Approving the Shadow's drafts
Your Shadow drafts buyer-facing messages for you: replies to a buyer’s question, follow-ups, recaps, and messages that move a task forward. Nothing a Shadow drafts reaches a buyer until you send it. You can send a draft as it is, edit it first, or discard it.
How you find out about a new draft
Section titled “How you find out about a new draft”When the Shadow drafts something for you to approve, you get a Draft ready to approve notification. By default it arrives in the app and by email. You can also turn on instant messages (such as Slack) for it under Notifications.
Where drafts appear
Section titled “Where drafts appear”The same draft can be reached from several places on the deal. Wherever you open it, you’re reviewing the same draft.
- Contact center: the button at the top of the deal. The red badge counts conversations waiting on your reply. When you open it, it picks the conversation that has a pending draft first.
- Activity → Messages: every conversation on the deal, with the same composer under the open thread.
- A task or flag: when a task’s next step is a buyer message, its drawer shows Draft waiting in chat with Open and Discard.
- Shadow Co-Pilot: drafts the Co-Pilot prepares appear as cards in the chat. See Shadow Co-Pilot.
Review and send a draft
Section titled “Review and send a draft”- Click Contact center at the top of the deal.
- Pick a conversation from the left list. Conversations with a draft are tagged Draft.
- The draft is already in the compose box as ordinary text. Read it and edit anything you like, just as you would an email.
- If the draft has a highlighted gap, such as
[quote total?]or[Write your answer here…?], fill it in. Send stays blocked until every gap is filled, and the count of open gaps shows under the box. - Optionally click Attach to add a file.
- Click Send.
The caption under the box tells you exactly what Send does. For a buyer conversation, it sends the message into the deal’s Buyer Space, emails the buyer a notification, logs it to Activity, and syncs it to your connected CRM.
If the Shadow wrote part of the answer itself, a line under the box names the sources it used, so you can check them before you send.
Rewrite a draft with Help me write
Section titled “Rewrite a draft with Help me write”Click Help me write in the composer toolbar to:
- switch the draft to a different template (for example, a follow-up instead of a recap)
- switch its Language
- tell the Shadow what to say in your own words, then ask it to write the text (the button carries your Shadow’s name, for example Ask Maya to write it)
If you’ve already edited the text, you’re asked before it’s replaced (Replace or Keep my answer).
When a draft needs a fact only you know, the Shadow asks you directly under the box. Type your answer and send it with the Answer button (labeled with your Shadow’s name), and your reply is written into the draft.
Discard a draft
Section titled “Discard a draft”Click the trash icon (Discard draft) in the composer. From a task or flag drawer, click Discard on the Draft waiting in chat card. The draft is removed and nothing is sent.
Approving other kinds of next steps
Section titled “Approving other kinds of next steps”Not every next step is a message. In a task or flag drawer, the Shadow suggests a primary and a secondary move under Next steps, and you can also type or dictate your own instruction (the Tell … what to do box). When you pick a move, the Shadow prepares it in place. Then you choose:
- Approve and send (for a message), Approve and route (for a request sent to an internal team, such as Legal), or Approve (for a record change)
- Edit to change the details first, then Save changes
- Discard to drop it
If the deal changed after the Shadow prepared a move, you see The deal changed since this was prepared — review it and approve again. Check the details and approve again.
Some moves are marked as visible outside your workspace and can’t be undone. Read those carefully before you approve.
What happens after you approve
Section titled “What happens after you approve”- The message is sent and logged on the Activity tab.
- If the draft came from a task, the task moves to waiting on the person you contacted. If the follow-up date passes without an answer, the task’s urgency goes up so it rises in your queue. Any follow-up the Shadow prepares is another draft for you to approve. It never sends one by itself.
Conversations you can’t reply to
Section titled “Conversations you can’t reply to”Some conversations are view only: the buyer’s chat with the AI Concierge, a private thread between two buyer stakeholders, or a conversation you aren’t part of. These show View only and have no composer. Viewers, and anyone who can’t change this deal, see every conversation as view only.