Record an approval received outside Nova

Close a quote approval request by hand when the customer approved, declined or asked for changes by phone, email or on paper instead of through the link.

In the sidebar, open Sales & Billing, then Approvals, then Customer Approvals. The page address is /settings/org/billing/customer-approval-ops.

Before you start

• Use this when a customer answered outside Nova and the package is still open (Draft, Sent or Viewed) or Failed. It writes the outcome into the package's Timeline with your note and evidence, so the record shows who decided and how.
• Your role needs the customer commitments manage permission.

Steps

1. Find the package in the list and press its row. The panel opens.
2. Scroll to Manual Resolution.
3. Pick the Outcome: Approved, Declined, Changes requested or Canceled.
4. Set the Effective date to the day the customer actually answered.
5. If you have something to point to, type an Evidence label such as Signed PDF from customer and paste the Evidence URL where it is stored.
6. In Operator note, say how the approval arrived and who gave it, for example the caller's name and the time.
7. Press Apply manual resolution. The package's Status changes to the outcome you chose and the Timeline gains an entry.

What you see

• The panel above Manual Resolution shows the Participants the request went to, the Quote snapshot as it was sent, and Linked artifacts such as Open agreement.
• After you apply the resolution, Send reminder, Resend approval and Cancel package disappear from the package because it is no longer open.
• The Timeline lists every event on the package with when it happened and who or what caused it.

If something looks different

• Manual Resolution is not on the panel: the package is already finished, or your role lacks the manage permission.
• You chose Approved but the quote still needs to become an invoice: that is a separate step. See Convert a quote to an invoice.
• The customer answered through the link after all: the package updates on its own; you do not need to resolve it by hand.

Open Customer Approvals