When the Email Bot is unable to classify a campaign reply with certainty, it will be sent to the Review queue.  These are typically responses that do not simply fall into the positive intent or negative intent categories.

The reply will be marked as Needs Review in the Drift Email Inbox, and you’ll receive a notification that a reply is waiting for review.

Review queue notifications

First, you will need to enable your notifications so you’ll know when a reply needs to be reviewed. To do this, navigate to Settings > My Profile.

 

Note: notifications are not turned on by default. Each user will need to individually enable these in their account, and users can only control their own notification settings.

There are two types of review queue notifications: via email and browser push notification.

Email notifications are instantly triggered when an email is pending review in your inbox.  These will be sent to the email you login to Drift Email with.

Browser push notifications are also triggered instantly when a reply is pending review.

 

Reviewing replies in the Inbox

In the Drift Email app, navigate to the Inbox tab.

To view replies to your campaign that need review, click the Bot status(es) dropdown and select Needs review

 

When reviewing an email, you have a few options:

Send response - choose this if the bot has correctly identified the intent (in the example above, classified as “No”) and you want to send the auto-response you built in your campaign.
Edit classification:  If the bot incorrectly classified the reply, select Edit classification and use the dropdown menu to select the correct classification.

Once you select the new classification, the auto-response in the text box will change to reflect that new classification.  In the below example, we changed “No” to “Other”, and the bot auto-response for “Other” has appeared. 

 

If you like, you can customize the response by clicking into the box and typing into it directly.
Edit CC - To add, change, or remove the person who will be CC’d on the bot response, click the Edit CCbutton, and Add specific address.