General

Approve what your agent sends, and hand over to a human

Your agent asks for approval before it sends anything on your behalf, and hands a conversation to your team the moment someone asks for a person. Both behaviours are controlled from your dashboard.

Last reviewed 29 September 2026

How approvals work

When approval is on, the agent drafts the reply and waits. You see the draft, edit it if you want to, and send it with one tap. Approvals are on by default for outbound messages, so nothing reaches a customer unreviewed.

Handing over to a person

If someone asks for a human, or the agent isn't confident it can help, the conversation is passed to your team with the chat history attached so nobody has to repeat themselves.

Turning approvals off

Once you're happy with the agent's answers, you can let it reply on its own and keep approvals for the messages that matter — quotes, refunds, anything commercial. Many customers run a mix: automatic for the routine, approval for the sensitive.

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How approvals work

Handing over to a person

Turning approvals off

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