Skip to navigation
Advanced Features

Approval Request

Approval Requests add a review step before a change affects live traffic. Instead of going live right away, the change goes to designated approvers, who decide whether it should proceed. Every request is tracked, so critical changes are reviewed, intentional and auditable.

Use Approval Requests to:

  • Prevent accidental or unauthorized changes.
  • Make sure the right people review critical updates.
  • Keep teams consistent and accountable when several people can change live configurations.
  • Reduce risk when changes affect live users.

Approvals off vs on

Approvals offApprovals on
When you click Go LiveThe change is applied immediately.An approval request is created.
Who reviews itNo one.The approvers you select.
When live traffic is affectedRight away.Only after the request is approved.

Approval Requests are off by default. Turn them on separately for each feature you want to review.

Supported features

You can turn on approvals for any of these features, independently:

  • External Templates: see the pages for WhatsApp and SMS.
  • Templates
  • Notification Events
  • Workflows
  • Routes
  • Components
  • Campaigns

How it works

1

A user makes a change

The user changes a feature that has approvals turned on, and clicks Go Live.

2

An approval request is created

Instead of going live, the change becomes an approval request. The user selects approvers, adds a message and submits it.

3

Approvers review the request

Each selected approver approves or rejects the request.

4

The outcome is applied

The request is complete once it has enough approvals, or as soon as one approver rejects it. If approved, the change goes live automatically or is published manually, depending on how the request was set up.

Set up approvals

You manage approvals in two places: Team Settings, where you choose who can approve, and Approval Settings, where you choose what needs approval.

1

Assign approvers in Team Settings

On the Team Settings page, you can see all team members and their roles. Give approval permissions to the people who should review changes, or remove them.

Approvers can only be added or removed here. Everyone with approval permissions appears in Approval Settings as an available approver.

2

Open Approval Settings

On the Approval Requests page, open Approval Settings.

The Approvers section lists everyone with approval permissions, with their name, email and avatar, and the total count.

3

Turn on approvals for each feature

In the Modules section, turn on the toggle for each feature that needs approval. In Approvals Required, choose how many approvals a request needs, from 1 to 5.

The highest number you can choose depends on how many approvers you have in Team Settings.

4

Save

Click Save. Approval rules only apply once they’re saved. Click Cancel to close without saving.

How approvals are counted

  • You can send a request to more approvers than the minimum.
  • Any approvers who together meet the minimum can approve it.
  • A single rejection rejects the whole request.

Example

Approvals Required is set to 2, and a request is sent to 5 approvers. Any 2 approvals approve the request, but any 1 rejection rejects it.

Review approval requests

The Approval Requests page shows every request and its status. All approval activity is tracked here.

TabWhat it shows
OpenRequests waiting for action.
ApprovedRequests that met the approval requirements.
RejectedRequests that were rejected.
ClosedRequests that are complete.

Use Search to find a request by name, or filter by Feature or Request Type.

Act on a request

Confirms the change is acceptable and counts toward the required approvals. The change is only published automatically if that was chosen when the request was created.

What happens after approval

Approval doesn’t always mean the change goes live immediately. The requester chooses this when they create the request.

Go live on approvalWhat happens
OnThe change is published automatically once it has enough approvals.
OffThe request is approved, but the change stays unpublished. The requester can publish it manually.

Example: approving a template change

1

Turn on approvals

An admin gives approval permissions to team members in Team Settings, turns on approvals for Templates, and sets Approvals Required to 2.

2

Make a change

A user edits a template and clicks Go Live. Because approvals are on, the template doesn’t go live yet.

3

Create the approval request

The user selects approvers, adds a message explaining the change, chooses whether the template should go live automatically on approval, and submits the request.

4

Approvers review it

The request needs at least 2 approvals. If any approver rejects it, it’s rejected immediately.

5

See the outcome

  • Approved: The template goes live automatically if that was chosen. Otherwise, the user publishes it.
  • Rejected: The template stays unchanged, and the request is marked Rejected.