How to edit or discard an AI response before sending
In To review › Responses, adjust the text the AI wrote before the customer receives it, or discard the response so nothing is sent.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
In "AI suggests, team approves" mode, no AI response goes out without someone checking it first. When the text is almost right, edit it and send your version. When it doesn’t work, discard it: the customer receives nothing and you reply in the conversation yourself.
Where to find it in Cognizy
Before you start
- Approval mode must be turned on in or on the WhatsApp number.
- The Responses tab only appears when there’s at least one response waiting.
Step by step
- Step 1:
Open and click the Responses tab.
- Step 2:
On the response card, click Edit.
- Step 3:
Change the text in the field and click Send edited: the customer receives your version. To go back to the AI text, use Cancel editing.
- Step 4:
If the response doesn’t work, click Discard on the card. Nothing is sent; if needed, reply yourself in the conversation through Open conversation.
How to know it worked
Edited or discarded responses leave the queue and the number on the Responses tab goes down. The edited one appears in the customer’s conversation with your text.
If something goes wrong
The Send edited button doesn’t do anything.
The field is empty. Write the response or use Cancel editing to go back to the AI text.
A new customer message came in and the response changed.
When the customer writes again, the AI replaces the pending response with a new one that takes the latest message into account. Review the new version.
The Edit and Discard buttons don’t appear.
Anyone with read-only access can see the responses, but can’t make decisions. Ask an administrator to change your permission.
Next step
To approve without changing anything, see how to review AI-suggested responses before sending.
Sign in with your Cognizy account to save your progress.
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