Reviewing Bot Suggestions

When Cove AI is in Suggest mode, it drafts a reply but does not send it. The draft lands in the inbox for an agent to review. The customer sees nothing until an agent approves.

Where drafts appear

Open any conversation with a bot draft. The draft appears in the composer at the bottom of the conversation, pre-filled with the bot’s suggested text.

You will also see which source articles the bot used (if citations are enabled) so you can verify the answer is grounded in the right content.

Your three options

Accept: If the draft looks good, send it as-is. Click Send (or press Enter if you have keyboard shortcuts enabled). The draft is sent to the customer under your name.

Edit: Change any part of the draft before sending. Edit the text directly in the composer, then send. The interaction is counted as “edited” in the analytics funnel - the bot gets partial credit.

Reject: Delete the draft and write your own reply from scratch. The interaction is counted as “rejected”. If you reject because the answer was wrong, that is a signal to update your Q&A snippets or knowledge base so the bot does better next time.

How this feeds the learning loop

Every accept, edit, and reject is recorded and surfaced in the AI agent analytics trust funnel. Over time, the acceptance rate tells you whether the bot is ready to graduate to a less supervised mode.

If you are seeing a lot of edits and rejections on a particular topic, check the Knowledge gaps report - the bot is likely drawing from outdated or incomplete content for that topic. Updating the relevant article or adding a Q&A snippet with the correct answer will improve future drafts immediately.

Turning off Suggest mode

When you have enough confidence in the bot’s quality, switch to Auto when offline or Auto in Cove AI - Setup - Mode. The graduation nudge in the analytics dashboard will tell you when the acceptance rate is high enough to make that call.

See Suggest mode vs auto-reply for the full breakdown.