tasks across connected Acquia environments.
Acts as	The signed-in user.	The agent, which has its own account. It never acts as a person.
Actions on customer environments	No. Guidance only.	Yes, across assigned Acquia Source CMS sites, Cloud Platform environments, Web Governance, and Acquia DAM.
Approval workflow	Not applicable. Advisor makes no changes.	Two human approvals required: First to approve the proposed plan or draft, and a second separate approval to publish live.
AI Credits	Does not consume AI credits.	Consumes AI credits.
Uses project resources	No.	Yes. Customer uploaded file (if applicable).
Availability	All authorized users in eligible organizations.	Limited Availability (LA) for eligible accounts.
Default in a new chat	Acquia Advisor is available to answer questions grounded in Acquia knowledge.	A customer selects a Work agent.

2. Definitions and terminology

The following terms have specific meanings in this guide.

Term	Definition
Acquia AI	A set of capabilities within Acquia Source that lets teams get help and delegate work to AI agents. Includes Advisor Mode and Work Mode.
AI Provider	A natural or legal person, public authority, agency, or other body that develops an AI system or a general-purpose AI model (or has one developed) and places it on the market or puts it into service under its own name or trademark, whether for payment or free of charge.
AI Deployer	A natural or legal person, public authority, agency, or other body using an AI system under its authority, except when the system is used during a personal non-professional activity.
Acquia Source	The Acquia workspace at source.acquia.com where customers sign in, reach Acquia products, and use Acquia AI. Acquia Source is not the same as Acquia Source CMS.
Acquia Source CMS	The content management system (CMS), powered by Drupal, that customers build sites on. Work Mode can build and update Source CMS sites.
Advisor Mode	The Acquia AI mode that answers questions from Acquia documentation and basic information about the user's account and subscription. It runs as the signed-in user and changes nothing.
Work Mode	The Acquia AI mode that does delegated work through the agent. A person approves any change before it takes effect.
Acquia AI entitlement	The setting on an organization's subscription that decides which Acquia AI modes the organization can use. There are three entitlement levels: both modes, Advisor Mode only, or off.
Both modes	The default entitlement level. The organization can use Advisor Mode and Work Mode.
Advisor Mode only	An entitlement level that an organization requests by contacting Acquia Support. People with access can use Advisor Mode. Work Mode is not available.
Organization	The customer's Acquia Cloud organization. Everyone in it is listed on AI > Users. Being listed does not give a person access to Acquia AI.
Administrator	A person in the organization who holds the organization owner role or the administrator role. Administrators have access to Acquia AI from the start, and they grant access to everyone else.
Project	The unit of access in Acquia AI. A project holds the people, the agent, the conversations, context, agent access, and connectors. Adding a person to a project gives them access to Acquia AI. Each organization has one project at Limited Availability.
Member	A person an administrator has added to a project. A member can use every mode the organization is entitled to.
Agent	The entity that responds in an Acquia AI conversation and does Work Mode tasks. In Work Mode it signs in with its own account, never a person's. It belongs to the Agents team and holds the Agent role. Each project has one agent at Limited Availability.
Agents team	The team the agent belongs to in each Acquia product. Administrators cannot change it.
Agent role	A role built for the agent rather than borrowed from a person. The agent never inherits a user's permissions. Administrators cannot change the agent's role, but on Cloud Platform they can change which permissions the Agent role holds.
Agent access	The applications and sites an administrator adds for the agent, plus its Cloud Platform permissions. The list starts empty. The agent cannot see anything that is not on it.
Permission	A single action the Agent role allows on Cloud Platform, such as managing cron tasks on non-production environments. Each permission is turned on or off individually.
Context group	A named, reusable set of documents, such as brand guidelines, that an administrator uploads once for the organization and applies to projects. The agent reads it when a task needs it.
Connector	A connection from Acquia AI to a system outside Acquia. Slack is the only connector at Limited Availability.
Plan	The steps the agent proposes before it makes a change. A person approves the plan, asks for a revision, or cancels.
Approval	The step a person takes to let the agent carry out a plan or publish content.
Usage credits	The unit that will measure Work Mode usage. One usage credit represents a unit of prepaid value included in the organization's subscription. Usage credits are enforced at the subscription level, and there is no overage charge. Usage credits are coming soon. See Section 6.4.
Human in the loop	The governance principle that a person reviews and approves an agent's change before it takes effect.
Activity trace	The record under each Work Mode reply that shows the steps the agent took, the tools it called, and what each step returned.
AI user guidelines	The terms each person accepts the first time they open Acquia AI. A person who selects Deny does not get Acquia AI.
Conversation	A single interaction thread between a user and an agent. A conversation starts when a user sends a request and ends when the user closes it or starts a new one.
Conversation history	The record of a project's Acquia AI conversations, retained so a user can return to a prior thread. Project members can see the project's conversations.
EU AI Act	The European Union Artificial Intelligence Act. Article 50 sets transparency rules for AI-generated content. See Section 11.5
Watermark	An imperceptible signal that a model provider embeds in the text a model writes. It marks the text as AI-generated without changing how it reads. See Section 11.5.
Provenance record	The record Source CMS adds to a page once Acquia AI has written or changed more than 200 characters of text on it in total. It includes an AI meta tag and structured data in the page HTML. See Section 11.5.
AI-generated label	The visible notice Source CMS shows readers on pages that have a provenance record. It is on by default and applies to a whole site. See Section 11.5

