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How to Approve or Reject Items in the Review Queue

Feature Availability User Permissions Business Type Time to Complete Skill Level
All plans and the free trial All roles All business types About 5 minutes Beginner

Summary

Overview: The Review Queue holds everything Pippin wants to send that needs a person's approval first: replies, quotes, booking links and some follow-up messages. This guide shows you how to read each item, edit a reply, and approve or reject it.

Prerequisites:

  • You are signed in to your Pippify workspace.
  • At least one item is waiting. If the queue is empty, you see All caught up!

How Pippin Decides

  1. Pippin writes a reply, a quote or a booking link for a lead.
  2. Pippin checks your automation level (Settings › AI Studio › Guidance › Routing, under Automation level):
    • Review every reply: every reply Pippin writes waits in the Review Queue. Follow-up sequences, web chat and voice still send on their own.
    • Supervised: replies go out instantly. Booking links and quotes wait in the Review Queue. On email, a reply that carries a booking link waits with it, because the two go out as one email.
    • Full auto: replies and booking links go out on their own. Quotes still wait.
  3. Quotes always wait for approval, whatever the automation level.
  4. A follow-up sequence message waits in the queue if it promises a price or a date that Pippin could not find in your knowledge. It shows a Sequence Step marker.
  5. If the customer writes again while a reply waits, Pippin replaces the old draft with a new one that has read both messages. If someone on your team answers the lead by hand from the Inbox, the waiting draft is closed and nothing is sent.

Limits

  • Pippin never sends a waiting item by itself. It goes out only when someone clicks Approve & Send.
  • Full auto needs the Growth plan or higher. Review every reply and Supervised are on every plan.
  • Replies can be edited in the queue, and so can the words of a booking link card that carries Pippin's email reply. The booking link itself can't be edited. Quotes open on the quote page (see Step 6). A booking link on its own can only be approved or rejected.
  • A lead who has opted out can't be contacted by Pippin, so approving an item for that lead fails.
  • WhatsApp only allows a reply within 24 hours of the customer's last message, and Messenger only while its messaging window is open. Approving after the window closes fails.
  • An approved booking link goes out on the lead's own channel: email, SMS, WhatsApp, Messenger or web chat.

Step-by-Step Instructions

Step 1: Open the Review Queue

  1. In the left menu, click Review Queue. A number badge on the menu item shows how many items are waiting. Hover over it to see, for example, 3 items pending review.
  2. You can also get there from:
    • the Inbox: when a reply for the open conversation is waiting, a bar says Pippin drafted a reply and is waiting for your approval. Click Open Review Queue.
    • the notification bell: click a Waiting for Review notification.
  3. Beside the Review Queue title, a pill shows how many items are waiting in total, for example 3 items pending review. The menu badge and this pill always show the same number.
  4. The oldest item is at the top. The page shows 25 items at a time. If more are waiting, click Load more at the bottom of the list. The list refreshes on its own.

Step 2: Show only one type of item (optional)

  1. Under the title, filter chips show what is waiting, each with its count: All, and Replies, Quotes or Booking links. A type with nothing waiting has no chip.
  2. Click a chip, for example Quotes, to show only that type. Click All to see everything again.
  3. The chip you pick stays in the page address, so you can bookmark the filtered list or share it with a teammate.
  4. If nothing of the chosen type is left, the page says Nothing of this type is waiting. Click All to see the rest.

Step 3: Read an item

Each item is a card. Its top line shows:

  1. A type label: Reply, Quote or Booking Link.
  2. The lead's name (click it to open the conversation in the Inbox) and the company.
  3. For a follow-up message, a Sequence Step label, with the channel (for example Sequence Step · Email).
  4. On the right, how long the item has waited, for example 10 minutes ago. It turns amber once an item has waited 30 minutes or more. Hover over it to see the exact date and time.

Below that, the card shows:

  1. For a reply, and for a booking link that answers a customer's email, the customer's message under Customer wrote, with the channel and time, and Pippin's answer under Pippin's draft. On a wide screen the two sit side by side; on a narrow screen the customer's message comes first.
  2. The email subject, when there is one (not on booking link cards).
  3. For a costed quote, a summary line (for example the version and the number of hotel sets) and, in red, any check that must be fixed before it can be sent.
  4. The draft itself. A reply shows in full. A booking link that answers an email shows Pippin's whole reply with the link below it, because both go out as one email. A booking link on its own shows the link. A quote card shows no quote text: open the quote to read it (see Step 6).

