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By default, nothing the agent writes leaves Casa Conect until a person has approved it. This page covers what approval looks like and how to loosen it safely.

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What needs approval

All of these put the conversation in the Inbox’s Needs Action tab. On a matter, Approve all drafts sends every pending reply in its linked conversations at once.

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Sending a reply

Approved replies are sent from the agent’s address, so the recipient’s answer comes back into the same conversation.
If newer mail arrived after the draft was written, the draft is marked: “Newer mail arrived on this conversation after this was written — read it before sending.” The button changes to Send anyway? so that you confirm deliberately. Read the new message first. The draft may already be out of date.

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Choose a reply policy

Admins set the policy under Settings → Agent inbox → Reply policy, described there as “How the agent’s replies leave the building.”
The default. The agent proposes every reply as a draft; a member reviews and sends it from the Inbox.Choose this while your team is getting to know the agent, and for any office where every outgoing word should be read by a person.
Forwards to new recipients and proposed changes always require approval, whichever policy you choose.

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Suppressed recipients

If a message to an address hard-bounces, or the recipient marks it as spam, Casa Conect stops emailing that address. This protects your sender reputation, and that of every other customer. Admins see the list under Settings → Agent inbox → Suppressed recipients, each with a reason: Bounced, Complaint or Manual. Remove an entry once the problem is fixed, for example after a client corrects a mistyped address. The list shows only addresses your own organization has written to.

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Good practice

  • Read the whole draft, including the recipients. The agent chooses To and Cc from the thread. Check them as you would your own.
  • Edit freely. A draft is a starting point. If you keep making the same correction, record it in guidance so the agent learns your preference.
  • Dismiss rather than ignore. Dismissing clears the item from Needs Action for everyone and keeps the record straight.