Choose what waits for your OK

Pick who presses send

Go to Settings & team › AI controls. Under Replies & approvals, What the AI may do on its own has three choices:

• Autopilot — your agent presses send. Replies go out on their own, using only what you’ve let it use. Every workspace starts here.
• Assist — you press send. Every reply the customer would see, and every order or payment step, waits for you as a draft.
• Manual — nothing is sent. Your agent still reads and sorts each chat, and every conversation lands with your team.

The choice covers all your agents and applies from the next conversation. You’ll find the same choice in any agent’s On its own? step in AI Studio › Agents.

Orders and payment links

Your agent can’t send a payment link or offer a discount until you switch on Create payment links and Offer an approved discount in any agent’s What it may use step.

• In Autopilot, your agent takes the order in the chat — quantity, name, phone and address — and sends the payment link itself.
• In Assist, the order waits as Agent-proposed order — awaiting your approval, with the product, quantity, name, phone and delivery address. Click Approve order and confirm to create it and send the customer their payment link, or click Reject.

Hold only some things

You can keep Autopilot and still hold the things that matter most. These are also in Settings & team › AI controls:

• Public replies need approval — every public reply to a comment waits for you. Nothing appears under your posts until someone approves it.
• Ask before hiding a comment — with Comment guard on, each flagged comment under your posts waits for you to hide it or keep it.
• Discounts without approval — when it’s off, your agent never offers a discount and tells the customer it will check with your team. When it’s on, it may offer up to the percentage you set; anything above that needs a person.
• Payment link limit — a bigger order stops before any payment link is made and waits for you, and the customer is told a person will follow up.

Replies to your stories go out on their own. To have them wait for your OK instead, go to AI Studio › Agents, click Manage on Sales & Commerce and, under Where it listens, choose Wait for your OK for Story replies and mentions.

Where held items wait

• Needs you in AI Studio › Overview. The number beside AI Studio in the sidebar counts what’s waiting there.
• AI Studio › Agents shows how many are “waiting for your approval”.
• In Conversations, the Needs you filter shows the chats waiting for a person.

Open an item to decide:

• A held reply — edit the text if you like, click Approve & send, then Send to customer. Or click Dismiss without sending.
• A public reply to a comment — edit it if you like, click Approve & post publicly, then Post publicly. Or click Reject — post nothing.
• A story reply — Approve & send (then Send to customer), Edit then send, or Reject.

Nothing waiting here expires — until someone acts, nothing goes out. Once sent, a message can’t be recalled.

If something’s not right

• “Your role can view held replies but not approve them.” Someone whose role can reply to customers needs to approve it.
• “This hold carries no draft — reply from the conversation, or dismiss it.” Click Open conversation and reply yourself.
• “Your role can view this mode but not change it.” Ask whoever manages your team to change it.