4.1 Advisor Mode answers

Acquia product guidance, for example "What file types does Acquia Digital Asset Management (DAM) support?"
Drupal guidance.
Product documentation questions, with related Acquia documentation shown as source cards.
General troubleshooting guidance, for example "What are common causes of a 503 on Acquia Cloud Platform?"
General Acquia account and support processes, for example how to find invoices or how to file a support ticket.
Questions about the user's own account and subscription, within the limited account information available at Limited Availability.

4.5 Conversation continuity

Advisor Mode preserves a customer's Acquia AI conversation history. A customer who reopens a prior conversation sees the prior thread and can continue the conversation.

4.6 What Advisor Mode does not do

Advisor Mode does not create, update, deploy, publish, delete, restart, scale, or reconfigure any customer application or infrastructure.
Advisor Mode does not reach a customer's sites, applications, or environment to diagnose a specific issue and it never reads logs. Advisor Mode answers "What are common causes of a 503 on Acquia Cloud Platform?" but does not inspect a customer site to answer "Why is my site returning 503s right now?" That diagnosis is a Work Mode task. See Section 5.5.
Advisor Mode does not use context groups, agent access, connectors, or Acquia product tools.

The agent works on a customer's behalf. Each project has one agent at Limited Availability.

In Work Mode, the agent has its own identity:

It signs in with its own account, never as the person asking.
It belongs to the Agents team and holds the Agent role on each Acquia product. Both are fixed. An administrator cannot change them or add a second role.
It reaches only what an administrator has added to Agent access. See Section 5.3.

Creating custom or additional agents is not available at Limited Availability. See Section 6.3.

A project is the container for Work Mode. It holds the agent and resources, and controls which users in the organization can access them.

A resource is an item an agent can use to complete a task. At Limited Availability, there are three kinds:

Resource type	Description
Context	Context groups of documents, such as brand guidelines and content specifications. An administrator creates a context group for the organization, uploads files, and applies the group to the projects that need it. Supported file types are PDF, DOCX, XLS, XLSX, TXT, and MD, up to 25 MB per file. When a file is updated, the agent reads the new version. Only organization owners and administrators manage context groups.
Agent access	The Acquia applications and sites the agent can reach. An administrator adds them on the project's Agent access tab. The list starts empty. See the table below.
Connectors	Connections to systems outside Acquia. Slack is the only connector. See Section 5.4.

Agent access differs by product.

