Review
The Review tab is quality control before anything reaches the customer. Managers and admins approve or reject agent messages and status changes - so outgoing replies and conversation changes get a second set of eyes when your team needs that guardrail.
At a glance
| Approve or reject agent messages before they send | ✅ |
| Review status changes too, not just messages | ✅ |
| Pending / Approved / Rejected tabs with live counts | ✅ |
| Edit message text before approving | ✅ |
| Choose which account to send from | ✅ |
| Remove individual messages from a batch | ✅ |
| Rejection feedback (required) sent to the agent | ✅ |
| Filter by queue; sort by time or requester | ✅ |
What you're looking at
Three metric cards across the top show Pending Reviews, Approved Today, and Rejected Today, each with a last-hour count. Three tabs switch between Pending, Approved, and Rejected views.
The table lists each review with the action title, platform, queue, review type (Message or Status Change), who requested it, and when. On the Pending tab, every row has Approve and Reject buttons.
Approving and rejecting
- Approve executes the action - sends the message or applies the status change.
- Reject blocks it and sends feedback to the agent explaining why. Rejections require written feedback, so the agent always knows what to fix.
Before approving a message, a reviewer can edit the text, choose which account to send from, or remove individual messages in the batch. Review isn't just a yes/no gate - you can correct in place.
Finding and sorting
Filter by queue, or sort by time or requester name. Click any row to open the full action details in the preview panel.