Review and approve AI drafts

Review AI in the left sidebar lists every AI draft awaiting approval, lowest confidence first, because those need your attention most. The badge on the icon shows how many are waiting.

For each draft, choose:

• Approve & send: sends the reply to the customer.
• Edit in ticket: opens the ticket so you can change the draft first.
• Dismiss: keeps it as an internal note. It's never sent.

Drafts appear here when an agent clicks Draft with AI, and for every new ticket if Draft new tickets automatically is on in Settings → AI → Writing style.