Review Queue
Review Queue is a space for human moderators to manually decide on a suitable moderation action in response to potentially offensive or inappropriate behavior detected by profanity filters, moderators, and user reports.
As opposed to the automated decision-making by Rules which helps to increase productivity and speed, an added layer of human discernment is needed at times to provide a more informed and context-aware moderation. By implementing Review Queue, you can foster a safe environment while reducing potential missteps that could harm your app's user experience.
Moderators can be assigned to specific channels, custom channel types, or URLs within the review queue.
Beneficial cases
You can leverage Review Queue to improve the quality of your moderation in the following detection cases.
| Detection by | Example scenario |
|---|---|
Profanity filter | Automatically triggered profanity filters don't take into account how the filtered word was used. |
Moderator | Human error could have caused a user's message to be deleted. |
User report | User reports could be false alarms. |
How it works
Potentially offensive messages or users that require additional examination by a human are sent from Rule Engine to Review Queue. Any action taken through Review Queue are recorded in Moderation Log, which keeps track of all moderation actions that have occurred at various stages of the moderation process.
Setting up rules to work with Review Queue
Since Review Queue works in tandem with Rules, you need to ensure that a rule is set up to send its actions to Review Queue. For example, you can set a rule to detect if a message has been reported five times and then send the message to Review Queue for further investigation.
Creating a queue
To begin using Review Queue, you need to create a queue. A queue is a collection of tickets from select channels. A ticket contains details on what was moderated and the action taken according to the rule.
- Go to your Application > Moderation > Advanced moderation > Review queue page, and click the Create + button.
- Name the queue and add a description if needed.
- Assign moderators to the queue. Moderators can only enter queues that they've been assigned to.
- Choose which channels to add to the queue.
- By channel custom type: Select the custom channel type and add channels associated with it.
- By channel name/URL: Enter the names or URLs of the channels you want to include in the queue.
- Click Create to save the settings.
- Users can find the located issues from the designated channels.
Reviewing tickets in the queue
As a moderator, you can review tickets in the queue and take appropriate actions. As shown in the image above, a moderator will see all tickets assigned to them in the queue with each ticket containing further details on the issue.
The moderator can take one of the following actions:
- Keep rule action: The moderator can choose to keep the action taken by the rule engine.
- Change action: The moderator can choose to change the action taken by the rule engine.
Explore more on our Advanced moderation product page.