How does Approval workflow works?
Agent with limited permission can create the draft of response but cannot publish it.
After they create a draft, it’s sent to the supervisor who has permission to review it in the separate tab.
Everytime a new draft appears, the supervisor gets a notification
Supervisor has to be added to the same team as the agent who is sending a draft for acceptance.
Supervisor can reject a draft and add a note of what needs to be changed or can approve it if everything is correct.
When a draft is accepted, it is automatically published (agent who is the author of the draft gets notified that the draft has been approved so he can close the thread).
Updated about 1 year ago