My agent is messaging the wrong people
Turn approvals on for outbound messages so nothing leaves your account until a person has seen it, then check the recipient list the agent is working from.
Last reviewed 29 September 2026
Turn approvals back on
Approvals are your safety net: the agent drafts, you approve. Switch them on while you investigate and no message reaches a customer unreviewed.
Check the recipient list
Most cases come down to the contact list or enquiry queue the agent was pointed at, not the agent itself. Confirm the list contains only the people you mean to contact, and that nobody has asked not to be contacted.
Check the brief
If the agent is contacting people you didn't expect, tighten the brief: say who it should speak to, who it must leave alone, and what it should do when it isn't sure.
Tell us immediately
If any message has gone out in error, tell us straight away with the time and the recipient. We'd rather hear about it early than find out late.
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