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Actions from your connectors with the The team approves policy don’t run on their own: the agent asks for them and they wait as Waiting for approval. The conversation shows it: «The agent asked to approve …».

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Where they show up

  • At the top of Connectors, under Waiting for approval, all the space’s pending ones, with See conversation.
  • In the conversation, under Customer and cases.
Each one shows the action, the data the agent wants to run it with and when it asked.

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Approving or rejecting

Tap Approve or Reject. Supervisors, admins and the owner can do it.
  • Approve: the action runs and the agent tells the customer the result.
  • Reject: it doesn’t run, and the agent explains it to the customer.
The conversation records who approved or rejected it, and Actions keeps each run with its status: Waiting on the customer, Waiting for approval, Approved, Running, Done, Failed or Rejected.
Actions with the The customer confirms policy don’t go through here: the agent asks the customer in the conversation and it runs when they say yes.