Choose if your agent sends replies or drafts them
You set the mode on the Agent step of a workflow. In Act mode, the agent sends its replies. In Draft mode, the agent writes each reply as a draft, and a person sends it.
The modes
| Mode | Messages (SMS, WhatsApp, Web Chat, email) | Calls |
|---|---|---|
| Act | The agent sends its reply. | The agent talks to the caller. |
| Draft | The agent saves its reply as a draft in the Inbox. A person approves, edits or dismisses it. | Not available. |
| Use deployment mode | The step uses the mode that the agent already has on that number, widget or inbox. If it has none, the agent is off. | Same rule. |
When the agent is off, it sends no reply. A message stays in the Inbox for a person. A call goes to voicemail.
Note: Select Act or Draft. Then you know which mode the step uses.
Set the mode
- Open Workflows.
- Open the workflow.
- Select the Agent step.
- In Mode, select Act or Draft.
- Select Publish.
All Agent steps in one workflow must use the same agent and the same mode.
Approve a draft reply
In Draft mode, the Inbox shows Line drafted a reply above the reply box.
- Open the conversation in the Inbox.
- Read the draft.
- Select Approve and send to send it as it is. Or select Edit to change it first. Or select Dismiss to delete it.
In Draft mode, the agent also prepares actions that change things outside Line. It does not run them.
See the mode of an agent
- Open Agents, then select Manage agent on the agent.
- In the Identity tab, find the Live on row.
Each tag shows a channel and its mode, for example "SMS · Draft".
Tool settings are a separate control
Each tool in the agent's Tools tab has its own setting:
| Setting | What happens |
|---|---|
| Run | The agent uses the tool. |
| Ask first | The agent asks for approval. The request waits in Agents > Work items until a person selects Approve or Deny. |
| Draft only | The agent prepares the action. It does not run it. |
| Off | The agent never uses the tool. |
Common problems
The agent replies in Draft mode, but the reply is not sent. This is correct. A person must select Approve and send.
Draft is not in the Mode list. The workflow starts with Call received. A call cannot wait for a draft, so calls run only in Act.
A WhatsApp reply became a draft in Act mode. WhatsApp lets you send a free reply only within 24 hours of the customer's last message. Outside that window, the reply waits as a draft. Send an approved template instead.