How to approve, edit, or discard the AI's suggested reply
Read the reply the AI suggested for the customer and decide in the app: approve and send, edit first, or discard.
1 min readBasicUpdated on November 12, 2026
Video lesson coming soon. For now, follow the steps below.
In approval mode, the AI writes the reply and pauses. You review it and decide with one tap. This way the customer gets a quick response, and nothing goes out without someone from the team checking it first.
Before you start
- You need agent permission. People with view-only access can't approve.
Step by step
- Step 1:
On the Conversations tab, tap the filter To approve and open a conversation from the list.
- Step 2:
The suggestion appears at the end of the conversation, marked as Draft. Read the text. If it's long, tap See all.
- Step 3:
To change something before sending, tap Edit, adjust the text, and send it.
- Step 4:
If the reply doesn't work, tap Discard. The suggestion disappears and you reply your own way.
- Step 5:
If it looks good, tap Approve and send. The customer receives the message right away.
- Step 6:
The reply is added to the conversation as a sent message.
How to know it worked
The message appears in the conversation as sent, and the conversation leaves the To approve filter.
If something goes wrong
The approve buttons don't show up for me.
Your permission is view-only. Ask the owner or an admin to change your role in Profile › Team.
Next step
Reply to the customer yourself, with text, audio, photo, or a quick reply.
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