Approving and editing responses

When the AI holds a response for approval (in Self-Review mode, or on judgment calls in Front Desk mode), you have three options:

Approve — Send the AI’s draft as-is. One click from your notification email or the dashboard.

Edit — Revise the draft before sending. The AI suggests quick revision options (like “more friendly” or “include pricing”) as clickable chips. Or type your own instruction and the AI rewrites the draft accordingly.

Reject — Discard the draft entirely. The customer has already received an acknowledgment, so there’s no awkward silence.

While a response is held for approval, the customer receives a smart acknowledgment that reflects their specific topic (e.g., “Thanks for reaching out about custom wedding rings”) rather than a generic message. If their inquiry is vague, the acknowledgment may include a clarifying question to keep the conversation moving while you review.