Supervision - Reviewing Messages

This guide describes how reviewers can view messages and perform the following actions:

• Set a message's status as compliant or non-compliant.
• Set a compliant or non-compliant message's status back to pending.
• Escalate a message for a further review by another user (only available to reviewers).
• Add comments to a message.

You can change a message's status one at a time or in bulk. When a message's status is changed, it is moved to the appropriate hierarchy folder.

Messages marked as "Compliant", "Noncompliant", or "Escalated" remain in that status's folder for seven (7) days. After this time they are removed from the queue. "Pending" messages remain in that state indefinitely until their status is changed.

Walkthrough

Highlight applies only to the Message Subject and/or Message Body and does not apply to Headers or Attachments.

When reviewing messages, any lexicon terms that match the text in the message are highlighted by default. You can toggle the highlighting on or off by either:

• Using the Shift + H keyboard shortcut.
• Clicking on the toolbar icon and selecting the Highlight menu item.

 

Changing a Message's Status

When a message is ready for review, it has a "Pending" status by default. Reviewers can change this to one of the following statuses:

• Compliant
• Non-Compliant
• Escalated

If a message is marked as compliant or non-compliant, its status can be changed again to any status, including Pending. However, once a message is escalated, its status can only be changed by a user on an escalated queue.

To change a message's status:

1. Expand the Message Review level in the hierarchy.
2. Click on a Status.
3. Select a Message.
4. Either:
   • Use the Shift + G (compliant), Shift + B (non-compliant), or Shift + E (escalate) keyboard shortcut.
   • Click on a Status Button.

The buttons displayed are determined by the message's current status. In this example, the message's status is pending, so the "Pending" button is not displayed.

Changing a Message's Status and Adding a Comment

To change a message's status and add a comment:

1. Expand the Message Review level in the hierarchy.
2. Click on a Status.
3. Select a Message.
4. Either:

• • Use the Shift + Alt + G (compliant), Shift + Alt + B (non-compliant), or Shift + Alt + E (escalate) keyboard shortcut.
  • Click on the icon to the right of the status button.

5. Click on the Mark as XXXXXX and Comment menu item (where "XXXXXX" in the status).
6. Enter your Comment in the box provided.

Commenting is limited to 1000 characters per comment.

7. Click on the Post and Mark button.

Changing Multiple Messages' Status

To change multiple messages' status:

1. Expand the Message Review level in the hierarchy.
2. Click on a Status.
3. Click the Tick Boxes to the left of the messages whose status you want to change.

3. Either:

• • Use the Shift + G (compliant), Shift + B (non-compliant), or Shift + E (escalate) keyboard shortcut.
  • Click on the Status button.

Commenting is not supported when multiple messages are selected.

See Also...

• Keyboard Shortcuts
• Searching / Filtering Messages
• Displaying a Message's Lexicon / Escalation Details