Make the final decision explicit
An approval workflow separates drafting from publishing. A team member can review the customer’s text and the suggested reply, edit the wording, and choose the appropriate next action under the business policy.
Suggested workflow states
- New: a review arrived and has not been examined.
- Draft: a suggested reply is ready for checking.
- Awaiting approval: a manager’s decision is required.
- Approved: an authorized person approved the reply.
- Published: the external service confirmed publication.
Operational benefits
This separation can reduce unreviewed replies, clarify who approved an action, and make decisions easier to audit. The platform must never show “Published” without confirmation from the external API.
Requirements
A working workflow requires customer accounts, roles and permissions, an audit trail, and a backend connection to a service that allows publishing. This page is informational and does not provide a live approval engine.