Default Reviewee Logic

Deciding how Klaus should choose who is the default reviewee

Chris Jewitt avatar
Written by Chris Jewitt
Updated over a week ago

Role: Admin, Account Manager, (Workspace) Manager

When choosing who the default reviewee for a conversation should be, Klaus looks at the most active agent in the conversation.

So if the current assignee of the conversation in your help desk only responded to the customer once but another agent responded 10 times, Klaus will choose the second agent as the default reviewee as they are the most active agent.

If you prefer for the default reviewee in Klaus to be the same as the assignee in your help desk, you can choose this in your Workspace settings:

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