Agent draft review

How it works

When a mailbox rule with the Agent draft reply action matches an inbound email, the agent writes a reply and saves it to the mailbox Drafts folder. Nothing is sent automatically. The activity is added to the Needs You queue so you can review it before it goes out.

The Needs You page

Needs You is in the dashboard sidebar. It collects every agent draft awaiting your review across all of your mailboxes in one list, so you do not have to open each mailbox rule separately. Each row shows the rule that ran, a short summary of what the agent did, and the mailbox it belongs to. Select a row to review it.

Reviewing a draft

Opening an item shows the inbound message and the full draft reply the agent wrote, so you read exactly what will be sent. From there you can:

• Approve and send. Send the reply immediately. The draft leaves your Drafts folder once it is sent.
• Ask the agent. Tell the agent what to change, then review the updated draft before sending.
• Don't treat. Delete the draft when one exists and close the item without sending a reply.

Approving sends through the same checks as any other message, including the suppression list, sending reputation, and daily limits. If a check blocks the send, the item stays in your queue with the reason.

Setting up agent drafts

1. Go to the Mailboxes page and open the rules for a mailbox.
2. Add or edit a rule, choose the Agent draft reply action, and write instructions for the agent (for example, the tone to use and what to ask for when information is missing).
3. Save the rule. Matching emails now produce drafts that appear in Needs You.

Who can review

Reviewing agent drafts is available to organization owners.