Assisted mode: reviewing AI drafts
How to review, edit, approve, or discard AI-drafted replies before they send.
In assisted mode, your WhatsApp AI writes the reply but never sends it on its own. It parks the reply as a draft inside the chat, and waits. You read it, tweak it if you want, then send it or throw it away. Nothing reaches the customer until a person says go.
This is the safe middle ground between full autonomy and replying to everything by hand. The AI does the typing. You keep the final say.
The point of assisted mode
You get the speed of an AI that drafts an answer in seconds, with the safety of a human checking it. Set a conversation to Assisted when you want help but not hands-off automation, for example on sensitive chats, VIP customers, or while you are still learning to trust the agent.
What an AI draft looks like
When a customer messages an assisted conversation, the agent prepares a reply and shows it as a draft bubble in the thread. It sits on the right, where your sent messages appear, but it is clearly marked so you never mistake it for something already sent:
- A dashed blue border instead of a solid bubble.
- An AI draft label with a small sparkle icon.
- The note review before sending.
- Three actions: Edit, Discard, and Send.
The draft does not change the conversation preview in your inbox list, and it does not go out on its own. It simply waits for you.
Review, edit, send, or discard
Read the draft
Open the conversation and find the dashed AI draft bubble. Read what the agent wants to say. It uses your business profile, catalog, and the chat history to write a relevant answer.
Edit if needed
Tap Edit to open the text inline. Fix wording, add a detail, or rewrite it entirely. Tap Done when you are happy. The text you leave in the box is exactly what gets sent.
Send it
Tap Send. MAZZA delivers your reply to the customer over WhatsApp and turns the draft into a normal sent message. MAZZA also records who approved it, so your team always knows a person signed off.
Or discard it
Not the right reply? Tap Discard. The draft is removed and nothing is sent. You can then write your own reply, or leave the chat for a teammate.
Drafts are opt-in
AI drafts only ever appear in Assisted mode. In every other mode there are no drafts to review. See Agent modes and human handoff for how the modes differ and when the agent switches between them.
What gets sent and what gets recorded
When you send a draft, MAZZA uses the final text in the box, not the original wording, if you edited it. The message is logged as coming from the AI agent, but it also stores the team member who approved and sent it. That gives you a clear trail: the AI proposed, a human approved.
| Field | Type | Description |
|---|---|---|
| Draft textYou control | editable | What the AI suggests. You can change it before sending. |
| SendYou control | action | Delivers the (possibly edited) reply over WhatsApp and marks the message as sent. |
| DiscardYou control | action | Deletes the draft. Nothing is sent to the customer. |
| Approved byAutomatic | record | The team member who sent the draft is recorded on the message. |
Things to watch for
A draft can sit unreviewed for a while, and WhatsApp has rules about how long you can reply freely. MAZZA checks those rules at the moment you send, not when the draft was written.
The 24-hour window can expire mid-review
WhatsApp only lets you send a free-form reply within 24 hours of the customer's last message. If a draft sits past that window and you try to send it, MAZZA stops the send and opens the template picker instead, because only an approved template can reach the customer after 24 hours. Read more in Templates and the 24-hour window.
A couple of other cases MAZZA handles for you:
- Empty drafts cannot be sent. If you clear the text, the Send button stays disabled.
- Opted-out customers are protected. If the customer has opted out of WhatsApp, MAZZA blocks the send and tells you why.
Can a draft ever send by itself?
No. In assisted mode a draft is never sent without a person tapping Send. If you want the AI to reply on its own, switch the conversation to Autonomous mode.
What happens if a teammate already handled the draft?
A draft can only be acted on once. If someone else sent or discarded it first, MAZZA tells you the message has already been handled.
Does editing the draft retrain the AI?
Editing changes only this one reply. To change how the agent writes in general, adjust your business profile and catalog, which is what the agent draws on.
Last updated June 2026