AI Actions is the one place to see and steer what the AI does in your shop. Replies and changes the AI drafted wait here for a person to approve, everything it did on its own is logged, and a single switch lets you pause it. Owners and managers use it to keep an eye on what the AI does and set how much it's allowed to do on its own.
Getting there
- Web: Growth & Marketing → AI Tools, then the AI Actions card (it's the first card under "Sell & convert").
- Mobile: open Go to → AI Tools → AI Actions. If you get the "Customer said yes — reply ready" notification, tapping it opens the same screen.
The page has a switch card at the top and three tabs underneath: Waiting for you, History, and Held back.
Approving a drafted reply
When a customer says yes to a playbook text, the AI drafts the reply and parks it in Waiting for you instead of sending it. The tab shows a count when anything is waiting.
- Open the Waiting for you tab.
- Each card shows which AI feature made it, when, and an Open customer link. The first line says what the AI wants to do, followed by "Send it?" (or "Move it?" for an appointment change).
- For a message, the draft sits in a box labeled Reply (you can edit it before sending). Change the wording if you like.
- Click Approve & send to send it, or Dismiss to throw it away.
Approving sends the message as you, through the same path as sending it from the customer's thread, so the usual checks still apply (consent, quiet hours, and customers who texted STOP). If it can't go out, the action is marked Failed in History with the reason.
If the AI suggests moving an appointment, the card shows the New time and the button just says Approve. Approving reschedules it and lets the customer know.
A few things to know:
- A suggestion nobody decides on expires after 3 days and moves to History as Expired.
- Each suggestion can only be handled once. If a coworker already approved or dismissed it, you'll see "This AI suggestion was already handled or has expired."
- Suggestions that came from your own chat with Ask SalesThumb only show up for you, not for the rest of the team.
Reading History and Held back
History lists everything that's been decided or done, newest first, with a status badge:
- Done by AI — the AI did it on its own (for example an after-hours reply or a missed-call text).
- Approved — a person approved a drafted suggestion.
- Dismissed, Expired, or Failed.
- Held back — the AI wanted to act but was stopped.
Each row names the feature (After-hours receptionist, Missed-call text-back, Sales Playbook, Playbook quote-closer, Playbook follow-up, Playbook reply reader, or Ask SalesThumb) and the reason or error.
Held back shows only the actions the AI didn't take because AI actions were paused or your shop hit its limit, so you can see what it would have done.
Pausing the AI
The card at the top is titled AI can act on its own. While it's on, after-hours replies, missed-call texts, AI-written playbook texts and auto-quotes run on their own within your limits.
Turn the switch off to pause. The card then says when it was paused, and the AI keeps drafting suggestions for you but sends nothing on its own. Turn it back on to resume.
Setting hourly and daily limits
Under the switch are two boxes, Max per hour and Max per day. Out of the box a shop is allowed 60 per hour and 400 per day.
- Type new numbers into either box.
- Click Save limits.
- To go back to the standard numbers later, click Use defaults (it only appears once you've saved your own).
The highest you can set is 500 per hour and 5,000 per day. Setting a box to 0 stops that kind of action entirely until you raise it. The limits count texts, emails, quotes and new customer records the AI creates without a person. They're separate from your monthly AI spend limit.
By default the Owner, Admin and Manager roles can flip the switch and change limits.
Related: How AI-generated Sales Playbook messages work and Ask SalesThumb.
Frequently asked questions
Q: If I pause AI actions, does the AI stop drafting replies too?
A: No. Pausing stops the AI from doing anything on its own, like after-hours replies, missed-call texts, AI-written playbook texts and auto-quotes. It still drafts suggestions for you to approve in Waiting for you.
Q: How long does a drafted reply wait for me?
A: Three days. After that it expires and shows in History as Expired instead of being sent.
Q: Can I change the AI's reply before it goes out?
A: Yes. The draft is in an editable box labeled Reply (you can edit it before sending). Whatever is in the box when you click Approve & send is what goes out.
Q: What are the default limits, and how high can I set them?
A: 60 actions per hour and 400 per day. You can set up to 500 per hour and 5,000 per day, or click Use defaults to go back.
Q: Do these limits have anything to do with my AI spend limit?
A: No. They count the texts, emails, quotes and new customer records the AI creates on its own, and are separate from your monthly AI spend limit.