Part of Automating Manual Request Routing
Built with Fin AI
Getting feature requests that need a trust and safety review to the reviewers consistently, with a clear message to the customer
Some features can be misused, so they need a trust and safety review before they're turned on. This project makes sure those requests reach the reviewers consistently, with a clear message to the customer about why there's a review and a note telling the reviewer what to check.
The three review request types, in one branching procedure. The review decision itself stays with the reviewers.
In steady use since September 15, 2026. Through October 8, 32 of 35 conversations were handed to the reviewers: request type A 14, type B 13, type C 5. CX Score is 75% (12 rated). Five conversations currently sit with the frontline team, which is being looked into.