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What this helps you do

Keep a person in control when a message could change a guest promise, affect money, create a policy exception, or respond to a safety concern.

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Before you start

  • Name the message types that require approval.
  • Choose the manager or team responsible for each type.
  • Decide what the workflow may draft while it waits.
  • Use a synthetic recipient and no real guest details for testing.

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Add the approval

1

Open the workflow

In Workflows, open the workflow that prepares or sends the message.
2

Find the sensitive step

Review the recipient, channel, trigger, and message. Confirm why it needs a person.
3

Add approval before sending

Place the approval before the message or action. Choose the responsible reviewer shown in the workflow.
4

Define approve and deny outcomes

Make sure approval continues to the reviewed message and denial stops or returns the work to a person.
5

Run a safe test

Use synthetic information. Confirm the workflow waits, the reviewer sees the full context, and nothing sends before approval.
6

Inspect Runs

Open Workflows > Runs and verify the approval, reviewer decision, next step, and final status.

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Reviewer checklist

Before approving, check:
  • The recipient, property, reservation, and channel.
  • Dates, amounts, access details, and policy wording.
  • Whether the message promises something your team can deliver.
  • Whether private information is necessary and appropriate.
  • Whether another person or owner must decide first.

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How to check it worked

  • The safe test stops at approval.
  • The responsible reviewer receives enough context.
  • Denial prevents the message or sensitive action.
  • Approval continues only with the reviewed content.
  • Runs shows the complete decision and outcome.

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Common problems

Turn the workflow off, move the approval before the send step, and repeat the synthetic test.
Correct the reviewer or team in the workflow and test both approve and deny.
Assign a backup reviewer or route the case to your escalation team. Do not remove approval to solve a staffing delay.