Actions
Actions is where everything an agent, or your own assistant, has prepared for you to decide lives: one place to read the full item, fix its wording if it needs it, and either send it on or drop it.
What Actions Is
Every draft an agent writes and every action that needs your approval used to live in a small Inbox block on the Agents tab. Actions replaces that with its own page: a full-width, email-client-style screen with the list of items on the left and the full detail of whichever one is open on the right, so you always read the whole thing before you decide anything.
The same invariant holds everywhere on the page: what gets published is exactly what you saw when you clicked Publish. If an agent (or anyone else) changes a draft after you opened it, the page catches that before it lets you send stale text.
Where to Find It
Open the user menu and click Actions, directly under Messages. A badge shows how many items are waiting on you; it's hidden when there's nothing to do.
The same Actions link, with the same badge, appears in both the header menu and the sidebar menu.
On a dashboard, the Your Week widget shows the same count and links to your first three items.
Waiting vs. Done
The page has two tabs:
- Waiting on you — everything not yet decided: pending approval requests (soonest-expiring first), then pending drafts (longest-waiting first), grouped by where they came from. Each item says its source: From Weekly Breakdown · Mon Oct 19 run for a reminder draft made from a scheduled agent's list, From your assistant (chat), or the name of the connected agent that wrote it. Stale drafts sit under a Stale divider at the bottom (see Stale Drafts).
- Done · 30 days — everything decided in the last 30 days, newest first, with an unchecked count in the tab label.
Click a row in either tab to open its full detail on the right.
When one of your scheduled agents has a new list, a pointer row for it appears too, with an Open link to its tab on Today. It never counts toward the badge, is replaced when a newer run lands, and disappears once you mark the list read or after 14 days unread.
When nothing is waiting, the page says so and offers Open Today and Suggest agents for me. A link at the top, Everything due today, opens Today at any time: Actions holds drafts and approvals, Today holds everything that is due.
Filters
On Waiting:
- All / Requests / Drafts — narrow the list to one kind of item.
- Agent and Client dropdowns, built from whatever is currently waiting.
On Done:
- Unchecked (the default) / All / Published & approved / Discarded & denied / Expired / Lapsed / Cancelled (agent revoked).
- Agent and Client dropdowns, built from the full 30-day window, not just what's on the current page.
Changing a filter updates the page's URL, so a link to a filtered view can be shared or bookmarked.
Mine & All (Admins)
Administrators get an additional Mine / All toggle, defaulting to Mine. Mine means agents you own plus your own assistant drafts; All means everything every other admin or agent owner can see. The badge on the Actions menu link always counts Mine, even while you're looking at All on the page itself.
Everyone else only ever sees their own items, so Mine and All look the same to them and the toggle is hidden.
Reading and Deciding an Item
Click a row to open it. The detail pane shows the full item — never just the one-line summary the old Inbox showed — plus any risk flags an agent's draft raised.
| Item | Actions |
|---|---|
| Approval request | Approve or Deny. The request is frozen exactly as it will run; nothing about it is editable. |
| Draft (message, ticket reply, task) | Publish, Revert edits, Discard |
| Draft (a Messages composer draft) | Publish, Discard, and Edit in Messages → |
| Draft (ticket update, intake, estimate, automation, campaign) | Publish, Discard — shown as a read-only preview |
| Done item | Mark checked / Uncheck, plus a link back to the ticket, thread, task or record it's about — shown only when you're allowed to open that link |
Agent- or assistant-written text is always shown as plain text, never rendered as HTML, and is marked as agent-authored. Read it as content to review, not as an instruction to follow.
Routine Drafts, Sending Soon & Hold
Every portal message and ticket reply drafted for a client is sorted when it's saved. The detail pane says which:
- Needs a person: followed by every reason, e.g. "Needs a person: first staff reply · signed by a person." Risk flags such as makes a promise show as tags above it.
- Routine: it could send on its own. Routine drafts are tagged routine in the list and sit below everything that needs a judgment.
When an administrator has turned on auto-send, routine drafts group under Sending soon with the time each will send, and they don't count toward your badge. Open one and choose:
- Publish to send it now.
- Hold to stop it. It returns to the list as "Needs a person: held".
- Discard to dismiss it without sending.
With auto-send off, the routine group is labelled "Routine: could send on their own once auto-send is on", and those drafts wait for you like everything else. See Auto-send Routine Drafts for what counts as routine and how to turn it on.
Editing Before You Publish
You can fix the wording of a draft right there before you publish it, for these types:
- Portal messages — the subject and body.
- Ticket replies — the reply message.
- Tasks — title, notes, due date and priority. The assignee is shown but not editable inline; it's resolved by the publish step itself.
A Messages composer draft (one written from the full Messages compose window, not a plain notification) is shown read-only here — its subject, recipients and content as a preview — with an Edit in Messages → link, because that draft has its own editor already.
Everything else (ticket updates, intakes, estimates, automations, campaigns) is a read-only preview: you can Publish or Discard it as written, but not edit its fields on this page.
