PippifyHelp Center

How to Check a Lead Pippin Held for Review

Feature Availability User Permissions Business Type Time to Complete Skill Level
All plans and the free trial All roles All business types About 2 minutes Beginner

Summary

Overview: When a new email arrives and Pippin isn't sure it's a real inquiry for your business, it creates the lead but doesn't reply. It marks the lead Needs review and waits for someone on your team to decide: Real inquiry or Ignore.

Prerequisites:

  • Your email inbox (Gmail or Zoho Mail) is connected. Pippin holds leads for review only from new emails.

How Pippin Decides

  1. When the first email from a new sender arrives, Pippin checks who most likely wrote it and whether it's meant for your business.
  2. If it's unsure, it creates the lead, pauses itself on that lead and marks it Needs review. No reply is sent.
  3. The bar in the conversation says why. Examples:
    • Pippin isn't sure this is a real inquiry (…% likely a person)
    • Pippin isn't sure this is for your business (…% relevant)
    • Pippin thinks a colleague sent this (…%)
    • Pippin thinks this is a sales pitch or application (…%)
    • Pippin thinks a system sent this, not a person (…%)
    • Pippin thinks this is meant for another business (…%)
    • Pippin couldn't check this email (its checker was unavailable), so it hasn't replied
  4. Pippin stays silent on the lead until someone chooses Real inquiry or Ignore, or replies by hand.

Limits

  • Only new emails can be held for review.
  • A held lead can't be paused or resumed with Pause AI or Resume AI. Only Real inquiry, Ignore or a reply you send yourself release it.
  • A held lead isn't sent to your connected CRM until you choose Real inquiry.
  • If the lead is archived, unarchive it first to see the review bar. Unarchiving does not release the hold.

Step-by-Step Instructions

Step 1: Find the leads waiting for review

  1. In the left menu, click Inbox.
  2. Click the Needs review chip under the search box. The list shows only held leads.
    • Held leads also show a Needs review badge in the normal list.
  3. Click a lead to open it and read the email.

Step 2a: Hand a real inquiry to Pippin

  1. In the bar above the reply box, click Real inquiry.
  2. The bar disappears. Pippin takes over the conversation and writes its first reply now. If your automation level is Review every reply, that reply waits in the Review Queue for approval instead of sending.

Step 2b: Ignore an email that isn't a lead

  1. In the bar above the reply box, click Ignore.
  2. Read the warning: This deletes the lead and its conversation.
  3. Optional: tick Also ignore future emails from <sender's address> to stop new emails from this address becoming leads.
  4. Click Confirm ignore. To go back, click Cancel.

Step 2c: Reply yourself

  1. Write and send a reply from the Inbox. See How to Reply to a Lead From the Inbox.
  2. The hold is cleared and you own the conversation. Pippin doesn't send its own first reply. Click Resume AI later if you want Pippin to take over.

Verify It Worked

Success criteria:

  • After Real inquiry, the lead no longer shows Needs review, and Pippin's reply appears in the conversation (or in the Review Queue under Review every reply).
  • After Confirm ignore, the lead disappears from the Inbox.
  • If you ticked Also ignore future emails from…, the address is added to the senders Pippin ignores.

Troubleshooting

Common errors

  • "Could not hand this lead to Pippin. Please try again." or "Could not ignore this lead. Please try again.": the request didn't go through. Fix: try again.
  • "Lead not found": a teammate already ignored this lead. Fix: none needed; refresh the list.
  • "This lead is not awaiting sender review": a teammate already resolved it. Fix: refresh the conversation.

Limitations & considerations

  • Ignore deletes the lead and its conversation permanently.
  • If the held lead is already marked Won or Lost, or is archived, Real inquiry hands it to Pippin but no first reply is sent.
  • The Also ignore future emails from… option only appears when the lead has a real email address.
  • This hold is different from the Review Queue, which holds Pippin's drafted quotes, booking links and replies.

Next Steps & Related Resources

  • Next steps:
    • How to Stop Certain Senders From Becoming Leads
  • Related articles:
    • What Happens When a New Email Arrives
    • Why Didn't Pippin Reply to This Email?
    • How to Find a Lead in the Inbox
    • How to Take Over a Conversation From Pippin

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

Last Updated: 10/15/2026