How to review AI-suggested replies before sending
In the mode where the AI suggests and the team approves, replies stay in To review. Approve, edit, or discard each one before the customer receives it.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
When the AI works in "AI suggests, team approves" mode, it writes the reply and waits for someone to review it. Nothing reaches the customer before your approval. All pending replies stay together in To review.
Where to find it in Cognizy
Before you start
- Approval mode must be turned on in or on the WhatsApp number.
- The Replies tab only appears when there is a reply waiting.
Step by step
- Step 1:
In the menu, open .
- Step 2:
Click the Replies tab. The number next to it shows how many are waiting.
- Step 3:
Read the customer's question and the reply the AI wrote. If you need to see the history, click Open conversation.
- Step 4:
If the reply looks good, click Approve and send: the customer receives it right away. To change the text first, use Edit. To avoid sending it, use Discard.
How to know it worked
The approved reply leaves the queue, the number on the Replies tab goes down, and the message appears in the customer's conversation.
If something goes wrong
The Replies tab does not appear.
It only appears when there is a reply waiting. If the AI is replying on its own, approval mode is turned off.
The reply is stuck and the customer is waiting.
In approval mode, the AI does not send anything on its own. Approve or discard it and reply yourself in the conversation.
Next step
Check Home to see everything waiting for you and the day's results.
Sign in with your Cognizy account to save your progress.
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