Product	What an administrator sets
Cloud Platform	Applications, added by name, and permissions. An administrator selects Edit permissions to choose each permission the Agent role holds. A default set is on when the agent is provisioned. Production permissions are off until an administrator turns them on. The Agent role is shared by every project's agent, so a change applies to all of them.
Source CMS	Sites, added by name. Source CMS has no permissions control for the agent. The agent holds the member role on a Source CMS site, not administrator.
Acquia DAM	Set inside Acquia DAM. The agent has its own DAM user, and a DAM administrator sets its access.

The Context group file types are separate from the media an agent creates or places when it builds a page. See Section 5.5.

5.4 Tools and actions

5.5 What Work Mode does in each Acquia product

Acquia Source CMS. The agent builds and updates sites in the Source CMS sites an administrator has added. Working from a user's request, the agent can:

Create and manage sites. List existing sites, view site details, and create a new Source CMS site.
Model content. Create content types, add and configure fields, and set up content workflows.
Create content. Create and update content, including pages and structured content. New content is created as a draft. Publishing is always a separate step that requires approval.
Build pages with Drupal Canvas. Create and lay out Canvas pages, add and arrange components from the design system, and build custom Canvas components when a page needs them.
Manage media. Add images, documents, and files to the site media library, and embed video. The agent uses assets stored on the site or in Acquia DAM rather than external links.
Organize taxonomy and navigation. Create taxonomy terms and vocabularies, and add pages to navigation menus.
Meet build quality standards. The agent builds pages to accessibility (Web Content Accessibility Guidelines, or WCAG, 2.1 Level AA), performance, responsive design, and brand-consistency standards.
Use context. When a context group with brand guides, design specifications, or wireframes is applied to the project, the agent uses it to inform the structure, styling, and content it creates.

All of this work follows the approval model in Section 5.6.

5.6 How Work Mode handles a request

Work Mode separates read requests from requests that make changes.

Requests that read or create drafts. For a request that only reads information, such as "list my sites," or that creates a draft, the agent runs the request and returns the result.
Change requests. For any request that changes something visitors would see, such as publishing, deleting, deploying, or creating a site, Acquia AI first presents a plan that describes what it will do. The agent does not make the change until a person approves the plan. The person can approve the plan, ask for a revision, or cancel. An approved plan cannot change after approval. For work with several steps, Acquia AI can pause for review so the person can verify progress before it continues. Some actions always require approval and cannot be skipped. One example is publishing a Source CMS page or site.

This human review before an agent takes an action is the human-in-the-loop governance principle. Approval is the specific step the customer takes.

An agent works only within the resources and tools it is permitted to use, and only in the Acquia environments the customer has connected and authorized.

5.7 What Work Mode requires

Work Mode requires Limited Availability.
An agent requires a project.
An action in a customer's Acquia environment requires the customer to connect the relevant Acquia product or system as a resource and to authorize it.

6. Access and entitlements

Acquia AI entitlement is set on the organization's subscription. There are three levels.

Entitlement level	What the organization gets	How it is set
Both modes	Advisor Mode and Work Mode.	The default for eligible organizations.
Advisor Mode only	Advisor Mode. Work Mode is not available.	On request. Contact Acquia Support.
Off	Nobody in the organization sees Acquia AI.	On request. Contact Acquia Support.

Eligible organizations at Limited Availability hold one of these products:

Acquia Source CMS.
Acquia Cloud Platform, including Cloud Platform trials and Multi-Experience Operations.
Acquia Web Governance, for new customers.
Acquia DAM, for new customers. Cloud Platform customers who also use Acquia DAM can contact Acquia Support to configure DAM for Acquia AI.

Existing Acquia Web Governance, Acquia DAM, and Acquia Site Factory customers get Acquia AI in 2027.

Acquia enables eligible organizations in phases. Administrators receive an email when Acquia AI is on for their subscription.

What the agent can work with follows the products the organization already owns. A customer does not buy Acquia AI separately for each product.

6.2 Access for people

Being in the organization does not give a person access to Acquia AI. Administrators have access from the start. An administrator gives everyone else access by adding them to the project.

