Supa AI: What Requires Your Approval?

Supa can answer questions and suggest changes inside your workspace. It waits for your approval before sending a customer reply or changing your data.

What needs approval?

Supa can read articles and requests, answer questions, and summarize information you have access to without approval.

You review and approve changes such as:

• Customer replies: Send an email to a customer.

• Requests and contacts: Create, update or close a request, add an internal comment, or update a contact.

• Articles: Create, edit, import or organize drafts, or publish your help center.

Review a suggested reply

1. Ask Supa to draft a reply. Open a request and tell Supa what you want to say.

2. Select Review. Check the recipient and message. If something is wrong, cancel and ask for a corrected draft.

3. Approve when ready. Then check the conversation to confirm the reply was sent.

Sending a reply and closing a request are separate actions. Internal comments and closing notes stay private.

Saving a draft does not publish it

Approving an article edit saves a draft. Publishing needs a separate review and approval.

Check the full publication preview: it includes all pending articles, navigation and settings changes, not just the article you edited.

Two other ways to use AI

On your public help center, Supa answers visitors using published articles. These answers do not need your approval each time.

A connected coding agent, such as Codex or Cursor, can act directly using the permissions you gave it. Set that agent to ask before making changes or publishing.

To connect a coding agent, follow the MCP setup guide.