Approving the agent’s requests
In short. The agent can ask your permission before it does something sensitive, and nothing happens until a person says yes.
Requests waiting for you are in the Needs your approval view, on the ticket itself, and on the Approvals screen.
Approving an action
Some actions are never done without a person, for example refunding a charge. When the agent thinks one is needed, it asks for approval instead of doing it:
- The agent writes down what it wants to do and why, and leaves a note for your team.
- The ticket goes On hold, marked Waiting for approval.
- Someone on your team who is allowed to approve opens Approvals and reads the request.
- Approve: the action is carried out once, and the agent finishes the conversation with the customer.
- Turn it down: the action never happens, and the ticket is handed to a person.
An approval that nobody answers runs out after a set time. The action doesn’t happen and the ticket goes to a person.
Only people whose role allows approvals can approve. The agent can’t approve its own requests.
Money questions
The agent answers billing questions from the customer’s account record. Refunds, credits and changes to invoices always go to a person, with a summary and a draft reply.