Access covers every mode the organization is entitled to. There is no way to grant one mode without the other.
Access is granted one person at a time. Granting access to an entire role at once is not available at Limited Availability.
Granting and removing access take effect immediately. Removing a person from every project removes their access to Acquia AI.
Any administrator can grant access. Both the organization owner role and the administrator role can do this.

A person who is not a member of a project does not see Acquia AI, in either mode.

6.3 First use and default project provisioning

6.4 Usage and consumption limits

Work Mode usage will be measured in usage credits. One usage credit represents a unit of prepaid value included in the organization's subscription. Advisor Mode does not use usage credits.

Usage credits are coming soon, shortly after Limited Availability. Acquia will update this guide with how usage credits work when they are released.

For Acquia AI pricing, customers should contact their Acquia representative.

The usage credits in this section are not the same as the "AI Credit" allocations defined in the Cloud Platform Enterprise Product Guide, section 1.4.5, which govern Acquia AI Provider usage.

7. Service boundaries

7.1 Advisor Mode boundaries

Advisor Mode provides guidance only. See Section 4.6.

7.2 Work Mode boundaries

Act without approval.
Change application code.
Change infrastructure configuration.
Apply the fixes it recommends from a Cloud Platform diagnosis.
Browse the web. Its only outbound access is checking the pages a user asks it to check, through Web Governance, and reaching the applications and sites in Agent access.
Open a support ticket or case.

7.3 Answer and output quality

7.4 Known limitations

8. Data handling and privacy

When a customer uses Acquia AI, the following data is processed:

The user's messages and conversation content.
Conversation history and conversation metadata retained in Acquia AI.
In Advisor Mode, basic information about the user's account and subscription.
In Work Mode, the content of context groups applied to the project, and data returned by the applications, sites, and connectors in Agent access, including Cloud Platform logs and metrics for diagnosis.
Identifiers used to associate a conversation with the customer's organization and project.

8.2 How Acquia processes conversation content

Acquia AI sends user messages to an Acquia-managed backend service.

Customer data is never used to train models. Prompts are encrypted in transit and at rest. Processing and data residency are U.S. East only at Limited Availability.

8.4 Customer responsibilities

Administrators are responsible for which people they add to the project and which applications, sites, and permissions they give the agent.

Acquia AI uses Acquia-managed services to generate answers and complete tasks. Advisor Mode is powered by Acquia's public documentation located at https://www.docs.acquia.com.

10.1 Support for Acquia AI

To contact Acquia Support about Acquia AI, use any of the following methods:

Self-ticketing. Create a ticket in the Acquia Support Portal.
Chat.
Phone. If a customer contacts Acquia Support by phone, the team opens a ticket for them. Support by telephone is limited by subscription level.

To help Acquia Support resolve an Acquia AI issue, include the following in the ticket:

The link to the conversation, copied from the browser address bar.
What the customer asked, what they expected, and what happened.
When the issue happened.
Screenshots of the issue.
The application, site, or environment involved, if any.

Do not include passwords, keys, or personal data in a ticket.

Customers also contact Acquia Support to set Advisor Mode only, to turn Acquia AI off, or to configure Acquia DAM for Acquia AI. For contact details and support resources, see Support.

10.2 Support handoff from Advisor Mode and Work Mode

Advisor Mode can guide a customer toward the Acquia-owned Support path. The support a customer receives after handoff follows the customer's existing Acquia support plan.

11. Security and compliance

11.1 Limited availability security posture

Acquia AI maintains compliance with ISO27001 and CSA STAR. Acquia AI is not within the FedRAMP or IRAP boundaries and is not configured to process CHD/PHI in compliance with PCI DSS or HIPAA.

Access to Acquia AI requires an authenticated Acquia ID login.

For details, see the Acquia ID product privacy notice.

11.3 Unified access with Acquia Source

11.4 Work Mode authorization

For Slack, Acquia AI uses the access granted when the connector is enabled. A user can turn the connector off at any time.

