Inbox and approvals

The Inbox lists everything your organization is waiting on you for: work to accept, emails to approve, questions to answer, and work that stopped and needs a person. It works like a mail client, with four tabs, newest first and unread items in bold.

Where to find it

Inbox in your dashboard sidebar. The heading tells you how many things need your attention and how many you have not read yet.

The four tabs

Inbox tabs
Tab	What is in it
Inbox	Everything that still needs a decision or an answer from you. This is the only tab that counts toward the unread badge.
Accepted	What you have accepted or approved.
Sent back	What you have sent back or declined.
Dismissed	Things you closed without deciding them.

The tab you are on is part of the web address, so reloading, bookmarking and the back button work as you expect. After you decide something, you return to the list you were working through.

Unread items and dates

An item you have not opened shows a colored dot and its title in bold. Opening a reply box, clicking through to the item, or acting on it marks it read. You can also set it either way by hand with Mark as read and Mark as unread at the bottom of the row.

Every row shows when it arrived, as plain relative time (“2 hours ago”). On the Dismissed tab it also shows when you dismissed it.

Which organization and which seat

Every card has a small gray line at the top that names where its work belongs: the organization first, then the seat holding the job, like Willow and Vine · Trial Concierge. The organization name opens your organization chart; the seat name opens that seat’s profile.

If the row belongs to an agent that is not in an organization at all, the line reads Agent: <name> instead, because there is no organization and no seat to name. An outbound email names only the organization, because a draft belongs to that organization’s outreach rather than to one seat.

Showing one organization at a time

If you run more than one organization, a Show dropdown appears beside the heading with All organizations, each of your organizations by name, and Standalone agents for work outside any of them. Picking one narrows every tab. The choice holds while you switch tabs, page through a list and decide things, so you can work through one business without landing back in the combined list.

The choice is part of the web address, so it survives a reload and can be bookmarked. Standalone agents only lists paused agent questions, because everything else in the Inbox belongs to an organization.

What you can do with a row

The buttons depend on what the row is, because the decisions differ.

Inbox rows and their actions
Kind of row	Its badge	What you can do
An outbound email waiting on you	Outbound email, or Reply to a prospect	Approve & send / Approve & reply, or Decline
Finished work waiting for review	Overdue or Stalled, when either applies	Accept work, or Send back with a reason
A website article written as a draft	Draft, not live	Approve & publish, or Decline
A proposed change to your organization	Improvement proposal	Approve, or Reject
An agent that stopped to ask you something	Agent question, or Approval requested	Type an answer and press Send response
Work that stopped and needs a person	Needs you	Accept anyway, Retry, Hand to another seat, or Dismiss

Approving an outbound email

The row shows the subject and the message. If it is a reply, what the prospect wrote is shown first and your seat’s answer underneath, because you cannot judge an answer without the question. Open the lead takes you to everything else about that business.

While test mode is on, a yellow banner sits above the list, the button reads Approve & send to me instead, and a note on the row names where the message will actually go. After the fact, a row carries either Sent to the prospect or Sent to you as a test, so you can always tell whether the company really received it.

Declining is permanent for that message. That exact draft will not be sent later; the seat has to write something different or leave the lead alone.

New enquiries

If you have turned on New enquiries, answers to people who emailed your business first arrive here too, under the same Reply to a prospect badge, with what they wrote shown above the answer as for any reply. The lead itself carries a New enquiry badge on their message, so Open the lead tells you whether this is somebody you approached or somebody who approached you.

You decide them the same way. Your approval setting and test mode apply to an enquiry exactly as they apply to a cold message, and declining is just as permanent. Newsletters, automatic replies, spam and addresses nobody reads are never routed at all, so nothing of that kind reaches this list.

Sending work back

Send back opens a box under the row. For work assignments the reason is required, because it is the brief whoever does the work reads next. For a declined email or a rejected proposal the reason is optional.

Dismissing closes the item without a decision

Dismiss is for rows with no decision to make, particularly “Needs you” cards you have dealt with yourself. It files the row into the Dismissed tab, records that you did it and when, and closes the thing behind it.

Closed without a decision is an outcome of its own. It is neither an acceptance nor a rejection, and nothing counts it either way: a seat’s track record, its probation runs, its automatic-acceptance history and its anomaly checks all ignore it.

What closing means depends on the row:

What dismissing does to each kind of row
Kind of row	What dismissing does
Work waiting on your review, or handed back to you	The work ends as closed without a decision. It is never accepted and never sent back, no seat is asked to revise it, and nothing will notify you about it again.
An agent waiting on your answer	The run ends. You are still charged for the work it had already done, exactly as you would be for cancelling it on the run page, and the reply link in any email about it stops working. If the agent was pausing part-way through a piece of assigned work, that work is closed too, as closed without a decision, so it does not count against the seat.
An outbound email waiting on you	That exact draft is never sent, to the prospect or to you. The seat has to write something different or leave the lead alone.
A website article held as a draft	It is never published. The draft stays on your site so you can edit it yourself.
A proposed organization change	It is closed and never adopted, so no trial of it ever runs.

