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ServiceLens, which includes the Review Queue, is currently in beta and available per project. Contact support@botbrains.io to turn it on for your project.
Some scorecard items need a person’s judgment, so you fill them by hand instead of letting the AI answer them. The Review Queue collects the conversations that wait for those answers and lets your team work through them one after another with the keyboard. A conversation has no score until someone answers its open items. After that, its score counts in score filters, monitors, and alerts like any other score.

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How Queues Work

A queue is a monitor. Every active monitor whose scorecard has at least one manual item becomes a review queue. botBrains never creates queues on its own, so create a monitor with that scorecard to start one. When a scorecard has manual items, the scorecard editor links to a new monitor with the scorecard already selected. Conversations enter when the monitor evaluates them. If the scorecard still has open items after the evaluation, the conversation joins the queue. The monitor’s filters and sample rate decide which conversations it evaluates, so use them to control how much work reaches your team. A critical item the AI fills also keeps a conversation in the queue when the AI couldn’t determine a value. Only reviewed conversations get a score. While a conversation waits, it has no score, see Unanswered Items. Conversations the monitor doesn’t evaluate, because its filters, sample rate, or look back leave them out, keep no score unless someone answers them on the conversation page. Conversations leave once every open item has an answer. Answers count wherever you give them, inside the queue or on the conversation page. Choosing N/A clears the value, which counts as an answer. A backfill that overwrites values set by people keeps the answers from a completed review.

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Reviewing Conversations

Open the Reviews page to see every queue with its pending conversations, and click Start on one. You reach it with the Reviews button on the monitors page. To go straight to one queue, click Review on the monitor’s card. The queue serves conversations oldest first, by their last message. Reviews page listing review queues with their scorecard, pending count, conversations done in 7 days, oldest pending age, and a Start button Start opens the oldest pending conversation in review mode. Answer the open items in the Needs your input block of the details panel. The values the AI filled stay collapsed below it. The count of conversations done today restarts at midnight Coordinated Universal Time (UTC). Conversation in review mode with the review strip at the top and the Needs your input block listing open scorecard items in the details panel Skip and Exit save the answers you already gave. When you reach the end, the strip offers to review the conversations you skipped in this browser tab. Several reviewers can work one queue. Each reviewer gets a different conversation. If you open a conversation that a teammate is reviewing, the strip says “Someone else is reviewing this conversation.” Answer outside the queue. The Needs your input block also appears when you open a conversation with open items from the conversations page. Each answer saves right away and counts toward the queue. On a monitor’s page, the Awaiting review tab lists the queue’s pending conversations, and Start reviewing opens the oldest one in review mode. Permissions. Organization Owners and Admins, Project Owners, Project Contributors, and Project Members can review. Project Viewers can see the Reviews page but not answer. See Permissions.