Acquia logs every action the agent takes. The log is internal at Limited Availability. Customers see each conversation's steps in the activity trace. See Section 5.6.

11.5 AI-generated content transparency

Watermark in the text. Acquia AI generates content only with a model whose provider embeds an imperceptible watermark in its text output. Acquia AI does not change the words after the model writes them. Should customer or its end users rewrite the text, it may weaken or remove the watermark in violation of the EU AI Act and other relevant law. Acquia cannot be held liable and will not indemnify any Customer who removes and/or weakens any watermark, and the same will remain at all times Customers’ liability and responsibility.
Record on the page. When Acquia AI creates or changes more than 200 characters in total on a Source CMS page, Source CMS adds a provenance record showing that AI was used. Translations by Acquia AI count toward the total. The page includes a machine-readable AI meta tag and structured data. Later edits by a Customer do not remove the record.
Visible label. Source CMS shows readers an "AI-generated" label on pages that have the provenance record. The label is on by default for every Source CMS site. Only a site administrator can turn it off, and the setting applies to the whole site. Before the label turns off, Source CMS asks the site administrator to confirm Customer's acknowledgement that it is responsible for any labelling requirements. Source CMS logs who turned the label off and when. Turning off the label does not remove the watermark, the AI meta tag, or the provenance record.

The log of label changes is kept in Source CMS. It is separate from the Acquia AI action log described in Section 11.4.

Content that Acquia AI writes is saved as a draft. Customers must approve it before it is published. See Section 5.6.

12. Limited availability status and scope

12.1 Limited availability acknowledgment

12.2 In scope for the current release

Acquia AI is subject to the following limitations.

Access and entitlement:

An administrator grants access one person at a time. Access cannot be granted to a role or a team at once.
Setting Advisor Mode only, or turning Acquia AI off, is done on request through Acquia Support rather than in the product. See Section 6.1.

Advisor Mode answers from Acquia documentation and account information. It does not read a customer's sites, applications, environments, or logs. See Section 4.6.

Accessibility, readability, and spelling are the checks available. Search engine optimization (SEO) checks and data-protection scans are not included.
Section 7.2 states what the agent does not do.
Availability by product follows the eligibility list in Section 6.1.
Processing takes place in U.S. East only. See Section 8.2.
The AI marking in Section 11.5 covers Acquia Source CMS pages only.
Source CMS adds a provenance record only to pages where Acquia AI has written or changed more than 200 characters in total. See Section 11.5.
The AI-generated label applies to a whole site. It cannot be turned on or off for a single page.

12.3 Changes to this guide

Date	Update
October 29, 2026	Edits to section 11.5 (Watermarks in text).
October 8, 2026	"Early Access" became "Limited Availability". "Work Mode for Early Access participants only" is removed. Section 1.1 Adds the entitlement and administrator grant in one paragraph. Section 1.3 Adds an "Acts as" row. Availability now follows entitlement plus grant, including the Advisor Mode only option. Work Mode is no longer a sandbox. Section 2.0 19 terms added: Acquia Source CMS, Acquia AI entitlement, both modes, Advisor Mode only, off, organization, administrator, member, agent, Agents team, Agent role, agent access, permission, context group, connector, plan, approval, usage credits, activity trace, AI user guidelines. Human in the loop moved from body text to a defined term. Acquia Advisor removed. Section 3.0 Adds the three entry points. Work Mode lists the four products and Slack. Section 4.0 Advisor Mode now answers from account and subscription info as well as docs. Adds "never reads logs." Section 5.1 Site builder role and default agent replaced by one agent per project with its own identity. Section 5.3 Files, Acquia, and Connectors resources replaced by Context, Agent access, and Connectors. Websites, Text, Memory, and the Settings screen removed. Section 5.5 Covers all four products. SEO removed from Source CMS build standards and site reports. Web Governance checks come with Work Mode. Cloud Platform customers contact Support to configure DAM. Section 5.6 Adds the activity trace. Drafts run at once; anything visitors would see waits for approval. Section 6.0 Rewritten around the three entitlement levels, the per-person grant, and first-use consent. Advisor Mode only and opt-out go through Acquia Support. Section 6.4 Retitled ‘Usage and consumption limits’ from ‘Cost and billing.’ Usage credits are coming soon. Section 7.2 Adds the Work Mode does not do Section 8.1, 8.2 Adds Work Mode data handling, no training, and U.S. East only residency. Section 8.4 New paragraph. Customers own any EU AI Act labelling for content they publish, including after they turn off the label. Bans intentional removal of watermarks, AI-origin metadata, or provenance records, as set out in the AI User Guidelines and Policy. Ordinary editing is not a violation. Section 10.1 Adds the standard Support contact process from the docs.acquia.com Support page, and what to include in an Acquia AI ticket. The SLA sentence now links to the Service Level Policy and says the generally available service-level commitments do not apply at Limited Availability. Section 11.1 Compliance now says none held, ISO 27001 and SOC 2 Type 1 planned. Section 11.4 Corrected. The agent acts with its own account, not "under the customer's authenticated Acquia ID session." Section 11.5 New paragraph. Describes AI-content marking, the provenance record, and the optional label. Section 12.2, 12.3 Rebuilt for LA scope. "First-use AI disclosure notice" and "organization-level opt-out" move to in scope. Section 12.3 New paragraph. Adds the standard Acquia change-of-guide paragraph used in the Cloud Platform product guides.

