CRM
Review and approve replies
Work the Customer Service queue to approve, edit, or dismiss drafted replies, and track your support activity.
The review queue is where drafted replies wait for you. Open Customer Service and use the Queue tab.
If you have not connected a support inbox yet, the Queue tab shows a Set up your customer service email button instead, which opens the Accounts tab.
Work the queue
Each item shows the customer, the channel it came in on (email or chat), what they wrote, and the reply Customer Service drafted. When the incoming message is long, click Show full email (or Show full message) to read all of it.
For each drafted reply you can:
- Edit the text right in the queue to adjust the wording.
- Approve and send to send it on the channel it came in on.
- Dismiss to discard the draft so nothing sends.
If you keep saved replies, pick one from Use a template... to replace the draft with it. Add and edit templates under Response templates on the Settings tab. They can fill in the customer's first name, name or email for you.
If a message matched a flag scenario, it is marked as flagged with the reasons it was caught, so you know what to look at closely.
What lands in the queue
What you see depends on your reply mode:
- Draft for approval: every reply.
- Answer routine requests: everything except the routine requests it answered on its own. Each held reply shows Waiting for you: with the reasons, such as outside your send hours or a question about price.
- Auto-send: only flagged messages that you set to pause.
- Hybrid: anything uncertain or flagged, while confident, safe replies send on their own.
In any mode that sends on its own, an email reply that is about to send also sits here for about 10 minutes first, so you can edit, send, or dismiss it before it goes. Website chat replies only land here when one is held for your review.
Track your activity
At the top of the queue, stat cards show your support activity: how many replies are awaiting approval, and how many were drafted, sent, and dismissed in the last 30 days. Each one breaks down by channel, so you can see how much is coming in by email and chat.
Below them are two more panels:
- Flag rate: the share of drafts that got flagged in the last 30 days, with the top flag reasons listed underneath and your average time to a first draft.
- Last 8 weeks: a bar chart comparing drafted against sent, so you can see whether you are approving more or less over time.
Set a signature
Email replies end with a signature. Edit it under Signature on the Settings tab in Customer Service. It starts out filled in from your business name, and if you clear it, email replies end with a simple sign-off built from your business name instead.