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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

Section titled “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

Section titled “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

Section titled “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

Section titled “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.

Section titled “Related”

View this page as Markdown for use with an AI assistant, or read the whole site at /llms.txt.