Why this action?
Understand the reasoning shown inside an approval card
The Why this action? section shows the reasoning Keva has available for a pending proposal. It is part of each approval card in the Approval Queue, not a separate review layout.
Opening the Reasoning
- Open Approvals from the sidebar.
- Find the relevant card in the Approval Queue.
- Read the AI Draft Reply, Workflow Reply, or proposed action on the card.
- Expand Why this action? to inspect the available reasoning.
The reasoning expands inline inside the same stacked card. Some cards may have only a confidence value; other cards can include several reasoning sections.
What the Section Can Show
Confidence
A confidence bar and percentage show how confident the proposal is.
Matched Patterns
Rules or patterns that matched the request may be listed here.
Knowledge Base Matches
When knowledge-base articles informed the proposal, their titles appear as links.
Similar Resolutions
Similar tickets can be listed with their similarity and outcome so you can compare the proposal with earlier work.
Customer Context
Available customer context can include lifetime spend, ticket count, sentiment, and VIP status.
AI Reasoning
When supplied, Keva shows the model's explanation of the proposal.
Only the sections present for that approval are shown. The reasoning is supporting context; review it alongside the ticket, customer details, and the proposed work.
After Reviewing the Reasoning
Return to the same card and choose the decision that matches your review:
- Approve the proposal when it is ready to run.
- Click Reject, optionally enter a Rejection reason, and click Confirm Reject when the proposal should not run.
- Click Cancel to close the rejection input without deciding.
For replies, check the complete AI Draft Reply or Workflow Reply before deciding. For platform, browser, and action-plan proposals, check the Proposed Action, steps, risk, exact changes, and any preview shown on the card.