Review agent drafts in a thread
Approve, edit, regenerate or discard a reply an agent drafted, see why it wrote it, and approve the CRM updates it suggests.
When an agent isn't allowed to send a reply on its own, or isn't confident enough, it writes a draft and waits for you. The draft sits at the bottom of the thread, ready to approve, change or throw away. Nothing reaches the customer until someone approves it (or an auto-approve rule sends it).
- Who can use it: Roles with Approve agent drafts (Owner, Admin and Member by default) on a channel where the role can reply. A Viewer, or a role that only reads the channel, still sees the draft, but Approve & send is greyed out with the reason under it, and the draft's menu isn't there. See Roles and permissions.
- Before you start: Open a thread on Needs you in the inbox. The same drafts are in the Command center's approval queue, where you can also work through drafts that have no thread.
What a draft shows
- Which agent drafted it, and Why this draft? to see its reasoning.
- Its confidence, from 0 to 1. Below 0.80 counts as low confidence.
- Held for you: and the reason, when a guardrail stops the agent from sending it even though it's confident: legal terms in the reply, a deal above $100K, or a lead routed to you. A held draft always waits for a person; no rule can send it.
- The reply itself, in an editable box, with the channel and address it goes to. On WhatsApp the line above the text shows how long the 24-hour session window stays open; on email, the address it sends from.
- Files the agent attached, marked added by agent. Click a file's × to send the reply without it (Undo on the notice puts it back).
- When it sends: Nothing sends until you approve, or a countdown if an auto-approve rule will send it (see Stop a countdown).
See why the agent wrote it
Open the reasoning
Click Why this draft? in the draft's header. The Why this draft? section of the details column opens and lights up for a moment. On narrower screens, or in full screen, it opens in the details panel.
Read the reasons and sources
The section lists, in order, what the agent read and decided, and the sources it used, such as the thread, the deal record or your pricing rules.
To see each step the agent took, open its run in the conversation, described in See what an agent did.
Approve and send a draft
Check the reply
Read the draft and its files. You can change the text right in the box (see Edit a draft).
Approve it
Click Approve & send, press A while focus is in the thread, or press ⌘ Enter in the reply box (Ctrl Enter on Windows and Linux).
The reply goes out on the contact's channel and a notice confirms: Reply sent to name, with what happens to the thread next, for example "Moved to Agent working" or "1 more approval waits on this thread." Under the sent message, the footer says Approved by you (or Edited and approved by you).
Approve & send is greyed out while the agent is writing a new draft, and when the box is empty ("The reply is empty. Write one or regenerate the draft.").
Edit a draft
Start editing
Click in the reply box, or open the draft's More actions (…) and choose Edit draft, or press E. The cursor goes to the end of the text.
Change the text and approve
Edit the reply, then click Approve & send. The sent message says Edited and approved by you.
Editing a draft that was counting down to auto-send stops the countdown: the draft then waits for you ("You edited it, so it waits for you to send it.").
Ask for a different draft
Ask the agent
Open the draft's More actions (…) and choose Ask agent for a different draft. The conversation shows the agent writing a new draft of the reply.
Review the new draft
The new draft replaces the old one, with its own confidence. If you had edited the old one, a notice says A new draft replaced your edits; click Undo to get your version back.
Asking for a new draft also stops an auto-send countdown on the old one.
Discard a draft
Discard it
Open the draft's More actions (…) and choose Discard draft. Confirm with Discard draft.
Nothing is sent. A notice says Draft discarded; Undo on it brings the draft back.
Write your own, or get the draft back
The bottom of the thread becomes your reply box: You discarded agent's draft. Write your own reply and send it (see Reply to a conversation), or open the box's More actions (…):
- Ask agent for a new draft has the agent write a fresh one. It waits for your approval.
- Restore draft brings back the draft you discarded, as long as you haven't written anything in the box.
Approve a suggested CRM update
Besides replies, agents suggest changes to your records, such as logging an order, moving a deal to another stage or merging duplicate contacts. When one waits on the thread, it shows at the bottom once any draft reply is handled.
Read the update
The dock says … suggests a CRM update, with its confidence, the evidence it's based on, and the change it wants to make.
Approve it
Click Approve update or press A. A notice says Update approved: the agent applies it on its next sync. Undo on the notice takes the approval back.
To turn an update down, open the dock's More actions (…) → Open in Command center, and dismiss it from the approval queue.
Stop an auto-send countdown
When an auto-approve rule with a review window matches a draft, the draft counts down instead of waiting, for example Auto-sends in 1:05:40 under "Meeting confirmations". Under the buttons it says Sends when the countdown ends, or now if you approve.
Stop it
Click Stop auto-send. The draft now waits for you to approve, edit or discard it ("Auto-send stopped. It waits for you."). Undo on the notice starts the countdown again.
Resume it later
Click Resume auto-send to pick the countdown up where it stopped.
Editing the draft, asking for a different one, or turning off Auto-send replies under $100K for the account in the details column also stop the countdown. If nobody stops it, the reply goes out when the countdown ends and its footer says Auto-sent under followed by the rule's name.
Minimize the draft
To read more of the conversation, click the arrow at the top right of the dock (Minimize draft reply). The draft folds to one line with its first words; click Show draft reply to open it again. Your choice holds as you move between threads. A draft that's counting down can't be minimized.
Pressing R, A or E on a minimized draft opens it first.
When your role can't approve
You can still read the draft and why it was written. Approve & send stays greyed out, and a line under it says why, for example "Your role, Viewer, can't approve agent drafts. An owner or admin can change this in Settings → Members & roles."
Troubleshooting
The agent is still writing a new draft, the reply box is empty, or your role can't approve drafts on this channel (the line under the button says which).
Nothing was sent and the draft is still there. Click Retry on the notice.
A guardrail needs a person to look at this reply, for example because it mentions legal terms or the deal is above $100K. Rules never send held drafts: approve it yourself when it's right.