> ## Documentation Index
> Fetch the complete documentation index at: https://help.leaf360.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Agent Reviews
> The approval queue on a partner contact record: how LIA's draft messages show up, what Approve and Send actually does, which checks run before a message goes out, and how little time you have to act.
Agent Reviews is the tab where LIA's draft messages wait for you to check them before they go out. Nothing here is just a placeholder — when you click **Approve & Send**, the email, text, or call goes out right away, to a real person, from a real mailbox or phone number.
Read this page before you approve anything. Approving is the same as sending.
## Where the tab lives
You won't find Agent Reviews in the sidebar. It lives on the partner's contact record, in the row of tabs between **Referrals** and **Compliance**. Open a partner from [Contacts](/mortgage-crm/contacts), or from the leaderboard on [Partners Overview](/mortgage-crm/partners-overview), then click the tab with the shield icon.
When drafts are waiting, the tab shows a small orange counter. That number only counts drafts still at **pending approval** — the ones you can actually act on, not everything that's ever been in the tab. It disappears once there's nothing left to review. Leaf360 checks this number when the record loads, then waits 30 seconds before checking again, so a draft created while you're already on the page won't show up instantly.
The counter and the tab are specific to that one record. There's no company-wide Agent Reviews list anywhere in Leaf360 Mortgage CRM, and no notification when a new draft arrives. If nobody opens that partner's record, nobody sees the draft.
## What lands in the queue
A draft shows up here when someone asks LIA to send an email, text, or call on a partner record. Instead of sending it right away, Leaf360 writes up the message and waits for you.
Three kinds of drafts can show up, and the card title tells you which one you're looking at:
| Card | What it will do if you approve it |
| ---------------------- | ---------------------------------------- |
| **Email Agent Review** | Sends one email to the recipient |
| **SMS Agent Review** | Sends one text to the recipient |
| **Call Agent Review** | Starts an outbound call to the recipient |
Two things are locked in when the draft is created, and you can't change them. The **recipient** has to be an email address or phone number already on the partner record. The **requester** — shown on the card as **Requested by** — is the person LIA was acting for. That name matters more than it looks, as you'll see in [what approving actually does](#what-approve-and-send-actually-does).
## Reading a card
Every draft appears as its own card, newest on top, up to a hundred at a time. Above the cards, an orange note stays on screen at all times: **This approval is only for this exact action. Edits replace the reviewed message and must be approved again before sending.**
Each card shows:
* A channel icon and the card title, with a small status label next to it: **pending approval**, **approved**, **sent**, **rejected**, **expired**, or **failed**.
* **Requested by**, how long ago the draft was made, and when it expires.
* **Recipient** — the partner's name and the email address or phone number the message will go to.
* The message itself. Email cards show **Subject** and **Body Preview**. Text cards show **Full SMS Body**. Call cards show **Call Reason** — what LIA intends to talk about, not a word-for-word script.
* A red error line if a previous send attempt failed.
Cards that are no longer pending look grayed out and have no buttons. They stay in the tab so you have a record of what was asked for and what happened to it.
At the bottom of the list, a line tells you how many are still outstanding: **2 drafts waiting for review on this record.**
If the tab is empty, it says so, and reminds you that any future drafts for this record will land here for your approval before anything goes out.
## The four actions
Buttons appear only on cards at **pending approval**.
| Button | What it does |
| ----------------------- | ---------------------------------------------------------------------------- |
| **Edit Before Sending** | Turns the subject, body, or call reason into fields you can edit right there |
| **Save Edits** | Saves your changes to the draft and leaves it pending. Nothing sends yet |
| **Reject** | Opens a box for your reason, then closes out the draft |
| **Approve & Send** | Sends it, now |
**Save Edits** and **Approve & Send** are two separate buttons on purpose, but if you use them together, they act as one. If you edit a card and press **Approve & Send** without saving first, Leaf360 saves your wording and sends it in that same click — so whatever you see on screen is what goes out. There's no extra confirmation step in between.
You can only edit the wording — not the recipient, the channel, or which record it's tied to. If a draft is addressed to the wrong person, your only option is to reject it.
## What Approve and Send actually does
It sends the message. There's no outbox, no delay, no undo, and no further review.
One click sets off four things, and three of them tend to surprise people.
**The message goes out as the requester, not as you.** Leaf360 sends it from the account of whoever's named in **Requested by**. An approved email leaves from their connected mailbox, with their name as the sender. The activity that gets logged on the partner record is under their name too. Your approval is recorded separately on the draft, so both facts are kept — but the borrower or partner only sees the requester's name.
**It gets logged on the record.** A sent draft writes a normal activity onto the partner's record: an email, text, or call, marked outbound, with the subject and body or the call reason attached. It shows up in the record's activity feed, and in [Call History](/mortgage-crm/call-history) for calls — you can't tell it apart from one you sent yourself.
**You only get one attempt.** If the send fails — whether a compliance check blocked it or delivery broke — the draft moves to **failed** instead of back to **pending approval**. Failed drafts have no buttons. You can still see the wording, recipient, and record, but that draft can never be sent, edited, or rejected again. To get the message out, you'll need to ask LIA to start over.
**Leaf360 double-checks the recipient first.** Before anything goes out, it confirms the email address or phone number is still on the partner record. If someone edited or removed that email or phone after the draft was created, the approval gets refused.
## Which checks run before a message leaves
This part is worth reading closely, because email, text, and calls aren't checked the same way.
| Draft | What is checked on this screen |
| --------- | ------------------------------------------------ |
| **Email** | Nothing |
| **SMS** | Consent and your Do Not Call list |
| **Call** | Consent and the recipient's local calling window |
### Email drafts are not checked
Approving an email draft runs no consent check, no Do Not Call check, and no time-of-day check. The subject and body get their merge fields filled in, and the email goes out. Whether this partner should be emailed at all is your call to make before you click the button.
