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Approvals

The Approvals module manages approval workflows — requests that need to be reviewed and approved (or rejected) by designated users before a record can proceed. Common use cases include discount approvals, high-value deal sign-offs, and expense authorizations.

What are Approvals?​

An approval is a request generated when a CRM action triggers an approval rule. For example:

  • A sales rep offers a discount above 20% on an opportunity — the discount needs manager approval
  • A lead is about to be converted — it needs quality review approval
  • A contract exceeds a certain value — it needs executive sign-off

When an approval is triggered, the designated approver receives a notification and the record is held until a decision is made.

Screenshot: Approvals module showing pending approval requests in a queue

Approval Queue​

Navigate to Approvals in the sidebar to see your pending approval requests. The queue shows:

  • Record name — the entity awaiting approval
  • Entity type — Lead, Opportunity, Invoice, etc.
  • Trigger — what caused the approval request (e.g., "Discount exceeds 20%")
  • Requester — the user who initiated the action
  • Date submitted — when the request was created
  • Status — Pending, Approved, Rejected, or Info Requested
info

You only see approvals assigned to you (as an approver). If you are not an approver, you will see your submitted requests and their statuses.

Approval Actions​

For each pending approval, you can take one of three actions:

Approve​

  1. Open the approval request.
  2. Review the record details and the reason for the approval request.
  3. Click Approve.
  4. Optionally add a comment explaining your decision.
  5. The record proceeds with the original action.

Reject​

  1. Open the approval request.
  2. Click Reject.
  3. Add a reason for rejection (recommended — this helps the requester understand what needs to change).
  4. The original action is blocked, and the requester is notified.

Request More Information​

  1. Open the approval request.
  2. Click Request Info.
  3. Type a question or clarification you need before making a decision.
  4. The requester is notified and can respond with additional context.

Screenshot: Approval detail showing record information with Approve, Reject, and Request Info buttons

Approval Details​

Each approval request provides context to help the approver make an informed decision:

  • Entity type — what kind of record this is (Opportunity, Invoice, etc.)
  • Trigger rule — which approval rule was triggered
  • Requester — who initiated the action and when
  • Record summary — key fields from the record (name, amount, stage, etc.)
  • Change details — what specifically triggered the approval (e.g., "Discount changed from 10% to 25%")
  • Link to record — click to view the full record detail page

Adding Comments to Approvals​

Throughout the approval process, both approvers and requesters can add comments to the approval thread:

  1. Open the approval.
  2. Scroll to the Comments section.
  3. Type your comment.
  4. Click Post.

Comments create a conversation thread that provides context and documentation for the approval decision. This is valuable for audit purposes.

tip

Always add a comment when approving or rejecting a request. This creates a clear record of the reasoning behind each decision, which is helpful for future reference and compliance.

note

Approval rules are configured by administrators under Admin > Approval Rules. If you think an approval rule needs adjustment, discuss it with your admin.