> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trellistech.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Approve a sensitive message

> Add review before messages about money, safety, policy exceptions, or important guest promises

## 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.

## 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.

## Add the approval

<Steps>
  <Step title="Open the workflow">
    In **Workflows**, open the workflow that prepares or sends the message.
  </Step>

  <Step title="Find the sensitive step">
    Review the recipient, channel, trigger, and message. Confirm why it needs a
    person.
  </Step>

  <Step title="Add approval before sending">
    Place the approval before the message or action. Choose the responsible
    reviewer shown in the workflow.
  </Step>

  <Step title="Define approve and deny outcomes">
    Make sure approval continues to the reviewed message and denial stops or
    returns the work to a person.
  </Step>

  <Step title="Run a safe test">
    Use synthetic information. Confirm the workflow waits, the reviewer sees the
    full context, and nothing sends before approval.
  </Step>

  <Step title="Inspect Runs">
    Open **Workflows > Runs** and verify the approval, reviewer decision, next
    step, and final status.
  </Step>
</Steps>

## 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.

## 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.

## Common problems

<AccordionGroup>
  <Accordion title="The message sends before approval">
    Turn the workflow off, move the approval before the send step, and repeat
    the synthetic test.
  </Accordion>

  <Accordion title="The wrong teammate receives approval">
    Correct the reviewer or team in the workflow and test both approve and deny.
  </Accordion>

  <Accordion title="The approval waits too long">
    Assign a backup reviewer or route the case to your escalation team. Do not
    remove approval to solve a staffing delay.
  </Accordion>
</AccordionGroup>

## Related articles

* [Workflow automations](/platform/automations)
* [Launch and hand off your AI Agent](/guides/launch-and-handoff-ai-agent)
* [Outbound messages](/platform/outbound)