Review queue
Recover, resolve, or discard inbound submissions that could not be processed — nothing sent to SmileLine is ever silently lost.
SmileLine stores every inbound payload — a website form post, a Meta lead, a chat message, a practice-management event — before it tries to process it. When something cannot be processed (a malformed body, an unrecognised event type, an internal failure), the raw payload is kept and appears in the review queue instead of disappearing.
The queue lives at Settings → Review queue, visible to owners and managers. It has two tabs:
- Intake issues — leads that did arrive but reference something that needs fixing. See Intake review.
- Unprocessed payloads — submissions and events that never became a CRM record at all. This page covers that tab.
When anything is waiting, Today shows an amber strip with the open count.
What lands here
| Label | What it means |
|---|---|
| Parked payload | A submission or webhook that failed to process — a form post that wasn't valid JSON, a signed provider event SmileLine couldn't parse, or a message caught by an outage. |
| Stripe event | A signed Stripe event of a type SmileLine doesn't handle, or one for an unmapped account. The event itself stays at Stripe. |
| PMS sync row | A record from your practice-management system that failed to sync. |
| Phone event | A phone-system job that exhausted its retries — including a call or AI-call event SmileLine received but could not deliver to the call after several attempts. Inspect shows the event as SmileLine understood it; Retry gives it one fresh set of attempts; Discard keeps the record but stops further retries. |
| Detected form | The tracking script found a new form on your website. Confirm its mapping from Settings → Website — see Website forms. |
Items marked retrying automatically are still being retried in the background; you don't need to act unless they stay stuck.
Act on an item
Click Inspect to see the raw stored payload and why it failed. This is exactly what was received, so you can tell a real enquiry from junk.
Click Retry to run it through processing again — for example after fixing a form's field mapping or reconnecting a provider. Retries are safe to repeat: an already-processed payload is recognised and skipped.
Click Resolve when the item is handled some other way (say, the patient called and was entered manually). The payload is kept; the item leaves the queue with your note.
Click Discard only for junk. Discarding permanently deletes the stored payload and asks why — the decision, who made it, and the note are kept forever.
Discard is the only way inbound data is ever deleted. Nothing in this queue expires on a timer, and no automatic process removes it.
Handled history
Switch to Handled to see previously resolved and discarded items, including who settled each one and the note they left.