Drafts awaiting approval

Pip drafts a reply to every customer email. Depending on Automatic sending, some drafts are sent automatically and the rest wait for approval.

Automatic sending

Choose under Settings > Automatic sending:

Pip gives every draft a confidence score. A draft without one always waits for approval, and so does a draft about a sensitive topic: safety, legal action, abuse, a payment dispute or strong distress.

Finding them

Drafts awaiting approval are listed under Needs attention in the Inbox, and the number on Inbox in the sidebar includes them. Today shows the same count with a Review drafts button. With Settings > Notifications on, an email tells you when a draft is awaiting approval.

Open a conversation to read the customer's email and the draft side by side. Each draft shows its Confidence, the Reason for approval and its Sources. When a draft needs approval because it says something Knowledge doesn't back, such as a price or a policy, the reason quotes up to three of those sentences, so you know what to check. Then:

• Send: the draft is sent as it is, from your business's address.
• Edit: change the draft, then Send edited reply. Discard edits goes back to Pip's version.
• Rewrite with Pip: enter Instructions, such as "shorter, and offer a replacement", and Pip writes a new version of the draft.
• Discard draft: nothing is sent to the customer. The draft's status becomes Discarded.

Review drafts

Review drafts shows the drafts awaiting approval one at a time, so you can work through them quickly:

End review stops early; drafts you skipped or didn't reach stay under Needs attention.

Next steps

• Writing style
• Add documents