> ## Documentation Index
> Fetch the complete documentation index at: https://help.casaconect.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Approvals and the reply policy

> Review, edit and send what the agent drafts. Choose whether the agent may reply by itself to people already on a thread.

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.

## What needs approval

| Item                           | What it is                                                                                                                                                    | Your options                                           |
| :----------------------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------ | :----------------------------------------------------- |
| **Reply proposed**             | A drafted reply, with **To**, **Cc** and the message                                                                                                          | **Approve & send** · **Dismiss**                       |
| **Forward proposed**           | A drafted forward to someone new                                                                                                                              | **Approve & send** · **Dismiss**                       |
| **Change proposed**            | A proposed update to a project or a matter, such as its name, description, status or due date, or a contact's details, with the agent's reason under **Why:** | **Approve** · **Dismiss**                              |
| **Agent asked a question**     | The agent needs a decision before continuing                                                                                                                  | **Answer & continue** · **Mark handled** · **Dismiss** |
| **Agent stopped unexpectedly** | A run ended without finishing                                                                                                                                 | **Mark handled** · **Dismiss**                         |

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.

### Sending a reply

Approved replies are *sent from the agent's address*, so the recipient's answer comes back into the same conversation.

<Warning>
  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.
</Warning>

## 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."*

<Tabs>
  <Tab title="Drafts require approval">
    **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.
  </Tab>

  <Tab title="Reply automatically">
    The agent replies without waiting, but only to known thread participants. First-time recipients still require an approved draft.

    In practice, a reply is sent immediately only when **every** recipient is a verified member of your organization who is already on the thread. If even one recipient is anyone else, the whole reply becomes a draft for approval.

    Choose this to let the agent answer colleagues directly, *"Filed. The deed is in the project vault."*, while keeping a person between the agent and your clients.
  </Tab>
</Tabs>

<Note>
  Forwards to new recipients and proposed changes always require approval, whichever policy you choose.
</Note>

## 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.

## 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](/agent/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.