Operator workflow
Reviewing and approving drafts, and taking a conversation over from a customer agent.
Every conversation from every channel and agent lands in one shared pool under Conversations in your dashboard. This page covers draft review and taking over from an agent.
Reviewing drafts
In auto-draft mode, the agent's reply is staged as a pending draft on the conversation:
- Approve & send: deliver it as-is.
- Edit, then send: the customer receives your edit.
- Reject: discard it. The agent doesn't reply.
Auto-send skips review. You can set a single conversation to auto-draft or off without changing the agent's default.
The reply classifier
Before composing, a classifier decides whether a message needs a reply, so the agent stays quiet on "thanks!" or "ok".
- Each decision is recorded in the thread as a system line, with the reason.
- Shape it with the agent's classifier instruction under Behavior, and with scoped rules.
- An @mention of the agent always gets a reply.
- Turn the classifier off under Behavior to reply to every message.
Handing off to a human
An agent hands off on its own when a playbook reaches its goal or a customer asks for a person. Then:
- The conversation is marked as handed off and the agent stops replying on every channel, whatever the reply mode.
- It shows in the pool with the route the customer chose (call, meeting, sales team).
- Any draft staged in the same turn is dropped.
Your replies go out as a normal operator. Clear the handoff to let the agent resume.
Taking over manually
At any time you can:
- Switch a conversation to off and answer it yourself.
- Edit or reject a pending draft.
- Reassign it to a different agent.