What it is
A reply the desk may not send alone is never dropped. It waits for a person as a draft, and the card names the first rule that held it.
Where to find it
- Inbox: the line Held for a person on the card.
- Office › Agents › Customer Support Specialist › Operations: the status Held by a safety rule, and Why it waits when you open the item.
Find the reason
- Open the agent's Operations tab.
- Click the filter Held by a safety rule. It shows only when something is held.
- Open an item and read Why it waits.
The reasons, and what to do
| The reason | What it means | What you can change |
|---|---|---|
| The agent is in Draft | Draft never sends. | The Mode. |
| auto-reply is off | Every reply waits for an approver. | Auto-reply on Setup. |
| auto-send is off for the category | The category is set to Asks first, or is not eligible. | The category's Handling on Setup. |
| confidence is under the bar | The agent was less sure than the category or the customer's tier requires. | The confidence values. Lower them with care. |
| a drafted reply for review | The agent wrote a proposed answer for a topic a person decides, or the fact check found a sentence no source backs. | Nothing. Read it and decide. |
| never sent alone | Money, cancelling, legal, security, a discount, a promised date, or a question that is not a how-to. | Nothing. These always need a person. |
| a VIP account | VIP customers get a person. | The VIP section on Setup. |
| the customer is frustrated | An angry customer's reply waits for a person. | The duty's settings under Hand-offs and VIPs. |
| no source was read | An answer goes alone only on something the desk read. | Add the article to your help center. |
| the run's limit is used up | The most replies alone in one run was reached. | At most this many replies alone a run. |
| a holding reply with no owner | "We are looking into it" goes alone only when someone will act. | Set an owner for the topic. |
Good to know
- Outside the agent's sending hours, replies wait in the Inbox until the hours start, if you chose that under Business hours.
- The customer can get a short holding message while the reply waits. See "Hand-offs to a person and reminders".