Action required

Action required is your inbox for the CRM. Every record that needs a person appears here: a new reply with a draft to approve, a classification the AI was not sure about, a follow-up that has come due, or a failure. Open it from Action required in the sidebar. The sidebar shows a count of what is waiting.

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What the queue holds

At the top, four numbers summarize it:

• In the queue: every record waiting on a person, with how many are awaiting a decision.
• Drafts to review: AI-written replies nobody has sent, edited or discarded yet.
• Follow-ups due: follow-ups waiting on a person, either drafts to approve or scheduled steps past their time with nothing drafted yet.
• Errors: records whose classification, drafting or sending failed. Select it to show only these.

Records the AI is still working on, or that wait for a follow-up in the future, are not in the queue yet. They are in the Pipeline. Each row names what it needs. Filter by the five groups in Action type: Other filters: Category, Channel, Due time (Overdue, Due today, Upcoming) and, under more filters, Subcategory, AI classification (Needs review or Reviewed), Sequence and Errors only. More rows load as you scroll.

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Classification categories and reasons

The AI puts each reply in one of four categories: Interested, Customer, Not interested and Other. Inside a category it picks a subcategory, and it records a confidence and a short reason. Hover the confidence on the record page to read the reason. The AI applies a classification on its own only when it is confident (the default threshold is 85%) and it is a normal forward move. It holds the classification as a proposal when:

• the confidence is below the threshold;
• the proposal is Customer, which needs review by default;
• the proposal is Other, which is reviewed by default;
• the lead is already on a funnel stage and the proposal would move them backward, or to an outcome with no stage number. Do Not Contact is exempt, so a suppression never waits in a queue;
• the lead is already a Customer and the AI proposes another category. A Customer is protected from AI changes.

A held proposal shows as AI suggests: … with two buttons: Accept, or keep what the record already has. You can also change the classification yourself at any time with the classification picker, titled “Fix classification — the AI misread this reply”. See Pipeline for stage rules.

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Review and send a draft

Open a row’s draft inline, or open the record page. The composer is headed Reply. If the AI cannot produce a draft, the card says The draft could not be written. Regenerate it, or write the reply yourself and click Create draft. The AI may quote your knowledge base. Under the draft, Knowledge used lists the excerpts it relied on.

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What happens after you send

• The message goes out through the chosen account and is added to the conversation.
• If the draft belonged to a sequence and another step remains, the record moves to Waiting and the next step is scheduled after its delay. When it comes due, a follow-up draft appears here under Follow-up due.
• If it was the last step, or there was no sequence, the record becomes Idle.
• A reply you write by hand takes over the current sequence step when there is one, so the sequence carries on.
• Any new reply from the lead cancels pending follow-ups and starts the cycle again.

If the provider cannot confirm a send, the record shows Delivery needs confirmation. Check the provider, add a note, then click Confirm delivered or Not delivered. The note is required, and AgentSDR never resends on its own.

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