Needs review

Needs review is where a person checks Mailnitio Autopilot's decisions before they stick. Open it from the Helpdesk menu; the menu shows how many items are waiting.

What lands here

An email is sent for review when:

• it is an escalation: it mentions one of your escalation terms, or Autopilot flagged it as a regulator, legal or media matter
• Autopilot's confidence is below your auto-route threshold
• Autopilot could not classify it, or returned a category your workspace does not have
• the sender needs confirming, for example when they cannot be matched to a customer or write on someone's behalf

Every item is already a ticket with a team. Review does not hold up the customer: it makes sure the category, team and customer are right. To change when emails are sent here, adjust the thresholds; see How auto-routing works.

Who can clear it

Owners, admins, supervisors and reviewers can approve or correct decisions. Other roles can see the queue but not act on it.

Work through the queue

The queue lists escalations first, then the least confident decisions. Use All, Email or WhatsApp to filter by channel. Select an item to see the email, the Autopilot suggestion (category, confidence and reason) and the Decision trail.

For each item, either:

• Approve (a) if Autopilot got it right. The ticket stays where it is.
• Change category (c) or Change team (t), then Save correction.

Under Correct the decision you can also:

• Link to an existing ticket, when the email belongs to a conversation already open (enter its number, such as MN-1042)
• Split into a new ticket, when the email raises a separate issue
• set the Customer, when the sender was not matched or was matched wrongly
• add a Note for the audit log explaining why

Select Next (j) to move on. Every correction updates the ticket and is recorded in the audit log.

When the queue is empty

"Nothing to review" means every decision has been checked. New low-confidence and escalated decisions appear here as they arrive. To see everything Autopilot decided, including emails that did not need review, open the Inbox log.