What it is
When the Aria: switch is on Ask first, Aria does not send replies by herself. She writes a draft and puts it above the composer under Reply awaiting your approval. A Draft awaiting approval chip under the customer's name jumps to it. A person approves the exact text, or dismisses it.
Owners approve, and so does anyone whose Owner switched on Approve Aria replies for them in Settings → Team & roles (the Manager and BDC starting points have it on). Inbox changes alone do not let someone approve.
How to use it
- Open Inbox and select the conversation. The draft waits above the reply box; if you have scrolled away, select the Draft awaiting approval chip under the customer's name to jump to it. Owners also get the alert "A reply draft is waiting for approval" unless they turned it off in Settings → Notifications.
- Read the draft and the time left, for example "Expires in 5h".
- Select Approve reply to send that exact text. It is queued only after the current policy, source and recipient checks.
- Or select Dismiss draft. "This draft was dismissed. Nothing was sent."
- To change the wording, dismiss the draft and write your own reply. Sending it takes the conversation over.
- Watch the delivery mark beside the time on the message's name line (at the end of the message when it follows another of Aria's): Sending, Queued, Sent, then Delivered where the channel reports it.
- Other Ask-first work, such as Aria's booking requests, waits in My Work → Needs attention under Needs your decision. Open each item, read exactly what Aria will send or book, then approve or dismiss it.
- To stop needing approval, an Owner switches Aria to Autopilot.
What the data means
| Card | What it means |
|---|---|
| Reply awaiting your approval | A draft you can approve, with the time left |
| Draft out of date · not sent | The conversation moved on (a takeover, a staff reply or a newer message). Only Dismiss draft |
| "The channel's reply window has closed…" | More than 24 hours passed since the customer message it answers. Only Dismiss draft |
Drafts can't be edited: approve them as they are, or dismiss them and reply yourself. Approving queues the reply; it is not delivered until the channel confirms it. The approval records who gave it.
Nothing is approved by silence. A booking request on Ask first that nobody approves within 30 minutes expires: nothing is booked, and your team gets a task to confirm the time with the customer.
Possible issues and fixes
I can't approve Aria's draft
Symptom: There is no Approve reply button, or the card says "View only. Ask your Owner for access."
Why: More than 24 hours passed since the customer's message, the conversation moved on (Draft out of date · not sent), or you don't have Approve Aria replies.
Fix: For an old or out-of-date draft, select Dismiss draft and write a new reply yourself (on WhatsApp after 24 hours, an Owner sends a template). For access, ask an Owner to switch on Approve Aria replies for you in Settings → Team & roles.
How to check: Your new reply shows a delivery mark, or after reloading the draft shows Approve reply.
Drafts expire before anyone sees them
Symptom: Drafts often say the reply window has closed.
Why: A draft can only be approved for 24 hours after the customer message it answers, on every channel.
Fix: Keep the Approvals alerts on in Settings → Notifications, give Approve Aria replies to the people who watch the Inbox, or switch Aria to Autopilot.
How to check: New drafts are approved while they still show "Expires in …".
Aria told the customer their booking is awaiting approval
Symptom: Aria said "Your appointment request is awaiting staff approval. It is not confirmed yet."
Why: On Ask first, every booking waits for an approver.
Fix: Approve it within 30 minutes in Visits → Action review or My Work → Needs attention → Needs your decision. The customer is not told automatically, so confirm the time with them.
How to check: The appointment shows as Confirmed in Visits → Appointments.
