Replying to a customer, internal notes and undo send

There are two kinds of message you can add to a ticket, and they behave very
differently.

Replies vs internal notes

A reply goes to the customer. It is recorded as an outbound agent message,
it moves the ticket to pending, and — for email tickets — it is delivered by
email.

An internal note is only ever visible to your team. It is never emailed, it
is marked delivered the moment you save it, and it leaves the ticket's status
alone. Notes are the right place for "I checked with the warehouse, this one
shipped late" — context that helps the next agent but should never reach the
customer.

Both count toward the ticket's message count, and both are written to the
activity log with who did it and when.

Undo send

Replies to email tickets are not sent immediately. Aigento holds them for a
short undo window — configurable per workspace from 0 to 30 seconds,
5 seconds by default — during which you can recall the message. Recall it
and the email is never sent at all; the customer sees nothing.

Two details worth knowing:

• The hold is a real scheduled job, not a timer in your browser tab. Closing
  the tab, or a deploy happening mid-window, does not cause a message to be
  lost or sent twice.
• Live-chat replies have no undo window. They are delivered instantly,
  because there is no email to recall.

Setting the window to 0 disables undo; replies then go out as soon as the
system picks them up.

Replies that need approval

A team member can be marked as unable to send external replies. When such an
agent writes a reply, it is not sent — it is held with the status
pending_review and appears in the review queue for an admin to approve or
reject. Approving sends it; rejecting discards it. Internal notes are never
held for review, because they never leave your workspace.

This is how you onboard a new agent safely: they can work the whole inbox, and
every customer-facing word gets a second pair of eyes until you turn the
restriction off.

Sandbox mode

A workspace in sandbox mode never sends real email. Replies are recorded on
the ticket exactly as they would be, and flagged as a dry send, but nothing
leaves the building. Use it while you are configuring automations or training
agents against real-looking data.

Sandbox mode does not silence internal notes or the rest of the app — it only
suppresses outbound customer email.

Attachments

You can attach files to a reply. Attachments are uploaded first and linked to
the message when you send it; only files you uploaded yourself in this
workspace can be attached, so one agent's upload can never be attached to
another agent's message.

Macros

Rather than retyping the same answer, insert a macro. See Macros: reusable
replies.