Review replies before they send

As your team grows, you may want a second pair of eyes on certain replies before they reach a customer, especially the sensitive ones. Yesoma's review step lets a manager approve an agent's reply in the situations you choose, without slowing down everything else.

How it works

When review is required for a situation, an agent doesn't send the reply directly. Instead it becomes an approval request that goes to a manager or owner. They can:

• Approve it, which sends the reply as written, or
• Request changes, which sends it back to the agent with a note, or
• Reject it.

Everything that does not match one of your review rules sends normally, so day-to-day speed is unaffected.

Choosing what needs review

You decide which situations require a manager's sign-off in your workspace settings. The available triggers are:

• Complaints — replies on conversations Yesoma reads as a complaint.
• Refunds — replies where a refund is in play.
• Low confidence — when the AI itself is unsure about the suggested reply.
• Missing Business Brain info — when the answer leans on information you have not given Yesoma yet, so it might guess.

Turn on the ones that matter to you and leave the rest off. Many teams start with just Complaints and Refunds.

Who reviews

Approval requests go to Managers, Admins, and the Workspace Owner. They will see pending requests to act on, and the Agent is notified when their reply is approved or sent back. (Workspace Owners and Admins can also reply directly without triggering review.)

Why use it

It is a coaching and safety tool, not a bottleneck. New agents get gentle guardrails on the highest-stakes messages (an upset customer, a refund) while still handling the bulk of conversations on their own. As they earn trust, you can dial the rules back.

See also

• Team roles and permissions
• Assign cases to teammates
• Build your Business Brain