Reply modes and flag scenarios
Choose whether replies wait for your approval or send on their own, and flag sensitive situations for review.
Customer Service lets you decide how much control you keep. Set your reply mode and choose which situations to flag in Customer Service → Settings.
Reply mode
Pick one of three modes under Reply mode:
- Draft for approval. Every reply is drafted and waits in your review queue until you approve it. Nothing sends on its own.
- Auto-send. Every drafted reply is sent automatically as soon as it is written. Use this only when you trust replies to go out without review.
- Hybrid. Confident, safe replies send automatically, and anything sensitive or uncertain waits for your approval.
In Hybrid, you can set a confidence threshold. A reply only sends on its own when Customer Service is at least that confident and judges it safe. Set it higher to send fewer replies automatically.
Flag scenarios
Flag scenarios tell Customer Service which situations to watch for. When an incoming message matches an enabled scenario, it flags the message, drafts a reply using your instructions, and emails you an alert.
Common scenarios are ready to switch on, including:
- An upset or angry customer
- An unclear message
- A customer who wants to cancel
- A customer who wants a refund
- A complaint about your product or service
- A legal or compliance matter
For each scenario you turn on, choose what happens:
- Pause for my review holds the reply in the queue, even if your overall mode is auto-send.
- Auto-send the reply lets it go out on its own.
You can also add custom instructions for how to respond in that situation, for example, the tone to take or an offer to make.
Add your own scenarios
Under Add a custom scenario, name a situation specific to your business (like "Wholesale inquiry"), add instructions, and choose whether it pauses for review or auto-sends. Remove a custom scenario anytime.
You get an email when something is flagged
Whenever a message matches a flag scenario, Customer Service emails you so you can step in. The drafted reply, along with the reasons it was flagged, also waits in your review queue.