Reviewing and editing AI responses

Read what your Clone has been saying

Open Messages in the left sidebar (under Interactions). Every conversation your Clones hold, on every connected channel, lands in this one inbox. It's a two-pane view: on the left, a searchable list with one row per contact; on the right, the selected conversation's transcript — until you pick one it simply reads Select a conversation to view.

Inside a transcript you'll see the contact's name with their channel's icon, the inbound messages and your Clone's replies with timestamps, and a header reading IcloneU is handling this conversation while the Clone is on duty. Each person who writes in is also added to your Contacts automatically.

Filters keep a busy inbox manageable: a conversation-type dropdown — All conversations, Handover requests (conversations escalated for human attention), My active handovers and AI only — plus a date-range filter and an account filter.

Review and rate individual replies

Every Clone reply in a transcript carries its own control strip — your reply-by-reply review kit:

• Good response / Bad response — thumbs-up or thumbs-down a reply. Feedback is a tuning signal for the Clone's future answers, so rate freely: it's the cheapest way to steer quality.
• Notes — attach a note to a specific reply.
• Copy — copy the reply's text.
• Classification (the ⓘ control) — opens a popover showing how the reply was classified: an icon, a category and a one-line description, e.g. "💬 Answer — The clone responded the question". The categories use the same vocabulary as the Response authorizations required for list in a connection's settings.

Take over a conversation yourself

Sometimes reading along isn't enough and you want to answer personally. A conversation can pass to a human in three ways: the AI detects a predefined scenario (the user asks for a person, for example), the AI detects a condition you configured in the Clone, or you simply take over manually. Here's the manual route:

1. Open the conversation

   In Messages, select the conversation. While the Clone is in charge, the header reads IcloneU is handling this conversation.

2. Click Take Over

   Use the Take Over (person) icon in the header. The header flips to Agent handling, tagged with your user, a system line records that an agent joined, and the Clone pauses — it stops auto-replying immediately.

3. Write to the customer

   A composer appears at the bottom — Type your message to the customer... — with attachment and emoji controls. The Clone stays paused while the conversation is in your hands.

4. Return it to the AI

   When you're done, click Return to AI (the circular-arrow button). A Conversation returned to AI toast confirms the hand-back, the transcript logs "You are now chatting with the AI assistant.", the header reverts and the composer disappears — the Clone resumes on the very same conversation.

Your own replies can fail, too. On WhatsApp, Facebook and Instagram the platform only accepts messages for 24 hours after the customer's last message, so a reply you send once that window has closed is rejected — and the thread now says so, instead of rendering your message as though it arrived: it carries a red Not delivered pill. Hover the pill and it explains why — "The platform rejected this reply because its messaging window had already closed — it never reached the customer. You can reply again once the customer sends a new message." A rejection for any other reason shows the same pill with a shorter note, "The platform rejected this reply — it never reached the customer." There's no retry button for either: the message is gone, and on the 24-hour channels the window reopens the moment the customer writes again.

When the Clone escalates a conversation on its own, it also writes an Agent Briefing — a short summary of the case for whoever picks the thread up, drawn from the transcript and whatever it has gathered about the contact. Escalation isn't the only thing that produces one: the Clone also writes a briefing when it captures a contact's details mid-chat, and again every fifth customer message on any longer conversation. So a perfectly ordinary thread that was never escalated can carry a briefing too — its presence tells you the conversation got long enough to be worth summarising, not that anything went wrong. The briefing is kept on the conversation: open the contact in Contacts and look under Recent conversations, where every conversation that has one shows its briefing under the row.

One thing to know before you lean on it: a briefing is refreshed only while the Clone is still answering. Once an agent is actually handling the conversation the Clone steps out of the thread entirely, and the briefing stops updating with it — so what you read is the case as the Clone last saw it, not as it stands after a human took over. Treat it as the handoff note it is, and read the transcript itself for anything that happened since.

While a conversation waits for a human, account-wide settings decide whether the Clone sends periodic wait messages to reassure the contact, how long to wait, and what happens if nobody picks up — handing the conversation back to the Clone or notifying your team. You'll find them under Account settings → Options (avatar menu, top-right).

