Manual review: work the queue

Manual review holds the emails InboxAgent deliberately didn’t act on — because it wasn’t confident enough, because a rule routed them to a person, or because they’re the kind of mail that always deserves human eyes. Working this queue is the human half of the partnership.

One guarantee worth knowing: anything InboxAgent was unsure about comes here, whatever else you have configured. Choosing to send a category to Follow-ups applies to the mail it recognized confidently. An uncertain one still stops here first.

What lands here

• Email below your routing mode’s confidence bar.
• Anything a rule sends to review — including the default “Priority customers always go to review”.
• Legal & Compliance mail, which is never auto-filed. An admin can choose to send it to Follow-ups instead, where it gets an owner rather than sitting in this queue. Until somebody makes that choice, it comes here.
• Forwarded internal email whose real sender couldn’t be confidently extracted.
• The rare email the AI couldn’t classify at all — the safety net.

Resolving items

Each pending row shows the subject, sender, a preview, and which mailbox it came from. You have two speeds (admins and members; viewers are read-only):

Quick actions — the Lead / Ticket / Ignore buttons right on the row. One click, done.

The full form — click the row to expand it, pick a Resolution, optionally add notes:

• Ignore — nothing needed.
• Create a lead — becomes a CRM lead, exactly as an automatic one would.
• Create a ticket — opens a helpdesk ticket.
• Forward to a person — emails the message to a colleague (enter their address); for the cases that need a human reply rather than a record.

Resolving is a real action, not just a status change. Choosing Lead or Ticket creates the actual record in your CRM or helpdesk — and if that fails (say, nothing is connected yet), the item stays open and shows you the exact error, so nothing silently disappears.

Every resolution also teaches InboxAgent how similar mail should be handled.

The Resolved tab

Every decision is kept: who-resolved-what, the outcome, the timestamp, and any notes — your audit trail for “why is this in the CRM?”

Keep the queue near empty

The queue is healthiest worked daily to zero — that’s also what makes the learning signal strong. If it grows faster than you can clear it and most items are ones InboxAgent had right anyway, your routing mode is stricter than you need — see Routing modes. If the queue is mostly junk, turn on the newsletters & marketing rule instead of loosening the mode.