# Review Queue

> Review, edit, approve or reject the replies the Unifuse assistant drafts for students who text or use web chat, and release messages held by the contact policy.

Source: https://docs.unifuse.ai/student-success/review-queue/

When a student texts your institution's number or uses the web chat widget, the assistant
drafts a reply grounded in the knowledge base. In calibration mode (the default), every draft
waits in the Review Queue for a person to approve it. The queue also holds staff messages that
the contact policy paused.

## Before you start

- You need *manage review queue* (Advisor has it by default).
- Open **Conversation Intelligence → Review Queue**. Quick routes in: **Review Escalations**
  under Enrollment Overview's quick actions, or **Open all transcripts** on the Channels page.

## How student conversations work

- Anonymous senders get answers only from knowledge-base sources marked public.
- A sender who matches a student record must verify with a one-time code before the
  assistant looks anything up about them.
- Each draft carries its sources and a confidence label: high, medium, low, or **abstained**
  when the assistant found nothing it could answer from.

## The queue

Columns: Question · From · Channel · Deployment · Confidence · Age · Status.

Select a row to open the drawer, which shows **Conversation so far** and the **Drafted
reply** with its **Sources**.

## Decide

- **Approve and send** sends the draft. If you edit the text first, the button becomes
  **Approve with edits**; **Reset edits** restores the draft.
- **Reject reply** discards the draft; a reason is optional. Nothing is sent and the draft
  stays on the record.
- For a staff message held by the contact policy: **Release** sends it; **Discard** drops it.
- **Previous** and **Next** move through the queue.

Text replies are limited to 320 characters including one source line; the editor's counter
enforces it.

## Related

- [Contact policy](/administration/contact-policy/) to switch between calibration and auto
- [Channels and web chat](/integrations/channels/)