Approvals

What it is for

When the AI is unsure, the reply waits here before being sent. This happens, for example, when it quotes a price, deadline, link or phone number that is not in the Catalog or the business data, or when the agent is set to ask for approval. Nothing is sent to the customer while the reply is here.

Before you start

• The screen stays empty ("All reviewed") while the AI has no doubts.
• If the same reason keeps coming back, complete the Catalog or the business data.

Step by step

1. Open Approvals and look at the Pending tab.
2. Read the customer's message and the AI reply, with the reason.
3. Choose Approve and send, Edit and Send edited, or Reject and take over.

All the actions on the screen

Pending

Replies waiting. Example: Carlos Menezes asked whether you accept Unimed and the AI quoted a deadline that is not in the data.

History

What has already been approved, edited or rejected.

Review reason

Labels such as No source in knowledge base, Invented personal data, Approval required, Instructions leak and Third-party data.

Approve and send

Sends as is. Example: "A cleaning costs R$ 150", checked against the Catalog.

Edit and Send edited

Adjust the text and send. Example: replace the deadline with "We are open Monday to Friday".

Reject and take over

Discards the reply and you take over the conversation (Marina Souza answers).

Back to Inbox

Shows when the list is empty.

Shortcuts

The screen has shortcuts to navigate, approve, edit and reject; Esc leaves the text being edited. The list appears on the screen itself.

Common problems

The menu item is not there. It appears when there is something to approve or when you use approval.

The reply came back several times for the same reason. Complete the Catalog in Settings › Business.

See also

• Inbox
• Messages
• Assistant