👤

Human Review Queue

Flagged conversations go to a structured review queue where your team can approve, correct, escalate, or archive — with full conversation context always visible.

What the Human Review Queue does

Automated audit covers most situations. But some conversations require human judgment. The Human Review Queue is the structured workflow for those cases.

When a conversation is flagged — either by the automated alert system or by a reviewer manually — it enters the queue with full context: the complete transcript, the flag reason, the customer details, and the agent version that handled it.

Why it needs to be structured

Without a queue, flagged conversations end up in email threads, Slack messages, or just get forgotten. There is no record of who reviewed what, when, or what they decided.

With Eugenia’s review queue:

What reviewers see

Actions available

Frequently Asked Questions

What puts a conversation in the review queue? +

Any conversation that triggers a real-time alert is automatically added to the review queue. You can also manually flag any conversation from the audit dashboard.

What can a reviewer do with a queued conversation? +

Mark as reviewed and approved, flag for escalation to a senior reviewer, add an internal note, export the transcript, or archive. All actions are logged with the reviewer's identity and timestamp.

Can reviewers respond to the customer directly from the queue? +

Not directly — the queue is for internal review. Reviewers who need to follow up contact the customer through your existing CRM or communication tool. Webhook integration makes this a one-click handoff.

How long do items stay in the queue? +

Until they are acted on. Items accumulate until reviewed. Age indicators show how long each item has been waiting.

Ready to see this in action?

Schedule a live demo and we'll walk you through Eugenia's full audit stack.

Request a Demo