Trust and Safety Review Requests: Results to Date

Support Operations · Case Study · October 24, 2026 · 2 min read

Part of Trust and Safety Review Requests

Built with Fin AI

One branching procedure for three review requests: 32 of 35 conversations handed to the reviewers

Results to date, as of October 8, 2026. In steady use since September 15, 2026. This page will be updated as more data comes in.

Situation

Requests for three features that can be misused all need a trust and safety review before they can be enabled. They reached the reviewers inconsistently, with no standard customer message or internal note.

Action

One procedure with three branches, each with its own customer message explaining why a review is needed and its own internal note telling the reviewer what to check.

Results to date (through October 8, 2026)

Metric	Actual	n
Conversations	35	35
Handed to the reviewers	32 (91%)	35
Ended before reaching a branch	3 (9%)	35
Request type A	14	32
Request type B	13	32
Request type C	5	32
Currently assigned to the reviewers	26	35
Currently assigned to the frontline team	5	35
CX Score	75% (9 of 12 rated)	12

What the numbers say so far

The branching works. Every handoff carried exactly one scenario tag, and the tags add up to the 32 handoffs.
5 conversations are currently with the frontline team instead of the reviewers. It isn't clear yet whether they were moved after the handoff or never arrived.
No data yet on how quickly the reviewers respond.

Next: read the 5 frontline conversations, pull reviewer response time, and update after 30 days of steady use (October 15).

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