Agent with limited permission can create the draft of response but cannot publish it.
After they create a draft, it’s sent to the supervisor who has permission to review it in the separate tab.
Everytime a new draft appears, the supervisor gets a notification
Supervisor has to be added to the same team as the agent who is sending a draft for acceptance.
Supervisor can reject a draft and add a note of what needs to be changed or can approve it if everything is correct.
When a draft is accepted, it is automatically published (agent who is the author of the draft gets notified that the draft has been approved so he can close the thread).
Updated 5 months ago