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Approval Flows

When a subscription or quote triggers approval rules, an approval flow is created. This guide explains how flows work, how to manage them, and how to handle edge cases.

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Flow Lifecycle

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Flow Creation

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Automatic Creation

Flows are automatically created when:
  1. A subscription is created and matches approval rules
  2. A subscription is updated in ways that trigger new rules
  3. A quote is submitted for approval

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Viewing Flows

  1. Navigate to Approvals in the main sidebar
  2. View all flows in the approval queue
  3. Click any flow to see details including:
    • Triggering rules
    • Required approvals
    • Current status
    • Decision history

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Approval Strategies

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Any Strategy

Any single group member can approve: 
Group: Sales Managers (Alice, Bob, Carol)
Required: 1 approval

Alice approves → Request approved

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All Strategy

All group members must approve: 
Group: Executive Team (CEO, CFO, CRO)
Required: 3 approvals

CEO approves → Still pending
CFO approves → Still pending
CRO approves → Request approved

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Minimum Strategy

A minimum number of approvals required: 
Group: Deal Desk (5 members)
Required: 2 approvals

Member 1 approves → Still pending
Member 2 approves → Request approved

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Making Decisions

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For Approvers

  1. Navigate to Approvals in the main sidebar
  2. Click on a pending approval request
  3. Review the subscription/quote details:
    • Products and pricing
    • Discount amounts
    • Contract terms
    • Customer information
  4. Choose an action:
    • Approve: Grant approval with optional comment
    • Reject: Reject with required explanation
    • Request Changes: Ask for modifications before deciding

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Adding Comments

Always add comments explaining your decision:
  • For approvals: Note why this is acceptable (strategic account, competitive situation, etc.)
  • For rejections: Explain what would make it approvable (lower discount, longer term, etc.)

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Bulk Actions

Handle multiple approvals at once:
  1. Navigate to Approvals
  2. Select multiple pending requests using checkboxes
  3. Click Bulk Approve or Bulk Reject
  4. Add a comment that applies to all selected items
  5. Confirm the action
Bulk actions are useful at end-of-quarter when processing multiple standard requests.

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Notifications

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Email Notifications

Approvers receive emails when:
  • New approval request is assigned
  • Reminder after configured time (default: 24 hours)
  • Escalation notification
  • Flow completed (approved/rejected)

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Configure Notification Settings

  1. Navigate to Settings → Approvals → Notifications
  2. Configure:
    • Email on new request
    • Reminder timing
    • Escalation timing
    • Escalation recipients

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Escalation

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Time-Based Escalation

If approval is not received within the configured time:
  1. System sends escalation notification
  2. Additional approvers may be added
  3. Original approvers are notified of escalation

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Configure Escalation

  1. Navigate to Settings → Approvals → Groups
  2. Select a group
  3. Configure escalation settings:
    • Hours before escalation
    • Escalation group
    • Escalation action (notify or add approvers)

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Delegation

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Setting Up Delegation

When approvers are unavailable:
  1. Navigate to Settings → My Profile → Delegation
  2. Click Set Up Delegation
  3. Configure:
    • Delegate to (another user)
    • Start and end dates
    • Reason for delegation
  4. Save

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Viewing Active Delegations

  1. Navigate to Settings → Approvals → Delegations
  2. See all active delegations
  3. End delegations early if needed

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Canceling Flows

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Automatic Cancellation

Flows are automatically canceled when:
  • Subscription is deleted
  • Quote is voided
  • Subscription is reverted to draft

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Manual Cancellation

Sales reps can cancel pending approval requests:
  1. Navigate to the subscription or quote
  2. Click Cancel Approval Request
  3. Provide a reason
  4. Confirm cancellation

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Viewing Flow History

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From Subscription

  1. Navigate to Subscriptions → [Subscription]
  2. Click Approval History tab
  3. View all past approval flows

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Audit Trail

Each approval flow maintains a complete audit trail:
  • When the flow was created
  • Which rules triggered
  • Who was notified
  • Each decision and comment
  • Timestamps for all actions

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Re-evaluation

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When Re-evaluation Occurs

Flows are re-evaluated when:
  • Subscription is updated (price, discount, terms change)
  • Approval rules are modified
  • Products are added or removed

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What Happens

  1. System re-evaluates against current rules
  2. New requirements may be added if changes trigger additional rules
  3. Existing approvals are preserved when possible
  4. Notifications sent for any new requirements

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Best Practices

Set SLAs

Define expected turnaround times and enforce with escalation.

Require Comments

Make approvers explain their decisions for audit purposes.

Use Delegation

Ensure coverage during absences with delegation rules.

Monitor Metrics

Track approval times and bottlenecks for process improvement.

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Troubleshooting

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Flow Stuck in Pending

  1. Check if approvers have been notified
  2. Verify approvers have permission to approve
  3. Check for delegation settings
  4. Consider escalation

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Unexpected Rules Triggered

  1. Review rule conditions and priorities
  2. Check subscription values against thresholds
  3. Verify rule scope (organization vs. plan-specific)

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Approver Not Receiving Notifications

  1. Verify email address is correct
  2. Check spam/junk folders
  3. Verify notification settings are enabled
  4. Ensure user is active member of approval group

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Next Steps

Approval Rules

Configure approval rules.

Overview

Return to approvals overview.