Reviewing Suggestions

When Uncog AI finds something in your email but isn't sure enough to apply it, it puts a suggestion in Review for a person to accept or dismiss. This guide explains how to work through them.

What ends up in Review

Each suggestion has a kind:

• New Contact, New Company, Field Update and Link Company (linking a contact to a company).
• New Event, Event Update and Event Cancelled for the calendar.
• Workflow Document, Workflow Answer and Workflow Key Date when a customer emails something for one of their cases.

How much goes to Review, and how much is applied automatically, is set in Settings → AI. See AI Settings.

Work through suggestions

1. Choose Review in the sidebar. The badge shows how many suggestions are waiting.
2. Each card shows what would change, how confident Uncog AI is, and From email: with the subject, date and mailbox it came from. Email bodies are never shown.
3. On each card, choose the main button to apply it, or Dismiss to reject it.

The main button depends on the kind:

• Accept: most contact and company suggestions.
• Add to Calendar: a new event.
• Apply Change: a change to an event.
• Cancel Event: a cancelled event.
• Add, Fill In Answer or Change Date: workflow suggestions.

Some suggestions ask you to confirm before they are applied. Dismissing always asks first. A dismissed suggestion writes nothing, and the same suggestion isn't raised again.

Change an event before adding it

For a new event, choose Edit & Add. The Create Event form opens with the details filled in. Adjust them and save. The suggestion is dismissed so the event isn't added twice.

Send a document to a different request

For a workflow document, choose Add to a Different Request… to attach it to another request.

Act on many at once

1. Tick the cards you want, or tick Select All (up to 100 at a time).
2. Choose Accept Selected or Dismiss Selected, then confirm.

Choose Load More at the bottom to see more suggestions.

Filter the list

• Use the status toggle to see Pending (the default), Accepted, Dismissed or Superseded suggestions.
• Choose Filters and tick the Suggestion kinds you want to see. Ticking none shows them all.

The filtered view is kept in the page address, so you can bookmark or share it.

What "Superseded" means

A suggestion becomes Superseded when the record has already changed past it, for example someone edited the field since. When you accept a batch, anything already out of date is skipped and marked Superseded.

Other places you'll see suggestions

• A contact's Suggestions tab shows what Uncog AI found about that person.
• On the Calendar, choose Filters and turn on Suggested events to see pending new events as faint entries. Opening one offers Add to Calendar, Edit & Add and Dismiss.

Good to know

• Everyone in the account can see and decide suggestions.
• An accepted suggestion is applied as your own change. Uncog AI won't overwrite it later, and it is kept even if the mailbox is later disconnected and its data removed.
• Decided cards show who accepted or dismissed them, and when.
• Accepted and dismissed suggestions are recorded in the Audit Log.