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Add a review before a workflow sends a message that commits your team to a refund, exception, or important guest promise. The reviewer should see the proposed message and the facts needed to decide.

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Before you start

Choose which messages need approval and who can decide. An Approval block can notify a person or a department; deciding currently requires the workspace owner or admin role. For a department, active members are notified and the first decision counts. Use a team-controlled recipient and synthetic details for testing. Keep the workflow off until all three decision paths below have passed.

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Add the approval

  1. Open the workflow and find the step that prepares the message. Check its trigger, recipient, channel, and reservation context.
  2. Place an Approval block before the send action and choose its recipient or department.
  3. Add an Editable response if the reviewer should be able to change the draft. Configure the later send step to use the approved response.
  4. Check the decision before continuing to the send. Rejection must stop that message or return the case to a person.
  5. Under If nobody decides in time, choose Stop the run for messages that must wait for a decision. If you choose Continue with status Expired, explicitly check that the status is approved before sending: expiry continues with the unedited draft and does not count as approval.
  6. Test the workflow and open Workflows > Runs to follow the approval and subsequent action.

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Reviewer checklist

Read the message alongside its recipient, channel, property, and reservation. Check dates, amounts, policy exceptions, and anything your team is promising to deliver. Remove private information the recipient does not need. Edit the response if needed, then approve only the outcome you intend to send. Reject or hand off the request when an owner or another decision-maker must resolve it first.

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Test approval, rejection, and expiry

Run separate synthetic tests for approval, rejection, and expiry. Nothing should send while the request is pending. Approval should send the reviewed response; rejection and expiry should follow the route you intended without sending an unapproved promise. Inspect each run to confirm the decision and final message.

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Common problems

Turn the workflow off and place the approval before the send step. Check that the send uses the approved response and is conditional on approval. Repeat the tests before turning it back on.
Correct the person or department in the Approval block. Confirm the intended decision-maker has an owner or admin role, then test again.
Route the request to an available decision-maker or the appropriate department. Check the timeout setting rather than allowing an expired request to send by accident.