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Human oversight. Your people make the call.

When a decision needs judgment, bring the right person into the conversation. Give them the facts, the proposed action, and control over what happens next.

Design your approval flowTry a manager’s decision
NoaCustomer service agent

The delivery is delayed. May I offer Alex a $50 credit for their next purchase?

Shipment evidence attached
Private team conversation
DanaTeam manager
Your decision is neededReview the context before any credit is issued.
Review the request
The customer sees a helpful reply. Your team keeps the controls.

A request. A decision. Then an action.

A delayed delivery, a proposed credit, and a manager’s decision. Follow the customer conversation alongside the internal approval. Interactive example.

Alex’s delivery question
Customer conversationCASE-1042
Alex’s delivery questionCustomer thread · Example conversation
Alex

My package is late. Can you help?

NoaCustomer service agent

I’m sorry your delivery is late. I’m checking the latest update for you.

Team conversationPrivate
Carrier confirms a delayEstimated delivery: tomorrow
NoaCustomer service agent

The shipment is delayed. I’ve checked the carrier record. Can we offer Alex a $50 credit for their next purchase?

DanaTeam managerManager approval

Awaiting approval · No credit issued

Current owner: Noa. Each next step needs a click.

NoaCustomer service agentConversation active

Owner: Noa · Decision: Awaiting approval · Credit: Not issued

Every step, in the case history.

  • Carrier record reviewed · Delay verified

One conversation. The right person in control.

Routine work keeps moving. Exceptions reach a named owner. The next person inherits the context, not another handoff to explain.

Agent prepares

Verified facts and a proposed resolution, ready to review.

Manager decides

Approve, decline, or ask for more information in the same case.

Customer stays informed

A considerate reply, after the approved action succeeds.

Explore the policy behind the decision

Connect approval rules, private guidance, and coordinated agent workflows.

Governance & Security

Set the boundaries. Understand the rule behind each action.

Explore governance & security

Live Coaching

Guide the next response without taking over the conversation.

Explore live coaching

Multi-Agent Orchestration

Coordinate specialist roles with clear handoffs and human owners.

Explore multi-agent orchestration

A little more clarity.

When does an agent ask for approval?

When a proposed action reaches a decision boundary defined in the workflow. Here, the service role needs the manager’s approval before adding a goodwill credit.

What happens while approval is pending?

The restricted action waits. A helpful customer acknowledgment can explain that the team is checking without promising a credit that has not been approved or applied.

Is taking over the same as approving?

No. Taking over changes who owns the conversation. An outstanding approval still needs a separate decision, and an approved action still needs a successful update.

What does the human receive?

The request, verified facts, proposed action and the next decision. This gives the person context without asking the customer to start over.

Can a manager pause and resume a conversation?

This walkthrough demonstrates pausing outgoing replies while preserving the case state. Live-channel behavior must be confirmed for your setup; pausing cannot recall a message already sent.

Keep your people in the decisions that matter.

Give each exception a clear owner and each decision a visible next step.

Design your approval flow