Manage Approval Workflows in CXone Agent Embedded

You can set up approval workflows in CXone Agent Embedded. Approval workflows are Digital Experience configurations that determine if and how agents are involved in messages that need to be approved by other users. Using approval workflows, you can:

  • Require agents to submit messages for approval before they are sent to the contact. This helps ensure that all agent responses are appropriate and correct. It is especially useful in public social interactions, where agent responses are highly visible. It is also useful for agent training.

  • Allow agents to choose whether they submit responses for approval. This is useful for agents who may want to send some messages in for approval.

  • Enable agents to handle approval requests. They can then approve, reject, or edit messages submitted by other agents.

You can set up these approval workflows by configuring permissions for agents' Digital Experience (Digital) roles. You configure these permissions for each channel in the role; for example, you can require approval for public X (formerly known as Twitter) interactions while not requiring approval for private X messages.

The Reply and Can Approve permissions configure approval workflows. These permissions are found in ACD > Digital > Roles. The table below displays how to configure these permissions for each approval workflow.

Approval Workflow Reply Can Approve
The agent cannot send responses on their own, but can submit responses for approval. They cannot approve others' responses. Reply permission disabled. Can Approve permission disabled.
The agent cannot send responses on their own, but can submit responses for approval. They can approve others' responses. Reply permission disabled. Can Approve permission enabled.
The agent can send responses on their own, but cannot approve others' responses. Reply permission enabled. Can Approve permission disabled.
The agent can send responses on their own and approve others' responses. Reply permission enabled. Can Approve permission enabled.

Classics, Inc. has just connected its Facebook page to a public Facebook channel in CXone. John Middleton, the CXone administrator for Classics, Inc., wants to make sure that Facebook comments written by agents in training are reviewed by more experienced agents before they are published. He configures the permissions for the public Facebook channel in the new agents' role so that they cannot publish Facebook comments on their own. Then, he configures the permissions for the more experienced agents' role so that they can approve the new agents' comments.

Configure Approval Queues

You can select which Digital Experience queuesClosed Digital First equivalent of a skill; routes each contact to an agent assigned to handle that type of contact are available to which agents.

  1. Click the app selector and select ACD.
  2. Go to Digital > Roles.
  3. Click Edit icon of a pencil. for the role assigned to your agents who use CXone Agent Embedded.

  4. Scroll down to the Routing queue permissions section. Click Yes for each queue you want to enable. Click No for the queues you want to disable.

    List of queues below the heading Routing queue permissions. Boxes for Yes and No are next to each queue.

  5. Scroll down to the bottom and click Save.

Require Agents to Request Approval

You can configure a Digital Experience permission for agents' roles to require them to submit messages for approval.

  1. Click the app selector and select ACD.
  2. Go to Digital Experience > Roles.
  3. Click Edit icon of a pencil. for the role you want to edit.
  4. In the Channels section, find the channel you want to require approval for and click Edit permissions.

  5. Clear the checkbox for the Reply permission.

    The channel name is on the left. The Reply checkbox is first in the row next to it.

  6. Select the checkbox for the Create Draft for Publishing permission.

    The channel name is on the left. The Create Draft for Publishing checkbox is third in the row next to it.

  7. Click Save.

Allow Agents to Request Approval

You can allow agents to optionally request approval for messages they write. This is done by configuring a Digital Experience permission for their role.

  1. Click the app selector and select ACD.
  2. Go to Digital > Roles.
  3. Click Edit icon of a pencil. for the role you want to edit.
  4. In the Channels section, find the channel you want to allow requesting approval for and click Edit permissions.

  5. Select the checkbox for the Reply permission.

    The channel name is on the left. The Reply checkbox is first in the row next to it.

  6. Select the checkbox for the Create Draft for Publishing permission.

    The channel name is on the left. The Create Draft for Publishing checkbox is third in the row next to it.

  7. Click Save.

Enable Agents to Approve Messages

You can configure a Digital Experience permission for agents' roles to enable them to approve messages submitted by other agents.

  1. Click the app selector and select ACD.
  2. Go to Digital > Roles.
  3. Click Edit icon of a pencil. for the role you want to edit.
  4. In the Channels section, find the channel you want to enable approval for and click Edit permissions.

  5. Select the checkbox for the Can approve permission.

    The channel name is on the left. The Can approve checkbox is fifth in the row next to it.

  6. Click Save.