Manual Review Step

Configure a Manual Review step

1. Select the Manual Review step in the workflow canvas to open the side panel.
2. Configure the case status and sub-status to apply when the workflow ends at this step.
3. Select the review queue where the case will be placed.
4. (Optional) Add a note to provide context or guidance for the reviewer.
5. (Optional) Assign a tag for categorization and downstream filtering.

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Note:

• You can customize the Manual Review step’s label by editing the text field at the top of the side panel.
• Every workflow must conclude with either a Decision step or a Manual Review step to ensure a definitive outcome.

Best practices

• Provide context: Use notes and tags to help reviewers understand why the case was routed for manual review.
• Keep queues organized: Assign cases to the correct queue to avoid bottlenecks and reduce handling time.
• Design fallback logic: Ensure that only cases requiring human judgment reach manual review, minimizing reviewer workload.
• Track resolution: Monitor case outcomes to refine workflows and reduce unnecessary reviews over time.