Step 4: Approve and send

  1. Read the draft.
  2. Click Approve & Send.
  3. A message confirms "Item approved and sent" and the card leaves the queue.

Step 5: Edit a reply before you send it

  1. On a Reply card, or a Booking Link card that shows Pippin's reply, click Edit Before Sending.
  2. Change the text in the box. You can only change the words of the reply. On a booking link card, the link is added below your words when it is sent.
  3. Click Approve & Send to send your version, or Cancel to go back without changes.

Step 6: Open a quote

  1. On a Quote card, click Open quote (or Open costing for a costed quote).
  2. Review or change the quote on the quote page. Sending the quote from the quote page also clears it from the queue.

Step 7: Reject an item

  1. Click Reject.
  2. A message confirms "Item rejected". Nothing is sent to the customer.
  3. Rejecting a Sequence Step skips only that step. The sequence carries on with the next step. To stop the sequence for that lead, use Stop & Remove in the lead's Follow-up section.

Verify It Worked

Success criteria:

  • The card is gone from the Review Queue and the badge count drops.
  • For an approved reply, the message appears in the lead's conversation in the Inbox.
  • When the queue is empty you see All caught up! and No items pending review. AI is handling everything within your automation level.

Troubleshooting

Common errors

  • "This lead has opted out of receiving messages, so it cannot be contacted automatically. You can still reply manually if needed.": the lead unsubscribed. Fix: reject the item. If you must reach the lead, reply yourself from the Inbox.
  • "Your Pippify subscription is inactive. Reactivate it under Settings > Billing to send messages, quotes and booking links.": your workspace is read-only. Fix: an Admin reactivates the plan under Settings › Billing, then approve again.
  • A message that your free trial reached its outcome cap: quotes and booking links can't be sent until you subscribe. Replies still go out. Fix: subscribe under Settings › Billing.
  • "This lead has no email address on file — only a phone number. Reply by SMS instead, or ask the customer for an email address.": the item would go by email but the lead has no real address. Fix: reject it and reply by SMS from the Inbox.
  • "Email channel not connected. Please configure your email channel in Settings.": no email inbox is connected. Fix: an Admin connects Gmail or Zoho Mail under Settings › Channels, then approve again.
  • "Messenger's messaging window has closed — the customer must message you first." or "WhatsApp only allows a free-form reply within 24 hours of the customer’s last message. This conversation is outside that window, so the customer must write again before you can reply.": too much time has passed. Fix: reject the item and wait for the customer to write again.
  • "The customer message this draft answers no longer exists, so the reply cannot be threaded. Reject it and reply from the Inbox." or "The customer message this booking reply answers no longer exists, so it cannot be threaded. Reject it and reply from the Inbox.": Fix: do as the message says.
  • "Pending review item not found": a teammate already approved or rejected this item, or a newer draft replaced it. The list refreshes. No action needed.
  • Approve & Send is greyed out on a costed quote: a check shown in red blocks the send. Fix: click Open costing and fix the check.
  • "This quote is empty. Write the quote or add its prices before sending.": the quote has no text and no prices. Fix: click Open quote, write the quote or add its prices, then approve again.
  • "Messenger could not deliver the booking link. Please try again in a moment.": Messenger did not accept the message. Fix: wait a moment and click Approve & Send again.
  • "We couldn't confirm this booking email reached the customer, so it can't be approved here.": an earlier attempt to send this booking email may already be in the customer's inbox, so Approve & Send and Edit Before Sending are greyed out. Fix: click Check the conversation, then resend from the lead page. Check the conversation (or your mailbox's sent folder), then resend from the lead's Appointments tab only if the customer didn't get it. See How to Send a Booking Link From Appointments.
  • "Could not load the review queue.": the list didn't load. Fix: click Retry.

Limitations & considerations

  • Every role can approve and reject, and everyone sees the same queue. A Sales Rep who clicks Open quote or Open costing for a lead not assigned to them sees "Quote not found. It may have been deleted, or it is on a lead that is not assigned to you."
  • If an approval fails, the item stays in the queue so you can try again.
  • Web chat and voice replies never wait in the queue.

Next Steps & Related Resources

  • Next steps:
    • How to Choose Quotes or Meetings and the Automation Level
    • How to Review and Send a Quote Pippin Drafted
  • Related articles:
    • Why Some Replies and Follow-Ups Wait for Approval
    • How to Send a Booking Link From Appointments
    • How to Reply to a Lead From the Inbox
    • How Notifications Work

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/19/2026