Reviewing Actions

Step-by-step guide to reviewing, editing, approving, rejecting, and snoozing proposed actions from proactive agents.

What This Page Covers

Once a proactive agent detects a pattern worth acting on, a proposed action appears in your AI Inbox. This page walks you through exactly what to do when one shows up — how to understand the context, edit the message, and choose the right action.

Opening a Proposed Action

From the inbox list:

1. Navigate to Operations → AI Assistant → AI Inbox.
2. Click anywhere on the action row you want to review.
3. The detail panel opens, showing Context & History on the left and the Message Draft on the right.

What you see at a glance:

Element	Where	What it tells you
Priority badge	Top-left of the panel	How urgent the action is — Low, Medium, High, or Critical
Status badge	Next to priority	Current state — Pending, Approved, Rejected, Snoozed, Deferred, Expired, or Auto-executed
Channel badge	Next to status	How the action will be delivered — Email, WhatsApp, or Voice
Confidence score	Context panel	The AI’s confidence level (0–100%) with a progress bar
Expires	Context panel	When the action will expire if not reviewed, shown as a date and “from now”

Understanding the Context

The left panel gives you everything you need to decide whether the proposed action makes sense.

Customer Information

• Profile photo and full name
• Company name (if applicable)
• Customer type — Member (has active contract), Contact (no contract), or Lead
• Quick link to open the full customer profile

Why This Was Proposed

This section explains the trigger that created the action:

• Agent name — Which proactive agent generated this (e.g., “Due Invoice Reminders”).
• Criteria — A short label for the trigger type.
• Reason — A plain-language explanation of what the AI detected. For example: “Invoice #INV-2024-0847 is 5 days overdue. Customer has a strong payment history but missed this payment, which is unusual.”

Confidence Score

The confidence score reflects how strongly the detected situation matches the agent’s criteria. It’s shown as a percentage with a color-coded progress bar:

• Green (80–100%) — High confidence. The AI is fairly certain this action is appropriate.
• Yellow (50–79%) — Moderate confidence. There are some signals, but they may not be definitive.
• Red (0–49%) — Low confidence. The AI is uncertain — review carefully before approving.

Customer History Tab

Click the Customer history tab at the top of the detail panel to see:

• Recent activity — Check-ins, bookings, last visit date.
• Communication history — Recent AI conversations, emails, and previous proactive actions sent to this customer.
• Payment history — Past invoices and payment patterns.
• Support tickets — Recent help desk messages or unresolved issues.

This context helps you avoid sending messages that conflict with recent activity — for example, a payment reminder when the customer just submitted a dispute ticket.

Linked Conversations

If the action was triggered by a customer conversation, you’ll see links to:

• View source conversation — The AI chat session that led to this proposal.
• View outcome conversation — Any follow-up conversation started after a previous action was sent.

The Message Draft

The right panel shows the message the AI has composed. You can review it as-is or edit it before sending.

Email Actions

For Draft Message actions, you’ll see:

• Subject — The proposed subject line (editable when status is Pending or Snoozed).
• Message body — Full HTML-formatted content with your default signature appended.
• To / From — Customer email and your location’s default sending address.

Voice Actions

For Voice Outreach actions, you’ll see:

• To — Customer phone number.
• Script — The full text the AI will speak during the call (editable).
• Tone — Friendly, professional, or urgent, based on the context.

Editing the Message

When the action status is Pending or Snoozed, the subject and body fields are editable:

1. Type directly into the subject or message body fields.
2. Use the rich text toolbar to apply bold, italic, bullet points, or links.
3. The message body supports HTML formatting for professional-looking emails.

Tip: Keep the core message intact. Variables like {{customer_name}} and {{invoice_number}} are auto-replaced with real data when the action is sent — editing them manually is possible but usually unnecessary.

Delivery Channel

You can change how the message is delivered by selecting a different channel from the Delivery channel dropdown:

• Email — Text-based messages sent to the customer’s email address.
• Voice — AI-powered phone call using the customer’s mobile number.

Important warnings for Voice messages:

• If the customer doesn’t have a valid phone number, a warning appears and blocks sending.
• If business hours enforcement is enabled and it’s outside your location’s business hours, approving a voice message will automatically defer it until the next business hours window.

