Action Approvals

When empowering your AI with the ability to take actions (like issuing refunds or modifying subscriptions), some tasks require human oversight. Action Approvals provide a human-in-the-loop system to ensure sensitive actions are manually verified before execution.

How It Works

1. A contact asks the AI to perform an action (e.g., "Cancel my premium subscription").
2. The AI identifies the required Skill and checks its configuration.
3. If the Skill Attribute is set to Require Approval, the execution is paused.
4. The AI informs the contact: "I've submitted a request to an agent to approve this cancellation. Please hold on."
5. An Action Approval Request is sent to the admin dashboard (and optionally, your support inbox or Slack).
6. An admin reviews the request, the context, and the proposed action.
7. The admin clicks Approve or Deny.
8. The AI resumes the conversation, informing the user of the outcome and completing the task if approved.

Configuring Approvals

You can configure approval settings globally for a Skill or granularly for each specific Attribute.

1. Navigate to Skills and select an active integration.
2. Click on the Configuration drawer for the specific Attribute (e.g., Issue Refund).
3. Under the Execution Rules section, you can select:
   • Always Execute: The AI will perform the action autonomously.
   • Always Require Approval: Every attempt requires human sign-off.
   • Never Execute (Block): The action is disabled for the AI.

Advanced Routing

Action Approvals are heavily tied to your Workflows. You can set up workflows to route specific types of approval requests to different teams.

For instance, you might route a Refund Approval to the Billing team's Slack channel, while a Subscription Cancellation goes to the Customer Success team's email inbox.