When you select a conversation that has a pending draft, you'll see the thread history at the top and the Draft Card at the bottom. The card has a soft animated border and a label reading AI Draft · review before sending, so it's always distinguishable from messages that already went out.
Reading the thread
The thread view shows the conversation in chronological order. Inbound messages from the user appear on the left, outbound messages from your team on the right. Each message bubble shows the text and a timestamp. The view auto-scrolls to the newest message when something new arrives.
If the conversation started from an automation triggered by a comment, a small Triggered by a comment link in the thread header takes you straight to the original comment.
The Draft Card
The Draft Card is editable. Click into the text area and rewrite as much or as little as you want before sending. Three buttons sit below the text:
- Regenerate — asks the agent to draft a fresh reply. Useful when the AI got the tone wrong or missed something obvious. The previous draft is replaced.
- I'll take it from here — hands the conversation off to you as a human. The AI stops drafting on this thread, and a Manual Compose box replaces the card. See Taking over a conversation manually.
- Send reply — sends whatever is currently in the textarea (your edits or the AI's text as-is).
Send is intentionally fast: the moment you click it, the draft collapses and an outbound bubble appears in the thread. The reply is on its way to Meta in the background. If Meta rejects the send for any reason, the draft restores itself and an error toast explains what happened.
What the AI sees when it drafts
Each draft is generated from:
- The agent's brand context and tone settings (the same ones it uses for comments).
- The agent's DM-specific instructions, if set. See Enabling DMs on an agent.
- The agent's knowledge base (FAQs, documents, crawled pages). See Knowledge management.
- The last 20 messages in the current conversation.
- For conversations with prior Meta history, a backfill of recent messages the user exchanged with the page before ReplyZen was connected.
- Real-time web search results, if the agent has web search enabled.
If the agent has the Disclose AI assistance toggle on, the first AI-drafted reply in a brand-new conversation will include a one-line disclosure. Subsequent replies skip it.
What happens if a new message arrives mid-review
If the user sends another message while you're still editing a draft, ReplyZen automatically regenerates the draft to include their new context. The draft you were editing is replaced. Anything unsent is lost, so if you've made meaningful edits, send first and refine later.
When there's no active draft
After the AI sends a reply (or you do), the conversation sits in a "waiting for the user" state. The Draft Card is gone, and a small status line at the bottom of the thread reads: "No active draft. When the next message arrives, AI will prepare a draft for you to review and send."
Reply window closed
If the 24-hour window expired before you sent anything, the Send button disables and a red note explains why. There's no workaround during the beta. See Taking over a conversation manually for what the reply window meter means.
Next steps
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