Review Flow

This guide walks through reviewing an AI proposal in the Approval Queue. The queue presents pending approvals as cards stacked vertically, with the context and decision controls on each card.

The Review Process

Step 1: Open the Approval Queue

Open Approvals from the sidebar. The page heading is Approval Queue. Pending proposals appear as stacked cards; an empty queue says No pending approvals.

Step 2: Read One Card

Start with the card header:

• A card may show a ticket subject, customer, and email address; action-only cards show No ticket and the source dashboard-chat instead.
• Time remaining before the approval expires
• Classification, complexity, confidence, sentiment, and model badges when available

Read any warning such as Needs review before continuing.

Step 3: Review the Proposed Work

For a reply, read the complete AI Draft Reply or Workflow Reply.

For a platform or browser action, review the Proposed Action, platform, risk, exact changes, parameters, and any Preview Changes link.

For an action plan, review its title, description, risk, and each listed step.

Step 4: Check Why This Action?

Expand Why this action? on the card. Review the confidence and any available matched patterns, knowledge-base matches, similar resolutions, customer context, and AI reasoning. Use that information with the ticket and proposed work rather than treating the confidence value as the decision by itself.

Step 5: Make Your Decision

Approve

Click Approve when the proposal is accurate, appropriate, and ready to run.

Reject

Click Reject when the proposal should not run. Add an optional Rejection reason, then click Confirm Reject. Use Cancel if you want to leave the card undecided.

An expired approval cannot be approved or rejected. A reply superseded by a newer reply remains visible with an explanation; Approve is disabled, but Reject remains available.

Review Guidelines

Approve

Approve when the proposal answers the customer's need, follows the relevant policy, and has the right scope and details.

Reject

Reject when the proposal is incorrect, incomplete, out of scope, or unsuitable for the customer's situation. A concise rejection reason records what needs attention.

Reconcile Uncertain Results

If Keva says the decision or delivery is uncertain, do not approve the same card again immediately. Open Decision history and reconcile the outcome first.

Reviewing Several Cards

If the page contains multiple pending cards, review them individually before using the checkboxes. Select all on this page selects actionable cards, and Approve selected or Reject selected applies the chosen decision to the selection.

Common Review Scenarios

Simple Question

Ticket: “What are your business hours?”

Draft: The AI Draft Reply states the hours correctly.

Decision: Check the context and reasoning, then approve if the reply is accurate.

Refund Request

Ticket: “I want a refund.”

Draft: The reply explains the applicable policy and next step.

Decision: Check the policy context and proposed action, then approve or reject with a reason.

Complaint

Ticket: “Your service is terrible!”

Draft: The AI Draft Reply acknowledges the concern and asks for the needed details.

Decision: Check the tone and customer context carefully before approving.

Complex Issue

Ticket: Several questions or a technical issue.

Draft: The AI Draft Reply addresses only part of the request.

Decision: Reject with a clear reason if the proposal is not ready to run.