Draft replies of the online admin

Only drafts is the mode a new channel starts with, and a conversation can have it too (see Who answers a conversation). The online admin does the whole turn: it reads the conversation, searches Knowledge and picks times, and for every action that changes something it shows the result without doing it. Nothing is executed or sent.

What the person sees

The plan becomes an item "Draft reply to {name} in {channel}". In the conversation it is a dashed bubble under the last message: "Online admin's draft — the client hasn't seen it yet", with the buttons that would go with the reply. Under "When you send it, first" each action stands as "Now → Will be", for example a visit that would move.

A conversation has one waiting draft. A new message of the client waits for the decision and is answered by the next turn. If the client wrote again after the draft, a warning says so: read the chat first.

Three decisions

• Send sends the draft as it is and carries out its actions.
• Edit changes the text and sends it as the person's own words, without the online admin's buttons. After it Talemo asks "Remember this reply for everyone?", and Remember makes a suggestion for Knowledge (see Knowledge suggestions).
• Don't send sends nothing and does nothing.

In Waiting for you, a draft with actions offers only Open and Don't send, so a person decides after seeing the visit in the conversation. The app has Send and Don't send, and for changing the text it asks the person to open the web.

Who decides

People who can answer in the conversation's branch and who also may do each action of the plan. A person without the right to one of the actions cannot send that draft, and can still reply to the client. Only a person decides: a program and the assistant cannot.

When Send is refused

If the channel window is closed, the channel is disconnected or WhatsApp has no payment method at Meta, Send and Edit are refused, and the draft stays open. Don't send works in every case.

What happens after

• A draft closes without a decision when a person replies, takes the conversation over or the card moves to Spam.
• If the free time or the visit changed while it waited, nothing is done and the client waits for an answer again.
• An action carried out before a later failure is not undone. The item lists each action as done, not known or not done.

Handoffs are not held back in this mode. A handoff with a pause leaves no draft: the item has the client's words, and a person answers from it (see Handoff to people).