Handle Approval Requests in CXone Agent

You can handle approval requests in CXone Agent if your administrator has enabled them for you. You can approve or reject messages submitted by other agents. Any approval requests assigned to you will appear in the Interactions Menu, marked by one of these icons:

  • the Apple Messages for Business icon: a gray apple.: Apple Messages for Business message
  • Icon of a speech bubble.: Chat
  • Icon of an envelope.: Email
  • The Facebook logo, a letter "F" inside a circle.: Facebook post
  • icon of a lightning bolt inside a blue chat bubble.: Facebook Messenger message
  • the Instagram icon, a camera.: Instagram post or message
  • the LINE icon: the word Line in a green speech bubble.: LINE message
  • the LinkedIn icon: the letters I and N in a blue box.: LinkedIn post or message
  • the Microsoft Teams icon: icons of people with the letter T.: Microsoft Teams message
  • Icon of a smartphone.: SMS (text message)
  • The X icon, a white letter X in a black box.: X (formerly known as Twitter) post or message
  • the WeChat icon: two green speech bubbles with dots inside.: WeChat message
  • The WhatsApp logo, a phone inside a speech bubble.: WhatsApp message
  • icon of a list of tasks.: Work item

The contact's message appears, with the agent's proposed message below in blue. Icons for Deny, Approve, and Options appear below that.

  1. In CXone Agent, select the approval request from the Interactions Menu to open it. It lists the agent's name, the contact's name, and an icon indicating the channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on..

  2. The agent's conversation with the contact appears. The submitted message is marked as Pending Approval. Review the message. Any notes from the agent appear in yellow.

  3. Choose one of these options:

    • Approve Icon of a piece of paper with a check mark.: Approve the message and send it to the contact.

    • Deny Icon of a piece of paper with an X.: Reject the message and send it back to the agent.