# Choose if your agent sends replies or drafts them

> The Agent step in a workflow has a mode. Act sends replies. Draft saves each reply for a person to approve. Calls run only in Act.

Source: https://useline.io/help/ai-agents/agent-modes  
Section: AI agents  
Last updated: 2026-11-05  
Roles: Owner, Admin

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

1. Open **Workflows**.
2. Open the workflow.
3. Select the **Agent** step.
4. In **Mode**, select **Act** or **Draft**.
5. 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.

1. Open the conversation in the **Inbox**.
2. Read the draft.
3. 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

1. Open **Agents**, then select **Manage agent** on the agent.
2. 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.

## Related articles

- [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text.
- [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows.md): A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail.
- [Hand a conversation over to a person](https://useline.io/help/ai-agents/hand-over-to-a-person.md): Add handover rules in the agent's Procedures tab. When a rule matches, the conversation waits for your team. You choose if the agent keeps answering while the customer waits.
- [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it.