Hold replies for your approval

On comment channels — Facebook, Instagram and YouTube — people don't just message you privately; they also comment on your posts. Replies to those comments are managed in Post replies (left sidebar, under Interactions), and you can require your authorization before a reply goes out — the same per-connection gate that direct messages can opt into (see the callout below). The gate is configured per connection:

1. Open the connection's settings

   Go to Connections, select your Facebook, Instagram or YouTube connection and click the Settings (gear) button. The Account options panel for that account opens.

2. Tick the categories to hold

   Under Response authorizations required for, tick every category that should wait for you — for example Answers, Casual greeting or Unknown answers. You can select more than one, or use Select all. A ticked category is held for your approval; an unticked one is sent automatically.

3. Save

   Click Save. The setting is per connection, so the same Clone can answer freely on one channel and wait for your approval on another.

A held direct-message reply appears in its Messages thread with a green checkmark approve button (its tooltip reads "Authorize response") and a cancel control. On WhatsApp, Facebook and Instagram the platform only accepts replies for 24 hours after the customer's last message, so the held reply also shows an amber hourglass pill with the deadline — approve before 9:15 AM — and the connection settings show the same warning while hold mode is on: "This platform only allows replies within 24 hours of the customer's last message. A reply that isn't approved in time expires and can no longer be sent." A reply that isn't approved before the window closes flips to Undeliverable and can no longer be sent. On Telegram and Email there is no window, so a held reply simply waits until you act on it.

Auto-send after a delay is the middle ground: the reply parks for the minutes you set (5–240, 30 by default — the field's hint reads "Minutes before the reply sends automatically. You can approve, edit or cancel it during this time.") and then sends on its own. You can send it early, edit it, or cancel it during the window; if the customer writes again first, the parked reply is cancelled and its answer is folded into the regenerated one. On WhatsApp, Facebook and Instagram this mode is the safer choice — a reply you never get to still sends inside the platform's 24-hour window instead of expiring.

A reply that hasn't gone out yet carries a status pill in the thread: blue Scheduled when reply timing parked it, amber In review — In review · sends 9:15 AM — when the connection is set to Auto-send after a delay, and the amber approve before… deadline on held replies on WhatsApp, Facebook and Instagram. Scheduled and In review replies can be sent right away (the send button's tooltip reads "Send now — overrides the schedule"), cancelled, or edited before they go out. And conversations with a reply waiting on you — held for approval, or parked in review — show an hourglass badge with a count in the conversation list, on any channel with direct-message review on, until you deal with the reply.

• Automation replies are never held. Responses produced by an automation skip authorization on every channel — even on comments with the toggles on.
• “Continue in private” skips the gate. When a comment is escalated to a DM on Facebook or Instagram, the escalated reply is a direct message and sends without authorization, whatever the comment toggles say.
• Under human control there's nothing to approve. Once an agent is handling the conversation — badged Agent handling — the Clone goes fully silent (the customer's messages still land in Messages). While the conversation is only badged Handover requested or Pending assignment, the Clone keeps answering — with context telling it a person will take over — until an agent actually takes it. On WhatsApp, replying from the phone at either of those two stages counts as taking the conversation: it moves to Agent handling and the Clone falls silent. Replying from the phone in a normal conversation doesn't pause the Clone.
• The escalation reply itself is always reviewed. On a connection with Direct-message review set to Hold until approved or Auto-send after a delay, the reply that hands the conversation to a human is held (or parked) whatever categories you ticked — it is still AI-written text going to your customer, so it goes through the same gate. The handover doesn't wait for you: the moment the Clone escalates, the conversation is flagged for handover — it shows up under the Handover requests filter — your team is notified and the briefing is written, so reviewing that text never delays the takeover.

Post replies is where you then track each reply's journey. Pick the account to view and filter by response status. For Facebook and Instagram, comments sync automatically in the background, so the list stays current on its own; Refresh from Platform reloads the view from IcloneU's stored data. For YouTube, Refresh from Platform re-fetches the latest comments from the platform. The statuses you can filter by:

IcloneU doesn't publish per-status timing or retry details, so treat the names as your guide. And if the page shows "No connections available", nothing is wrong — you just don't have a comment-capable channel connected yet (see the FAQ).

Frequently asked