Taking Action: Four Options

Every pending or snoozed action gives you three buttons at the bottom of the detail panel. Here’s when and how to use each one.

Approve & Send

Use when the message is accurate, the tone is right, and you’re happy with it as-is.

1. Review the customer context and the message draft.
2. (Optional) Add review notes in the text area at the bottom — these are internal notes for your team, not sent to the customer.
3. Click Approve & Send (green button with a check icon).
4. Confirm in the modal that appears.

What happens next:

• The message is sent immediately through the selected channel.
• The action status changes to Approved.
• The customer receives the email, WhatsApp message, or voice call within seconds.
• Any reply from the customer starts a two-way conversation in AI Conversations.
• The action is logged in the customer’s history and tracked in your metrics.

Once approved, the message is sent immediately and cannot be unsent. If you need changes, edit the message before approving.

Snooze

Use when you want to revisit the action later — perhaps after following up with the customer directly, waiting for more information, or simply because you’re busy right now.

1. Click Snooze (orange button with a clock icon).
2. Choose a duration from the menu:

Duration	When to use
1 hour	You’ll review it shortly — after a meeting, for example.
4 hours	You want to finish other tasks first and come back this afternoon.
24 hours	You’d like to review it tomorrow.
3 days	You want a few days before following up.
1 week	You want to revisit it next week.

3. The action moves to the Snoozed segment and returns to pending after the selected period.

Tip: Snoozing is a great way to batch-process actions when your inbox gets overwhelming. Snooze everything, then review the batch later when you have more time.

Reject

Use when the action isn’t appropriate — the issue is already resolved, the timing is wrong, or you’d prefer to handle it personally.

1. Click Reject (red button with a cross icon).
2. Confirm in the modal that appears.

What happens next:

• The message is not sent to the customer.
• The action status changes to Rejected.
• The action is removed from the pending queue.
• The rejection is logged for analytics — this helps the system improve future proposals.

Rejection reason tracking is planned for a future release. For now, rejections are logged internally to help improve agent criteria over time.

When to adjust an agent: If you’re rejecting many actions from the same agent, consider adjusting its configuration — for example, increasing the cooldown period, raising the confidence threshold, or reducing the max actions per day.

Review History

Once an action has been reviewed, you can see who reviewed it and when:

Field	Description
Reviewed by	Name of the team member who approved or rejected the action.
Reviewed on	Date and time of the review.
Notes	Any internal review notes added at the time of review.

This review history appears in the Context section of the detail panel and is visible in the Approved and Rejected segments.

Status Reference

Understanding the different statuses helps you know where each action stands:

Status	Meaning	Can Edit?	Can Approve?
Pending	Awaiting your review. This is the default state.	Yes	Yes
Approved	You reviewed and sent the action.	No	N/A
Rejected	You dismissed the action.	No	N/A
Snoozed	Deferred for later — will return to pending after the snooze period.	Yes	Yes
Deferred	Held until a specific time or condition (e.g., business hours).	No (until executed)	No
Expired	The time window to act on this has passed.	No	N/A
Auto-executed	Sent automatically without manual review (agent has auto-execute enabled).	No	N/A

Best Practices for Reviewing

Daily Review Routine

For the best results, check your inbox 2–3 times per day:

1. Morning — Review overnight actions first thing. Prioritize Critical and High priority items.
2. Midday — Catch up on anything that came in since your morning review.
3. End of day — Clear any remaining pending items before logging off.

Prioritizing by Priority Level

Priority	How to handle
Critical	Review immediately — these are time-sensitive (e.g., invoices 15+ days overdue, cancellation risk).
High	Review within a few hours — important but not urgent.
Medium	Review during your regular daily check.
Low	Batch-process when you have spare time.

Building Confidence Over Time

As you use proactive agents more, your approval patterns will help the system learn:

• Consistent approvals for a specific agent → higher confidence scores over time.
• Frequent rejections → the agent may lower its confidence or flag actions for closer review.
• Review notes (when available) → provide feedback that trains future proposals.

AI Inbox

Understand the inbox interface, filtering, and segments.

Configuring Agents

Adjust agent settings based on your review patterns.