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Approvals & Escalation
Add structured review to any action, inbox task, or workflow step. Define who can approve, when escalation kicks in, and how the chain is recorded.
Approvals and escalation rules apply wherever a decision needs a second pair of eyes.
Actions with approval
Sensitive actions (refund above a threshold, account freeze, status override) can require approval before execution.
Inbox escalations
Operators can escalate a case to a different inbox when they hit something outside their scope.
Workflow approvals
An approval step inside a workflow blocks progress until the right reviewer signs off.
Multi-level chains
Approval can require multiple levels: first reviewer, second reviewer, manager, compliance.
Role and condition based
Who approves depends on the action, the amount, the customer segment, the jurisdiction. Configurable per step.
Audit-ready chain
Every approval, rejection, and escalation is recorded with timestamp, actor, and reason against the case record.
Built for sensitive operations
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Role-based validation
Approval authority follows the roles you define for your team and your AI agents. Configuration, not custom code.
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Granular per action and segment
Approval thresholds adapt per action, per workflow step, per customer segment, per jurisdiction.
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Chains regulators can follow
Every approval, rejection, and escalation is recorded with the actor, the timestamp, and the reason. The chain is part of the case.
Frequently asked questions
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Where can approvals be applied?
Approvals can be applied to standalone Actions, to Inbox-dispatched record tasks, and to steps inside Workflows.
Can we build multi-level approval chains?
Yes. Chains can require multiple levels of approval, each with its own role or condition. The order is configurable.
How does escalation work?
When an operator can't complete a task, or when an approval is overdue, the record can be escalated to another inbox or to a manager. Escalation rules are configured per inbox or per workflow step.
Is the approval chain auditable?
Yes. Each approval, rejection, or escalation is recorded with the actor, the timestamp, and any reason given. The chain is part of the case's audit trail.
Can agents be approvers?
Approval authority is typically held by humans, but agents can be used in chains for routine pre-approvals (e.g. an agent flags a case as eligible before a human signs off). The agent's reasoning is part of the chain.
