Review an automation approval

Open the automation approval queue, read why an automated message was held for a person, then approve or reject it with a note.

In the sidebar, open Automation, then Approvals. The page address is /lifecycle-automation/approvals. The page heading reads Approval queue. Some automations are set so that a risky or unusual message stops here and waits for a person before it goes out.

Before you start

• Opening the queue needs permission to review automation approvals. Acting on a request needs a second permission, to approve automation decisions; without it you can read everything but the Approve candidate and Reject candidate buttons do not appear.
• The queue opens on Pending so you see only what is still waiting.

Steps

1. Find the request. Type in Search to match by automation name, the record it is about, or the channel, or change Status to All statuses, Approved, Rejected or Expired to look at history.
2. Click the request card. A drawer opens with the request number in its title.
3. Read the Request section: the automation, the record, the channel, when it was requested, when it is due, when it expires, and the risk tier and score that caused the hold. Reason codes lists the specific reasons.
4. Scroll to Request snapshot and the candidate details to see exactly what would be sent.
5. In the Decision section, type a note in the box. The note is kept for support and for the next person who looks at this request.
6. Press Approve candidate to let the action go ahead, or Reject candidate to stop it. Nova confirms with a short message and the request leaves the pending list.

What you see

• Each card in the queue shows the status chip, the risk tier, the channel, the automation name, the record it concerns, when it was requested and its scope.
• Approving only releases this one action. It does not change the automation or approve anything else in the queue.
• When the queue is empty the page reads No approvals are waiting in this queue.

If something looks different

• The page reads that the approval queue is unavailable: your role cannot review approvals. Ask your admin.
• The drawer shows Action is waiting on an approver instead of Decision: you can read the request but your role cannot decide it. Hand it to someone who can, or ask your admin for the approval permission.
• A request shows Expired: it waited past its expiry and the action was dropped. Nothing was sent. If the customer still needs the message, send it by hand from their record.
• Requests keep appearing for messages that should go out on their own: the automation's policy is holding too much. See Set automation guardrails.

Open the approval queue