Plan requirement
| Subscription | Any plan |
| Access | Admin |
Draft mode holds a public reply until someone approves it. Useful for new agents, and a bottleneck if you leave it on too long.
What it does
With draft mode on, a public reply is saved rather than sent. Somebody with the right permission reviews it and releases it. The customer sees nothing until then.
Turn it on or off
- Open Admin Center.
- Go to the ticket settings for the Agent Workspace.
- Switch draft mode for public replies on or off.
It can be activated and deactivated automatically as well, which is how teams apply it to trainees without applying it to everyone.
When it earns its keep
- New agents in their first weeks. Feedback before the customer sees it is worth far more than feedback afterwards.
- Regulated or high-stakes replies, where a wrong answer is expensive.
- A new channel or product where nobody is confident yet.
When it costs more than it gives
Every draft is a reply that is not moving. If reviewers are busy, response times rise and agents stop feeling responsible for their own answers. Treat it as training wheels with a date on them rather than a permanent control.
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