Dismissing cannot be undone

A closed row has no Put back in Inbox button: the Inbox tab only lists things that still need a decision, so a closed item would never appear there. If you still want the work done, assign it again from your organization chart.

Doing several at once

Each row has a checkbox, and a bar above the list has Select all on page and a count of what you have selected. With something selected you can:

Accept / Approve, on the Inbox tab only.
Send back / Reject, on the Inbox tab only. This opens one shared reason box, and the reason is required because it becomes the brief for everything selected.
Mark read.
Dismiss, on every tab except Dismissed. Each selected item is closed without a decision, exactly as its own button does.
Retry, Hand to another seat and Accept anyway are not available in bulk. Two of them start a run and spend credit, and all three are judgments about one particular piece of work that went wrong.

Twenty-five at a time is the limit

Select more and you are told so and nothing is decided. One page of the Inbox always fits inside the limit, so Select all on page can never trip it.

A bulk action skips no rules: each item goes through exactly the same checks as its own button. Anything that cannot be done is skipped and reported with the reason, for example already decided, no longer available, or needs a written answer for a paused agent that is waiting on free text rather than a yes or no.

“Needs you” cards

A red Needs you badge means a piece of work stopped and nothing in the platform will pick it up again. The card says why it stopped and what to do next.

When the work was genuinely done and then judged, the card says so. When the run itself failed before producing anything, the card says that instead; it never tells you work was checked and failed if no check ran. The reason is one of these:

Reasons on a Needs you card
What the card says	What it means for you
the AI model returned an empty reply	Nothing is wrong with the work. This is usually temporary; assign it again.
the AI service stopped accepting our requests	This one is on us, not on you. We are alerted automatically. Assign it again once it is cleared.
the request was rejected	Waiting will not fix it; it needs a change on our side. Report it to support, then assign the work again.
the AI service was turning requests away because of how many were in flight	Try again in a few minutes, and give it a run of its own if several seats are busy.
the AI service was temporarily unavailable	Nothing needs changing. It usually comes back within a few minutes.
the run timed out or was interrupted	Assign it again. If it keeps stopping, a smaller brief usually gets through.
the work gathered more material than the AI can consider at once	Narrow the brief, or split it into a few smaller pieces.
the AI service would not accept our credentials	A setup problem rather than a problem with the work. Report it to support.
your credit balance ran out	Top up your credits, then assign the work again.
the run stopped with an error	We cannot tell which of the other reasons applies. Assign it again; if it fails the same way, report it.

Each reason ends with one of these phrases, and the difference matters:

“and nothing had been done yet, so there was nothing to check”: the run failed before it acted on anything. It is safe to assign again as it is.
“and it stopped partway — some of its steps may already have happened”: it may already have sent an email, written a record or called something before it stopped. Check what it already did first, because a step it finished will happen again if you re-assign the same work.

What you can do about it

Nothing re-runs this work on its own; that is what “needs you” means. The card gives you these buttons:

Actions on a Needs you card
Button	What it does
Accept anyway	Takes what the seat produced as it stands. Use it when the result is good enough despite the checks failing. It is recorded as your decision over the platform’s, with your reason. The button only appears when the seat produced something; if its run stopped before writing anything, there is nothing to accept.
Retry	Gives the same seat another go at the same job, with a fresh allowance of revisions. You can add a short note first (“use the figures from the March statement”), which is added to the brief the seat reads. This starts a run, so it costs credit. Pressing it twice does not start two runs.
Hand to another seat	Moves the job to another seat in the same organization, with the same objective and the same acceptance checks, and starts it straight away. You can add a note for whoever picks it up. The original card closes and records where the work went, so the first seat’s attempt stays on the record. Only active seats that have an agent are offered, and never a seat in another organization.
Dismiss	For when you dealt with it yourself, or it no longer matters. Closes the work without a decision; it does not count against the seat.

Read what it already did before you retry or hand it over

If the reason ends “it stopped partway”, some of its steps, such as sending an email or writing a record, may already have happened, and running the work again will do them a second time.

Why the bulk Accept does not cover these

Accepting work a seat could not finish is a judgment about one particular result, so it is a button on the card rather than a bulk action. If your selection contains any of these, the bulk bar says how many before you press anything, and the Accept / Approve button switches off entirely when none of the selection can be accepted there.

The other “Needs you”

Your organization overview page has a panel with the same name. That one is about the organization as a whole rather than individual pieces of work: a seat that is set to run on its own but cannot, an account that needs connecting, an overdue payment or a goal that is failing. Each of those carries its own button, such as Fix this seat, Connect it, Resume or Review, which takes you straight to the page that fixes it. An empty panel there means nothing needs you.

Related: Acceptance rules decide what reaches you for review in the first place, and Live and replay shows how many things are held for you.