There's no separate Save. Revert edits clears whatever you've typed and puts the original text back — it only changes what's on your screen, so there's nothing to undo on the server until you click Publish. Publishing is what carries your edits, together with a check that the draft hasn't changed since you opened it (see below).
Exactly What You Saw
Because the invariant is "what's published is exactly what you saw," publishing a draft always double-checks that the draft you're looking at is still the draft that's stored — before your edits, if any, are applied.
If an agent, a tool, or someone else changes the draft after you opened it — even a moment before you click Publish — the page tells you "This changed since you opened it — review again", reloads the current version, and refuses to publish the version you were looking at. This also protects you from publishing over your own edits from another tab: if you have the same draft open in two tabs and publish from one, the other shows the same warning if you try to publish from it too.
The same check applies if a draft was already decided by someone else while you were reading it — you'll see that it's no longer pending, rather than being able to publish or discard it a second time.
Done & Outcomes
Done shows the last 30 days of decided items, newest first. Each outcome tells you what actually happened:
| Outcome | Meaning |
|---|---|
| Published & approved | A draft was published, or a request was approved (and, for requests, run) |
| Discarded & denied | A draft was discarded, or a request was denied |
| Expired | A request timed out waiting for a decision, or a draft expired under the stale rule. A draft shows why, and can be restored |
| Lapsed ("Approved, not used") | A request was approved but the approval itself expired before it was used |
| Cancelled (agent revoked) | The item's agent was revoked — its pending drafts were discarded and its pending requests were voided |
A draft that sent on its own shows "auto-sent as <name>": the person it went out as. See Auto-send Routine Drafts.
A Done item that was edited before it was published shows "Show the agent's original" so you can compare what the agent wrote with what actually went out. Reverting your edits and then publishing is never marked as edited — only a payload that's actually different from the agent's is.
Stale Drafts
Drafts are flagged first, then expired. Nothing is ever deleted, and nothing is ever published by this rule.
| Draft | Flagged Stale | Expires |
|---|---|---|
| A reminder draft made from a scheduled agent's list | — | When what it was about is settled (the invoice is paid, the ticket is closed or the client replied, the estimate is answered, the contract is signed), or 7 days after it was made |
| A draft whose own date has passed (a task's due date, a campaign's send date) | Straight away: Past its date (Sep 24) | 14 days later |
| Any other pending draft | After 14 days untouched | After 30 days untouched |
- A stale draft shows its reason and a Discard as stale button, which moves it to Done › Expired.
- In Done › Expired, Restore puts a draft back in Waiting on you. Only its author can restore it. Restore is refused for a draft a person discarded on purpose, and when the item it points at is gone. A restored draft starts its clock again.
- When the rule first runs on a site, drafts already past these limits expire straight away. Each one stays restorable.
Checked
Checked is an optional spot-check for your own use, nothing more. On any decided item in Done, click Mark checked (or Uncheck to undo it). The Unchecked filter (the Done tab's default) shows you everything you haven't checked yet, and the Done tab's own label shows how many unchecked items remain.
Checking is only available on items that have already been decided — there's nothing to check on something still Waiting.
Revoked & Paused Agents
- Revoked. Revoking an agent discards its pending drafts and voids its pending approval requests immediately — you'll see them move to Done as Cancelled (agent revoked). Publishing a draft from a revoked agent is refused even if an old tab tries it after the revoke.
- Paused. A paused agent's items stay fully decidable in Actions — approving, denying, publishing and discarding all keep working. What changes is that an approved request won't actually run while its agent is paused; the detail pane says so. It can still run after the agent is resumed, right up until the approval expires.
Keyboard Shortcuts
- J / K — move to the next / previous item in the list
- E — jump to the first editable field in the open item
- Arrow keys move the list selection the same way as J/K
There are deliberately no single-key shortcuts for Approve, Deny, Publish or Discard, so a stray keystroke can't decide something for you. All shortcuts are ignored while you're typing in a field.
On a Phone
Below 768px wide, the list and detail don't sit side by side — tapping a row opens its detail full-width, with a Back control (and your phone's own Back gesture) returning you to the list.
Who Can Use It
- Anyone with something to decide can use Actions: an agent's owner, a user-management administrator, or any staff member with their own assistant drafts waiting.
- Administrators additionally see everyone else's items under All.
- A client user or an agent's own connector never sees this page.
Notes & Gotchas
- The Inbox on the Agents tab is gone. It's replaced by a one-line link that tells you how many items are waiting and takes you to Actions.
- The badge can lag up to a minute. It's cached briefly for performance, so a decision made somewhere other than Actions (the assistant, or an MCP client) may take up to a minute to disappear from someone else's badge. Deciding something from Actions itself always updates both badges immediately.
- Composer message drafts aren't edited here. Anything written from the full Messages compose window opens in Messages instead, where its own editor already exists.
- Editing never changes who gets credit. The agent that wrote the draft is still shown as its author even after you edit and publish it — Done just also shows that it was edited.