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When answer review is enabled, Marno holds its response as a draft instead of sending it automatically. Tickets with a waiting draft are marked in the Inbox.
1

Open the ticket

Review the customer conversation and the AI draft.
2

Check the sources

Make sure the response is supported by the listed knowledge sources.
3

Choose what to do

Insert the draft into the composer to edit and send it, or discard it.
Sending an inserted draft records it as approved. You can edit the response before sending.
AI drafts are available when the agent is configured to suggest answers for review.