Date

Update

October 29, 2026

Edits to section 11.5 (Watermarks in text).

October 8, 2026

"Early Access" became "Limited Availability". "Work Mode for Early Access participants only" is removed.
Section 1.1 Adds the entitlement and administrator grant in one paragraph.
Section 1.3 Adds an "Acts as" row. Availability now follows entitlement plus grant, including the Advisor Mode only option. Work Mode is no longer a sandbox.
Section 2.0 19 terms added: Acquia Source CMS, Acquia AI entitlement, both modes, Advisor Mode only, off, organization, administrator, member, agent, Agents team, Agent role, agent access, permission, context group, connector, plan, approval, usage credits, activity trace, AI user guidelines. Human in the loop moved from body text to a defined term. Acquia Advisor removed.
Section 3.0 Adds the three entry points. Work Mode lists the four products and Slack.
Section 4.0 Advisor Mode now answers from account and subscription info as well as docs. Adds "never reads logs."
Section 5.1 Site builder role and default agent replaced by one agent per project with its own identity.
Section 5.3 Files, Acquia, and Connectors resources replaced by Context, Agent access, and Connectors. Websites, Text, Memory, and the Settings screen removed.
Section 5.5 Covers all four products. SEO removed from Source CMS build standards and site reports. Web Governance checks come with Work Mode. Cloud Platform customers contact Support to configure DAM.
Section 5.6 Adds the activity trace. Drafts run at once; anything visitors would see waits for approval.
Section 6.0 Rewritten around the three entitlement levels, the per-person grant, and first-use consent. Advisor Mode only and opt-out go through Acquia Support.
Section 6.4 Retitled ‘Usage and consumption limits’ from ‘Cost and billing.’ Usage credits are coming soon.
Section 7.2 Adds the Work Mode does not do
Section 8.1, 8.2 Adds Work Mode data handling, no training, and U.S. East only residency.
Section 8.4 New paragraph. Customers own any EU AI Act labelling for content they publish, including after they turn off the label. Bans intentional removal of watermarks, AI-origin metadata, or provenance records, as set out in the AI User Guidelines and Policy. Ordinary editing is not a violation.
Section 10.1 Adds the standard Support contact process from the docs.acquia.com Support page, and what to include in an Acquia AI ticket. The SLA sentence now links to the Service Level Policy and says the generally available service-level commitments do not apply at Limited Availability.
Section 11.1 Compliance now says none held, ISO 27001 and SOC 2 Type 1 planned.
Section 11.4 Corrected. The agent acts with its own account, not "under the customer's authenticated Acquia ID session."
Section 11.5 New paragraph. Describes AI-content marking, the provenance record, and the optional label.
Section 12.2, 12.3 Rebuilt for LA scope. "First-use AI disclosure notice" and "organization-level opt-out" move to in scope.
Section 12.3 New paragraph. Adds the standard Acquia change-of-guide paragraph used in the Cloud Platform product guides.

