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Review

Review gives your team a dedicated place to check work after it happens. Instead of monitoring every live conversation, you review a sample of completed interactions, see what was sent, why it happened, and leave feedback that helps the team improve.

Inbox

Live operations. Reply, assign, and add Notes in real time.

Review

Quality check. Review completed conversations and outcomes after the fact.

Event Studio

The trace. See the sequence of Events that led to the outcome.

Pipelines

The business state. See where the contact sits in your process.

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Overview

Every workspace answers two questions: did we reply on time (operations) and did we reply well (quality). Inbox solves the first. Review solves the second. Use Review when you need to:
  • Check whether replies were accurate, on-brand, and complete before the customer is affected again
  • Give coaching feedback to agents without editing live conversations
  • Confirm that automations, Contact → Pipeline moves, and assignment logic behaved as intended
  • Create an audit trail for sensitive conversations, refunds, or escalations
Review is read-and-feedback, not a second Inbox. Customers are not notified about Review activity and Review does not re-open resolved conversations unless you explicitly choose to.

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Where to find Review

1

Confirm workspace and permissions

You need a role that can access Review (typically Admin, QA, or Team Lead). Check Workspace → Team → Permissions — Review is usually gated under Manage Inbox, View Analytics, or a dedicated Manage Review permission. If you don’t see Review, ask a workspace admin.
2

Open Review

Go to Workspace → Review in the sidebar. If your workspace labels it differently (e.g., Quality, Audits, or Conversation Review), it appears in the same navigation area as Inbox and Pipelines and is scoped to the active channel.
3

Pick what to review

Review shows a queue of reviewable records — typically conversations, automation runs, or ticket threads — with filters for date range, assignee, channel, tags/labels, and outcome.
The fastest entry point during daily operations is often Inbox → Conversation View → Review / History on a specific contact. Start there if you only need to review one conversation.

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What you can review

Review focuses on completed or sampled work, not the live queue. The exact reviewable items depend on your workspace configuration, but commonly include:

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Conversations

  • Full message timeline (customer messages, agent replies, system/automation messages, and internal Notes)
  • Metadata — contact name/phone, channel (WhatsApp/Instagram/Web Chat), assignment, labels, status (Open / Resolved / Archived), and timestamps
  • Attached context — Event Studio that fired during the conversation, Pipeline stage at the time, and custom field values

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Automation & workflow outcomes

  • Which automation ran (if any), the trigger Event, and the execution result
  • Field updates made by the workflow (e.g., custom fields written via ask nodes or Flows)
  • Pipeline moves made via Contact → Pipeline — visible as stage-change history on the linked record

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Agent replies (where assisted messaging is used)

  • Whether the reply was manual, templated, or automation-generated
  • Whether the reply matched the approved templates or knowledge base

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Support tickets (where enabled)

  • Ticket title, priority, and lifecycle linked to the same contact and conversation, where tickets are the system of record
Review is not a place to handle the conversation — use Inbox for live replies. Review is where you evaluate it.

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How Review works

  1. Work completes — a conversation is resolved, archived, or sampled; or an automation run finishes.
  2. Record appears in Review — based on sampling rules, filters, or manual selection. Some workspaces review 100% of escalations and a sample of normal traffic.
  3. Reviewer inspects — reads the timeline, checks Events and Notes, verifies Pipeline state and field values, and compares the reply to expected standards.
  4. Reviewer acts — leaves a status, score, or comment and optionally assigns a follow-up (add a Note, update training, or re-queue the contact).

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How to complete a Review

1

Select a record

In Review, apply filters (date, assignee, channel, label, pipeline stage) and open the record with the most context — usually the conversation timeline.
2

Read with context, not just the last message

Scan from the trigger Event through the full exchange. Check:
  • Recent Notes — did the previous owner leave a handoff note?
  • Events — which automation fired, if any, and what data was captured?
  • Contact fields — are custom fields correctly filled?
  • Pipeline — is the record in the correct stage?
3

Check the reply against standards

Ask:
  • Was the reply accurate and complete?
  • Was tone and template usage appropriate for the channel?
  • Were follow-ups or assignments handled (rather than left open)?
  • Did any automation or Contact → Pipeline step produce the expected value?
4

Leave feedback and a status

Add a comment for the agent or team and set a review outcome. Common outcomes include Approved, Needs Improvement, Escalate, or Coaching Required — your workspace may use a subset or different labels, often with an optional score.Keep comments specific: “Reply was accurate but missed the pricing follow-up. Next time link the Pro template and set a Reminder.” is more useful than “Good job”.
5

Assign any follow-up outside Review

If the review surfaces an action, create it where work happens:
  • Add a Note or Follow-up / Reminder on the conversation
  • Reassign or re-open the conversation in Inbox if the customer still needs help
  • File or update a ticket in Support if the issue was not fully tracked
  • Flag the automation in Automation → Manage Live Flows if logic needs correction
Review should not be used to edit customer-facing messages after the fact. If a correction is needed, send a new message from Inbox so the customer sees a clear, timestamped update.

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What information is shown during a Review

Where supported, a Review record surfaces:
  • Who handled it — assignee, author of each message/note, and automation actor where applicable
  • When it happened — message timestamps, event timestamps, and stage-change times
  • What was decided — reply content, template used, field values written, and pipeline stage after the interaction
  • Reviewer context — prior review history for the same agent or playbook, so trends are visible
If your workspace restricts some details (e.g., masked phone numbers for privacy), Review respects the same field-level permissions as Inbox and Contacts.

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Who can perform a Review

  • Reviewers — typically Admins, QA leads, or Team Leads with Review permission. They can open, comment, and set statuses.
  • Agents — usually see feedback on their own conversations but cannot self-approve. This separation keeps Review objective.
  • Admins — can configure who can review, which queues are reviewable, and how statuses are used in reporting.
Everyone who can open a conversation in Inbox can usually see review feedback once it is left, so coaching is shared where future handlers will see it (often as a Note or status on the same record).

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Review best practices

  • Sample, don’t exhaust. Review a consistent sample (e.g., all Warnings + 10% of resolved conversations) rather than trying to review everything. Consistency matters more than coverage.
  • Review quickly after resolution. Feedback is most actionable within 24–48 hours while context is fresh.
  • Be specific and teachable. Link to the exact message or field that was wrong, explain the impact, and suggest the next step. One actionable comment beats a general score.
  • Pair Review with Notes and Pipelines. If a review finds a repeated field error, add a Note on the example conversation and fix the upstream Contact → Pipeline mapping rather than correcting each result manually.
  • Close the loop. Use Review findings to update templates, ask-node prompts, custom field definitions, and automation guards. Track whether the same issue recurs next week.
  • Separate coaching from escalation. Use a distinct status for needs immediate follow-up (customer still blocked) versus coaching opportunity (process could be better).
Last modified on August 28, 2026