Manual Review Tool

The Manual Review Tool on Cove is where you and your team of moderators or agents can review any content that needs to be reviewed by a human. You can review content reported by other users, content flagged by Cove's Rules, or any other content (or users) you'd like to review.

Jobs

A Job represents an Item that is meant to be reviewed by a human. Jobs typically consist of an Item that has been reported by a user or flagged by a Rule, and when you review a Job, Cove will render as much relevant information about the Job's Item as possible. As a baseline, the Item's fields will render, and depending on the type of Item, we'll try to render additional relevant information and surrounding context, including:

• For messages in a chat, we'll show previous and subsequent messages.
• If a user is reported, we'll show any previous moderation Actions taken on the user and the moderators who took those actions, and other recent content created by the user.
• If a piece of content is reported, we'll show the user who created the content, and all the information about the user listed in the bullet point above.

Each Job has its own hyperlink and can be shared across anyone at your company who has a Cove account until it's been actioned on, and Cove will only process the first decision that a moderator makes in order to ensure that no User is accidentally penalized more than once.

Decisions

To resolve a Job, a moderator has to make a Decision on the Job. Decisions are made up of a few components:

• Action(s): You can specify whether the Item in the Job should receive one or more Actions, and you can select the in the "Decision" menu on the right side of the page. If no Action should be applied to the Item, you can select "Ignore".
• Policy(ies): If you select an Action, rather than the "Ignore" decision, then you can also tie that Action to one or more Policies. For example, to ban a user for violating your hate speech policy, you could select the Action "Ban User" and the Policy "Hate Speech", and then click "Submit".

You may also see related things in the Job that are not the main Item, but that need to be actioned as well. You can take Actions on these related items, and we'll keep records of those actions, but they won't be treated as the main Decision on the Job. The main Decision is just the decision that is taken on the primary Item associated with the Job.

Queues

Queues are queues (i.e. ordered containers) that contain Jobs. When a Job is created on Cove, the Job will enter a Queue and wait to be reviewed. Then, when a moderator visits the Queue dashboard and clicks "Start Reviewing" on a particular Queue, we'll pull the oldest Job in the Queue so the Moderator can review it.

After a moderator makes a decision on a Job, the moderator will automatically see the next oldest Job until the Queue is empty or the moderator stops. Cove will automatically make sure that two moderators won't receive the same job to avoid duplicate work.

Queue Permissioning

In case you want to configure Cove so that certain members of your team can only see certain features or so that moderators can only see the queues that they work on, there are a number of different User Roles that each grant a specific set of permissions.

You can also specify which moderators should have access to each Queue. When you create or edit a Queue, you can select the moderators who can see the Queue and review the Jobs within it. You can configure this through the "Moderator Access" setting on the Queue. Admins and Moderator Managers can see every Queue, so their names will disabled (i.e. not selectable) in that dropdown menu.

Customizing the Actions in a Queue

You may want to restrict which Actions can be triggered from a particular Queue. When you create or edit a Queue, you can configure which Actions are hidden for that Queue through its "Hidden Actions" setting.

Routing

A Job can be created through the Reporting API, a Rule, or through the Bulk Actioning Tool. When a Job is created, if you have multiple Queues, you probably want to make sure the new Job ends up in the most relevant Queue for that Job. You can do that through Routing Rules, which allow you to create your own routing logic that routes Jobs to the right Queue based on each Job's characteristics. Every time a Job is created on Cove, we'll run the Job through your Routing Rules to determine which Queue it should end up in. Typically, you'll set up these rules based on key characteristics like the Policy associated with the Job or the Item Type that was reported. For example, you can route all Hate Speech Jobs to a Hate Speech Queue, or all Users to a User Queue.

Recent Decisions

The Recent Decisions dashboard allows you to review past moderator actions that have been taken on Cove. It includes basic information like the decision(s) that was taken on the Job and the moderator who made the decision. You can also see the full Job itself if you decide you want to investigate further.

Comments

Moderators can leave comments on each job, which can be useful for record keeping or for discussing what decision should be made on the Job. You can add and view comments in the "Report" section of the Job, which always shows up at the top of the Job.

Safety Settings

Each moderator can specify their own default safety settings. The settings include:

• Blur (you can set the default blur strength that will apply to all images)
• Grayscale (you can decide whether images should show up with or without color)
• Mute Videos (you can decide whether videos are muted by default, even if your computer's volume is turned up)

You can specify your personal safety settings here.