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Section 6.4 Retitled ‘Usage and consumption limits’ from ‘Cost and billing.’ Usage credits are coming soon.

Section 7.2 Adds the Work Mode does not do

Section 8.1, 8.2 Adds Work Mode data handling, no training, and U.S. East only residency.

Section 8.4 New paragraph. Customers own any EU AI Act labelling for content they publish, including after they turn off the label. Bans intentional removal of watermarks, AI-origin metadata, or provenance records, as set out in the AI User Guidelines and Policy. Ordinary editing is not a violation.

Section 10.1 Adds the standard Support contact process from the docs.acquia.com Support page, and what to include in an Acquia AI ticket. The SLA sentence now links to the Service Level Policy and says the generally available service-level commitments do not apply at Limited Availability.

Section 11.1 Compliance now says none held, ISO 27001 and SOC 2 Type 1 planned.

Section 11.4 Corrected. The agent acts with its own account, not "under the customer's authenticated Acquia ID session."

Section 11.5 New paragraph. Describes AI-content marking, the provenance record, and the optional label.

Section 12.2, 12.3 Rebuilt for LA scope. "First-use AI disclosure notice" and "organization-level opt-out" move to in scope.

Section 12.3 New paragraph. Adds the standard Acquia change-of-guide paragraph used in the Cloud Platform product guides.

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Acquia AI Product Guide

1. Introduction

1.1 Overview

1.2 Who this guide is for

1.3 Capabilities at a glance

2. Definitions and terminology

3. Capabilities

3.1 Advisor Mode

3.2 Work Mode

4. Advisor Mode

4.1 Advisor Mode answers

4.2 Answer coverage

4.3 Related documentation

4.4 Support handoff

4.5 Conversation continuity

4.6 What Advisor Mode does not do

5. Work Mode

5.1 The Agent

5.2 Projects

5.3 Resources

5.4 Tools and actions

5.5 What Work Mode does in each Acquia product

5.6 How Work Mode handles a request

5.7 What Work Mode requires

6. Access and entitlements

6.2 Access for people

6.3 First use and default project provisioning

6.4 Usage and consumption limits

7. Service boundaries

7.1 Advisor Mode boundaries

7.2 Work Mode boundaries

7.3 Answer and output quality

7.4 Known limitations

8. Data handling and privacy

8.2 How Acquia processes conversation content

8.3 Data retention

8.4 Customer responsibilities

9. Subprocessors

10. Support

10.1 Support for Acquia AI

10.2 Support handoff from Advisor Mode and Work Mode

11. Security and compliance

11.1 Limited availability security posture

11.2 Secure login with Acquia ID

11.3 Unified access with Acquia Source

11.4 Work Mode authorization

11.5 AI-generated content transparency

12. Limited availability status and scope

12.1 Limited availability acknowledgment

12.2 In scope for the current release

12.3 Changes to this guide

Document ChangeLog

Acquia AI Product Guide

1. Introduction

1.1 Overview

1.2 Who this guide is for

1.3 Capabilities at a glance

Acquia AI Product Guide

1. Introduction

1.1 Overview

1.2 Who this guide is for

1.3 Capabilities at a glance

2. Definitions and terminology

3. Capabilities

3.1 Advisor Mode

3.2 Work Mode

4. Advisor Mode

4.1 Advisor Mode answers

4.2 Answer coverage

4.3 Related documentation

4.4 Support handoff

4.5 Conversation continuity

4.6 What Advisor Mode does not do

5. Work Mode

5.1 The Agent

5.2 Projects

5.3 Resources

5.4 Tools and actions

5.5 What Work Mode does in each Acquia product

5.6 How Work Mode handles a request