Frontdesk & approvals
Review AI drafts, understand delivery states, and schedule follow-ups.
Review, edit, and approve a reply
- Open Inbox and choose a customer enquiry. Read the original message and the available business context.
- Read the draft carefully. Check names, pricing, dates, promises, and anything the customer has asked for.
- Edit the reply directly, or regenerate it with style feedback when that action is available. Review the newest version after any change.
- Approve the reply when you are ready to send. A connected inbox, active Frontdesk, and workspace subscription access are required.
Handle flagged replies
Frontdesk flags sensitive enquiries, complaints, uncertain classifications, and unsupported answers for extra review. Missing relevant business knowledge may also prevent a usable draft.
Check the flagged details, add or correct the knowledge if needed, and review the reply before explicitly confirming approval. Turning off conservative mode does not remove the normal safety checks or the need for human approval.
Understand delivery states
| State | What to do |
|---|---|
| Awaiting approval | Review the latest draft. Nothing has been sent by approval alone until the send job runs. |
| Queued or sending | Allow processing to finish. Avoid submitting another reply while a send is in progress. |
| Sent | The sending provider accepted the message. This is not a guarantee that the recipient received or read it. |
| Failed | Read the error and use the available retry action only when a retry is allowed. |
| Uncertain | Check the mailbox’s Sent folder before taking any retry action. |
Schedule a follow-up
Owners and team members can schedule a follow-up from a sent reply in Inbox. Choose a future time and make sure business hours and timezone are configured in Settings → Business.
A follow-up due outside business hours moves to the next opening. A new incoming message, closed conversation, or customer opt-out can prevent preparation. Follow-up drafts still go through human approval before sending.
Set your response style
In Settings → Response Style, choose Warm & professional, Concise & direct, or Friendly & relaxed. Select a response length and add an optional signature, then save.
Frontdesk receives these preferences when preparing or regenerating replies. Review the result: a style preference cannot substitute for accurate business knowledge.
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