An AI draft gives your team a starting point for a customer reply while leaving the final message with a person. In Momo Business, account automation can prepare drafts, and Inbox lets a teammate place a draft in the composer, correct it and send it.
A good review checks the facts, the customer's actual request and the promises in the answer. Fluent wording and a confidence label are not evidence that an order, payment or appointment has been verified.
Prepare the drafting account
You need a connected messaging account, permission to manage AI settings and a workspace agent whose Thinking Engine is enabled and available for Inbox. Reviewers need access to the account and permission to send messages. Decide who owns each conversation so two people do not send different answers.
Give the agent current, relevant business facts through the Knowledge library, and check its selected collections and tools. Use the knowledge guide to test the sources. A drafting policy concerns the customer reply; review enabled tools separately before running agent tests or giving the agent operational tasks.
- Open Accounts → Automations and select the business account.
- Choose AI agent, then select the prepared agent.
- Set Reply behavior to Draft for review.
- Review Reply timing & limits, then select Save account automation.
- Open a controlled test chat in Inbox and choose Use account default if the chat has an override.
Send a realistic question from a separate customer identity. Confirm that a draft appears and that no automatic answer reaches the customer. Email account automation also prepares drafts, but the email team reviews and sends from Mailbox.
Read the conversation before opening the draft
Start with the latest customer message and enough earlier context to understand it. Check whether a colleague already replied, whether the customer corrected an address or date, and whether a linked order or ticket contains the answer.
Use Assigned to in the conversation sidebar to give one person ownership when your role permits it. Internal notes can record the fact that needs checking and who will check it. Keep notes factual and separate from the customer-facing message.
Do not assume a draft was generated after the most recent event. A customer may have added information while the agent was working, or a teammate may have resolved the issue elsewhere. Compare the draft with the current thread every time.
Use the draft and verify its claims
When AI draft ready appears, select Use draft. This copies the full suggested reply into the composer; it does not send it. Read the entire answer there rather than relying on the short banner preview. It replaces the composer's current text, so preserve any unsent wording you still need first.
Check these details before sending:
- Identity and context: the correct customer, account, order reference and service.
- Facts: prices, opening hours, locations, status and dates match a current source.
- Promises: refunds, reservations, callbacks and delivery times have actually been authorized or confirmed.
- Next step: the customer knows what will happen, who will act and whether anything is still pending.
- Disclosure: the reply contains only information appropriate for that customer.
If a claim cannot be checked, remove it or state the uncertainty plainly. A concise clarification question is better than a detailed answer built on the wrong assumption.
Worked example: an unconfirmed collection time
A customer writes, “Can I collect order MB-204 tomorrow morning?” The draft says, “Your order is ready. Collect tomorrow from 08:00.” Your order record shows that packing is still in progress.
Replace the unsupported confirmation with:
“Thanks for checking on order MB-204. Packing is still in progress. Our team will confirm when it is ready for collection. Is tomorrow morning your preferred time?”
Add an internal note naming the colleague who will check readiness. If the team later confirms collection, send a follow-up with the verified date, location and any relevant opening hours. Do not let “tomorrow” remain ambiguous when the conversation spans several days.
Send once and check the result
Before sending, confirm that the composer contains the reviewed answer and the thread has not received a conflicting update. Send through the normal conversation control, then inspect the message result. Check the receiving test phone during your initial trial.
If the channel's reply window prevents an ordinary reply, follow the account's supported template workflow; editing an AI draft does not bypass channel restrictions. Use the message-template guide when a template is required.
Dismissing the draft banner only hides that suggestion in the current browser session. It does not disable account automation or establish that the customer was answered. For a conversation that needs a person throughout, choose Handle this chat manually.
Improve the next draft
Track recurring errors in the underlying source material: an old collection address, an unclear refund rule or missing escalation instructions. Correct the source, ensure it is ready and repeat the affected test questions. If drafts stop appearing, check the chat responder, agent availability, human pause and account connection before changing instructions.
For broader control over defaults and individual exceptions, use the account automation guide.