The Review Queue tab lists emails that were intentionally diverted into the mapped review queue for additional human decision-making. This is commonly used when an email is suspicious, sensitive, misrouted, or needs higher-level review before returning to normal handling.
| Action | Visible permission name | Behavior |
|---|---|---|
| Priority High / Medium / Low | Review Queue priority controls | Adjusts routing priority before release or continued handling, subject to Genesys write permissions. |
| Return to Original Queue | Return to Original Queue | Sends the email back to the original queue captured in review metadata. Requires a healthy original queue reference. |
| Review Details | Review Details | Shows reason, notes, release metadata, and diagnostic context stored for the review event. |
Review Queue availability depends on a healthy Review Queue mapping for the tenant. If the mapping is disabled, cross-division invalid under Strict Mapping, or Genesys cannot resolve the queue, the tab or related actions become unavailable.