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The GBG GO Investigation feature allows you to manually review and manage session decisions. You can change a session decision from rejected to accepted. A good use case for changing a decision is that for example, you discover a customer journey was automatically rejected due to an error, such as a system malfunction, data source unavailability, or incorrect rule application. You can review and override this decision directly from the Investigation dashboard.

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Change decision from a session details page

Changing a decision from the session details page offers the complete context needed for making decisions. To change a session decision from a session details page:
  1. Click on the Session ID of a session.
  2. Review session details.
  3. Select a new decision from the list. Default decisions include:
    • Decision: Accept
    • Decision: Manual review
    • Decision: Reject
  4. (Optional) Type your note in the Note field explaining the reason for the change. The character counter shows how many characters you’ve used.
  5. Click Change decision to confirm.

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Change decision from your dashboard

Changing a decision directly from a dashboard becomes helpful when managing high volumes of verifications. To change a session decision from your main Investigation dashboard:
  1. Select the checkbox next to the session in the dashboard.
  2. Click Change Decision.
  3. Select a new decision from the list. Default decisions include:
    • Decision: Accept
    • Decision: Manual review
    • Decision: Reject
  4. (Optional) Type your note in the Note field explaining the reason for the change. The character counter shows how many characters you’ve used.
  5. Click Change decision to confirm.
When a journey is in progress (no evaluation), you can’t change a decision. Wait for the processing to finish before changing the journey decision.
Customer verification sessions are subject to an organization’s data retention policies. Sessions older than the specified retention period may not appear on the Investigation dashboard.