Review Flow

This guide walks through the complete process of reviewing and approving AI actions.

The Review Process

Step 1: Access the Queue

Navigate to Approvals or press g a.

The queue shows:

• Number of pending items
• Sorted by priority/age
• Quick preview of each

Step 2: Select an Item

Click on an approval to open the detail view:

Left panel: Full context

• Original ticket
• Conversation history
• Customer profile

Right panel: Proposed action

• Draft content
• Action details
• AI reasoning

Step 3: Understand the Context

Before reviewing the draft:

1. Read the ticket - What's the customer asking?
2. Check history - Is this a repeat issue?
3. Review profile - VIP? Previous sentiment?

Step 4: Review AI Reasoning

Click "Why did AI choose this?"

Look for:

• Correct interpretation of request
• Appropriate knowledge base citations
• Reasonable confidence level

Step 5: Evaluate the Draft

For responses:

• Tone appropriate?
• Information accurate?
• Answers the question?
• Professional quality?

For actions:

• Correct parameters?
• Appropriate scope?
• Expected outcome?

Step 6: Make Your Decision

If everything looks good: Approve

If minor tweaks needed: Edit & Approve

If fundamentally wrong: Reject with feedback

Decision Guidelines

When to Approve As-Is

• Response answers the question
• Tone matches your brand
• Information is accurate
• No sensitive issues

When to Edit

• Minor wording changes
• Add/remove details
• Adjust tone slightly
• Include specific info AI missed

When to Reject

• Wrong interpretation of request
• Incorrect information
• Inappropriate tone
• Sensitive situation needs human touch
• Policy violation

Providing Feedback

When editing or rejecting, provide feedback:

Good Feedback Examples

Response was good but missed that customer mentioned
they're on the Enterprise plan - include that context.

Tone too casual for this upset customer.
Use more empathetic language.

Correct info but customer already tried this.
Check previous messages before suggesting solutions.

Feedback is Training Data

Your feedback helps Keva:

• Learn your preferences
• Avoid similar mistakes
• Improve over time

Review Queue Management

Prioritization

Prioritize reviews by:

1. VIP customers
2. Urgent tickets
3. High-value actions (refunds)
4. Oldest items

Time Management

Set a review rhythm:

• Check every 30-60 minutes
• Or at scheduled times
• Don't let queue grow too large

Delegation

Assign reviews to specialists:

• Technical items → Technical team
• Billing items → Finance team
• Escalations → Senior agents

Review Keyboard Shortcuts

Common Review Scenarios

Scenario: Simple Question

Ticket: "What are your business hours?" Draft: States hours correctly Action: ✅ Approve

Scenario: Refund Request

Ticket: "I want a refund" Draft: Apologizes, explains policy, offers refund Action: Review policy compliance, then approve/edit

Scenario: Complaint

Ticket: "Your service is terrible!" Draft: Apologizes, asks for details Action: Check tone is empathetic, may need edit

Scenario: Complex Issue

Ticket: Multiple questions, technical issue Draft: Only addresses one part Action: Edit to address all points, or reject