> ## Documentation Index
> Fetch the complete documentation index at: https://docs.skyfree.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Review

> Review conversations and workflow outcomes for quality, accuracy, and follow-through — without interrupting live operations.

# 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.

<CardGroup cols={2}>
  <Card title="Inbox" icon="inbox">
    Live operations. Reply, assign, and add Notes in real time.
  </Card>

  <Card title="Review" icon="magnifying-glass">
    Quality check. Review completed conversations and outcomes after the fact.
  </Card>

  <Card title="Event Studio" icon="bolt">
    The trace. See the sequence of Events that led to the outcome.
  </Card>

  <Card title="Pipelines" icon="table-columns">
    The business state. See where the contact sits in your process.
  </Card>
</CardGroup>

## 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

<Info>
  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.
</Info>

## Where to find Review

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## 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:

### Conversations

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

### 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](/workspace/automation/contact-pipeline) — visible as stage-change history on the linked record

### 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

### 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](/workspace/inbox/overview) for live replies. Review is where you *evaluate* it.

## How Review works

```
Live work in Inbox / Automations → Completed outcome (resolved conversation, pipeline move, ticket update)
        ↓
Review queue (filtered list of reviewable records)
        ↓
Reviewer opens record → inspects timeline, events, and context → leaves feedback/status
        ↓
Feedback visible to team (and summarized for reporting)
```

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).

## How to complete a Review

<Steps>
  <Step title="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.
  </Step>

  <Step title="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?
  </Step>

  <Step title="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?
  </Step>

  <Step title="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"*.
  </Step>

  <Step title="Assign any follow-up outside Review">
    If the review surfaces an action, create it where work happens:

    * Add a [Note](/workspace/inbox/notes) 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
  </Step>
</Steps>

<Warning>
  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.
</Warning>

## 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.

## 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).

## 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).

## Related docs

* [Inbox Overview](/workspace/inbox/overview) — live conversation handling
* [Conversation View](/workspace/inbox/conversation-view) — the timeline reviewed during QA
* [Notes](/workspace/inbox/notes) — internal context reviewed alongside messages
* [Event Studio](/workspace/events/overview) — the activity trace behind each outcome
* [Pipelines](/workspace/pipelines/overview) — business state at review time
* [Contact → Pipeline](/workspace/automation/contact-pipeline) — automating pipeline updates
* [Automation → Manage Live Flows](/workspace/automation/manage-live-flows) — fixing workflows flagged in review
* [Team](/workspace/team) — roles and permissions for reviewers