Decisions

The decision log records what your rules decided for every reply draft Overdesk writes, and why. Use it to see which rules fire on your real queue, and how often, before you hand any of them to a person.

Where it lives

Open Guardrails → Decisions. The Decision log lists the newest decisions first, and Load more at the bottom reaches older ones. Everyone in the workspace can read it.

Reading a row

Column	What it shows
Conversation	The conversation number, linked to the conversation in your help desk
Decision	Draft only for most drafts, Escalate when a rule under Escalate to a human matched
Rule	The rule that matched, by name
Reason	The rule's own sentence, such as "Billing questions always go to a person."
When	How long ago the decision was made

Each decision carries a small grey label beside it. It marks the row as a record of what the rules made of the draft. Whatever a row says, the draft it describes waits for a person like every other.

When no rule picked a conversation out, the Rule column shows Overdesk's default entry. That is the ordinary result for a draft none of your rules matched.

Filtering

Use the menu beside the heading to show All decisions, only Draft only, or only Escalate.

What the log covers

• Every reply draft, whether it came from the scheduled run, a real-time draft or a re-draft on the Agent drafts page.
• One decision per draft, made when the draft is written. Changing a rule later does not rewrite earlier rows.

Follow-up nudges do not pass through the rules, so they do not appear here. See Follow-up nudges.

The same decision shows as a badge on the draft itself, on Agent drafts. See Reviewing drafts and Rules.