Draft replies
Replies your agent wrote but did not send, waiting for you to approve, edit or reject them — in the mobile app.
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An agent set to approval mode does everything it normally does with an inbound message except send the answer. It writes the reply down instead, and it waits for you.
Those waiting replies are Draft replies. You work them in the Smoo AI app on your phone — there is no web page for this queue. They show up as a badged row at the top of your Inbox, as a tile on Home, and under Inbox in the More directory.
Approving a draft sends it, to the customer, on the channel they wrote in on — text message, Slack, Messenger, Instagram or WhatsApp. Editing it first sends your version instead. Rejecting it sends nothing.
Discord is the exception, and it is worth knowing before you switch a Discord agent over: see the note in step 1.
This is not the same thing as Post approvals in the web app. That queue holds social media posts waiting to be scheduled. Different queue, different content, no overlap.
How to
- 1
Turn an agent to approval mode to start producing drafts.
An agent on auto sends its own replies and never lands here. The switch is per agent, so you can ride along with a new one while the rest stay hands-off. Leave Discord agents on auto for now: Discord only lets us answer for a short window after the customer writes, and that window has usually closed by the time a person has read the draft — so approving a Discord draft tells you it could not be sent instead of sending it. We are working on it; nothing is lost quietly in the meantime.
- 2
Open the app and tap the Draft replies row at the top of the Inbox.
The row is hidden when nothing is pending, and carries a count when something is.
- 3
Swipe to approve or reject, or tap the draft to edit the wording first.
Approve and Edit both send. If the app says the draft went out, it went out.
If something goes wrong
- Approving a Discord draft says it could not be sent.
- Expected, and not your fault or a lost message. Discord only gives us a short window to reply after a customer writes, and it has normally expired by the time a human has reviewed the draft — so rather than pretend, we tell you. Answer that one in Discord yourself, and keep Discord agents on auto until we support this properly.
- I approved a draft and it did not go out.
- Whatever the app told you is what happened — it only reports a draft as sent once the channel has accepted it. A draft that could not be sent goes back to waiting so you can try again: usually the integration needs reconnecting, or, on Messenger, Instagram and WhatsApp, too long has passed since the customer last wrote for those platforms to allow a reply.
- Nothing told me a draft was waiting.
- Nothing does yet — no push, no email, no text. The queue is pull-only, so check it on a rhythm you choose rather than waiting to be interrupted. This one matters more than it sounds: on Messenger, Instagram and WhatsApp a reply has to go out within a day of the customer writing.
- A draft vanished as I tapped Approve.
- Someone else resolved it first. Each draft can only be decided once — which is also what stops two people approving the same reply and the customer getting it twice.
- I cannot find this anywhere in the web app.
- It is not there. Draft replies is a mobile-only surface today. The Approvals entry in the web sidebar is Post approvals — social posts, a different queue entirely.