Open Automate → Reply Agent → Review replies to see what the agent has been doing at a location: every message it looked at, what it sent (or, in Review first, what it would have sent), and anything it handed to your team with the reason.
Pick a Period — Today, Last 7 days, Last 30 days or All time.
Grade replies
Mark each reply the same way as in Try it:
| Grade | Use it when | Effect |
|---|---|---|
| Looks good | The reply was accurate, polite and helpful. | Raises your quality score. |
| Wrong reply | Wrong facts, bad timing or weak wording. | Fix the fact in What it knows so the next answer is right. |
| Needs staff | A person should have handled it — a complaint, medical advice, a refund. | Records a safety miss. On a live reply, shows an alert banner offering to Switch to Shadow (Review first) or Keep Live. |
Grading never changes or re-sends past messages, and it isn't used to train outside AI models.
When you mark a live sent reply Needs staff, the app shows an alert banner: "A live reply should have gone to your team. The agent is still answering live. Switch to Shadow mode to check drafts safely, or keep replying live." You can click Switch to Shadow to stop live sends and check drafts safely in Review first, or click Keep Live to leave the agent answering while you update its knowledge.
You can also teach the right answer or add a handover rule directly from a reply card so the agent handles similar questions properly next time.