AI agent
How do I approve replies before they're sent?
Suggest mode holds every agent reply as a draft in your inbox — you send, edit, or take the thread over. It is set per channel.
Updated 2026-09-30 · 3 min read
Set autonomy in the web portal under Workspace → AI agent → Behaviour. It is set per channel — website & email replies on one row, WhatsApp on another:
Each row offers the same two choices:
- Asks me first — the agent stops one step short: every reply it writes on that channel is held as a draft on the conversation, and nothing reaches the customer until you act.
- Answers directly — the agent replies to customers itself on that channel, without waiting for you.
Because the channels are independent, you can let the agent answer website and email on its own while WhatsApp still waits for you — or the reverse. A channel you have never touched follows the workspace default.
Suggest is how most workspaces start: you see exactly how the agent would answer your real customers before trusting it with the send button.
A change is not instant, and it can fail quietly. Until the assistant confirms it, the card says so — "Saved here, but the assistant has not confirmed it yet" — and what your customers actually get may be the previous setting, in either direction. If that line is still there minutes later, the setting has not landed: check back before assuming the agent is answering.
Working with drafts
A drafted reply appears on its thread in your inbox (Enquiries or WhatsApp) with a notification. From there you can:
- Send it as-is — one click, and authorship stays with the agent.
- Edit, then send — fix the reply before release; your edit is what goes out.
- Ignore it and reply yourself — writing your own message supersedes the draft.
On WhatsApp, drafts have a deadline. WhatsApp only allows replies within 24 hours of the customer's last message, and each draft shows its countdown. An expired draft becomes sendable again the moment the customer writes back — nothing is auto-sent in its place.
A price waits with its draft. Where the agent has worked out a quote for the customer, the quote document — its number, its accept link, its email — is created only when you release the reply that carries it. Nothing priced reaches a customer ahead of your approval, and revising the selection before you send updates the document rather than adding a second one. The amount itself is also yours to correct — edit the number right on the draft before you send, same as any other price field, and the quote document carries your figure, never the agent's original guess.
Taking a thread away from the agent
Any thread can be taken over: the agent stops replying on that conversation and it is yours until you release it back. Sending a manual staff reply on a thread takes it over implicitly — the agent never talks over you.
Graduating to auto-send
Graduate one channel at a time. When weeks of drafts on a channel have needed no edits, set that channel to answer directly and leave the other asking — the handoff behaviour stays identical either way: conversations the agent should not handle still come to you.
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Last verified 2026-09-30.