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 channel yet, the Queue tab shows a short setup checklist instead, pointing you at the Accounts and Settings tabs.
Work the queue
Each item shows the customer, the channel it came in on (email, SMS, or chat), the original message, and the reply Customer Service drafted. You can expand any item to read the full incoming message, whatever channel it arrived on.
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 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.
- Auto-send: only flagged messages that you set to pause.
- Hybrid: anything uncertain or flagged, while confident, safe replies send on their own.
Track your activity
At the top of the queue, stat cards show your support activity, including how many replies are awaiting approval, and how many were sent, drafted, and dismissed over the period. Each one breaks down by channel, so you can see how much is coming in by email, SMS, and chat.
Below them are two more panels:
- Flag rate, the share of drafts that got flagged in the period, 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
Drafted replies can end with a signature. Set or clear it under Signature on the Settings tab in Customer Service, and it is added to the replies that go out.