Native staff reply and note proposals can appear under Pending actions before being applied. Review the proposed target and full text there; a chat message saying a draft is ready is not confirmation that it was sent or saved.

Find the proposed operation

Open PD Modules → PD AI Assistant → Assistant and locate Pending actions when proposals are present. Read the action summary and displayed content alongside the original authorised request.

For a ticket reply, open the actual ticket separately and check the current customer, thread and latest response before deciding. For a client note, confirm the intended client. A familiar-looking draft can still refer to the wrong record or become outdated while another staff member works.

Decide whether to apply it

1. Confirm the proposed operation and target.
2. Read the complete wording and check factual statements.
3. Review any signature that will be added by the current reply-signature settings.
4. Choose Dismiss if the proposal should not proceed.
5. Choose Apply only when you intend that operation now, then inspect the result in the normal admin record.

Applying a ticket reply performs a real support action; it is not a preview button. Dismiss removes the proposal from the pending view and is not a way to undo something already applied.

Reconcile before retrying

If Apply returns an error, times out or the panel disappears, check the actual ticket or client record before trying again. Do not infer that no operation occurred merely because the success message was missing.

The Assistant panel shows a recent selection of proposals, so an absent item does not by itself establish whether it was applied, dismissed or simply fell outside that view. Retain the redacted proposal summary, target reference and original time if your hosting team cannot establish the result from the actual record.

Keep other integrations distinct

This procedure covers the native proposal workflow. Memory saves, connectors and additional MCP Hub tools can follow different controls. A hub approval is not interchangeable with Apply in this panel, and enabling customer access does not grant customers this staff action screen.

See the PD AI Assistant Blesta guide for related tasks, or explore PD AI Assistant.