DDeskCrew
← Knowledge base

The approval queue: review before send

AI agents never message your customers directly. Every AI write is held in the approval queue until a human reviews and sends it.

How drafts are filed

  • When PING (or the auto-responder) writes a reply, it files an ai_draft.
  • A proposed fix files a resolution_proposal.
  • Both are saved with draftStatus set to draft and notify the ticket thread that an approval is pending.

The AI draft approval queue
The AI draft approval queue

Reviewing a draft

In the dashboard, open a ticket to see its pending drafts. You can:

  • Approve — sends the reply or applies the resolution.
  • Edit — change the text first, then approve.
  • Reject — discard the draft.

Note: Approve and reject are atomic and idempotent — concurrent or repeat clicks can't double-send.

The MCP send tier (send_reply, resolve) stays locked behind this queue, so a draft-only credential can propose but never deliver.

Powered by DeskCrew
The approval queue: review before send · DeskCrew