### SMS drafts are stopped by the Do Not Call list
A text draft gets checked before it goes out. What actually stops it is a **Do Not Call** entry covering that number for SMS or for every channel. That includes anyone who's replied STOP, UNSUBSCRIBE, CANCEL, END, or QUIT to you — an opt-out reply automatically adds their number to your internal Do Not Call list. Blocked drafts don't send, and — as explained above — that draft is now unusable.
Consent gets checked too, but a draft marked as the default transactional message type is treated as already consented, and it passes. Only a draft marked as marketing needs an explicit opt-in.
Four more rules get checked on every text draft and written to your compliance audit log, but none of them stop the send: the calling window, your daily message cap for that contact, whether the number is a landline, and whether a marketing message includes opt-out wording. Think of these as reporting, not a safeguard — if it's late at night where your partner lives, the text still goes out.
### Call drafts are stopped by the calling window
A call draft is checked against the hours it's legal to call the recipient, in their local time, and refused if it falls outside those hours.
The default window is 8:00 AM to 9:00 PM. When Leaf360 knows the recipient's state, and that state has a tighter rule, the tighter rule wins: Florida, Georgia, Oklahoma, Louisiana, and Indiana cut off at 8:00 PM, Oregon doesn't start until 9:00 AM, and Texas blocks calls on Sundays entirely. Your company can override any of this in its compliance settings.
Leaf360 figures out the time zone from the partner's address or state first, and from the number's area code second. If neither works, it assumes Eastern time, since that's the strictest common case — it will never allow a call that another time zone would have blocked.
Consent is checked here too, and a call draft marked with the default transactional purpose passes.
When a check blocks a send, the card turns red with a short message, and the draft moves to **failed**. That message won't tell you which rule stopped it — so a blocked text won't say outright that it hit your Do Not Call list. Check DNC Manager and Consent Manager for that recipient, or your Audit Log, which does record the actual reason.
## Drafts go stale quickly
Every draft has an expiration time, set the moment it's created and shown on the card as **expires in 12 minutes** — or, once it's passed, **expires 3 days ago**. Most drafts only last fifteen minutes.
Nothing automatically cleans out the queue, so an expired draft keeps showing **pending approval**, keeps its buttons, and keeps counting toward that orange counter. You only find out it's expired when you click **Approve & Send** and get told the review has expired. That's the moment the draft actually flips to **expired** and can no longer be sent.
In practice, this means you need to be actively checking Agent Reviews. A draft created while you're at lunch is almost certainly dead by the time you see it — the only way to get that message out is to ask LIA for it again.
## Who can approve
Who can approve a draft depends on who can access the partner record, not on who requested it. Being named as the requester doesn't give you any special rights, and there's no separate approver permission.
You can approve, edit, and reject drafts on a partner record if any of these apply to you:
* You're connected to the partner: the assigned loan officer, one of the other loan officers, a collaborator, the account executive, or whoever created the record.
* You're a company administrator or owner, which gives you access to every draft on every record.
* Your company has teams set up with record sharing turned on for contacts at edit level, and you're an active team member. This gives you your team lead's records — worth noting that it works one direction: joining a team gets you your lead's drafts, not the other way around.
Drafts on records you can't see don't show up in the tab at all — they're not shown locked, they're just not there. So a colleague may be looking at a queue you can't see.
## What rejection does
Rejecting is a deliberate action, and it's kept on record. Click **Reject**, and a box opens for an optional reason. Confirming sets the draft to **rejected** and stores who rejected it, when, and whatever reason you typed.
The card stays in the tab, grayed out, with its wording and recipient still visible. Nothing is deleted and nothing is sent. A rejected draft can't be reopened, edited, or approved — rejection is just as final as approval.
Rejection runs the same recipient check as approval does. If the email address or phone number the draft was addressed to has since been removed from the partner record, you can't reject it either — the draft can only be left to expire.
## Common problems
Read the red line on the card — it's one of three things: a compliance check stopped the send, the draft had already expired, or the recipient's address or number is no longer on the partner record. In the first case, the draft is now **failed** and done. In the second, it's now **expired**. Either way, that draft can't be recovered.
The counter only counts drafts still marked **pending approval**, and nothing flips an expired draft to **expired** until somebody actually tries to approve it. A grayed-out card with no buttons has already been sent, rejected, or failed. Compare the status label on the card with the counter to see what's really going on.
Approved drafts send as whoever's shown in **Requested by** — from their mailbox, under their name — no matter who actually clicked the button. Check the **Requested by** line on the sent card.
The card only shows a generic message, not the specific rule that stopped it. Check whether the recipient has opted out first — a STOP reply adds their number to Do Not Call automatically. Your Audit Log holds the actual reason.
The calling window is based on the recipient's local time, not yours, and several states have tighter rules than the default. A partner in Florida can't be called after 8:00 PM their time, and one in Texas can't be called on a Sunday at all.
Rejection checks the recipient against the record, just like approval does. If that email address or phone number was edited off the partner since the draft was made, neither action will go through. Just let it expire.
Drafts are filtered based on your access to the partner record. If you're not the assigned loan officer, another loan officer, a collaborator, the account executive, or the creator — and you're not an administrator — the draft is hidden from you rather than shown locked.
## Related
* [LIA Assistant](/mortgage-crm/lia-assistant)
* [Contacts](/mortgage-crm/contacts)
* [Partners Overview](/mortgage-crm/partners-overview)