Manual Approval Governance for Public Sharing & Call/Text Enablement
Overview
The Manual Approval Governance feature introduces an approval-based workflow for sensitive bot actions within an organization. It enables organizations to enforce administrative review and approval before specific actions are executed, helping improve security, compliance, and governance.
When enabled, requests related to public bot sharing, public web chat access, and Call/Text activation must be reviewed and approved by an Organization Administrator before they take effect.
Why This Feature Matters
Previously, users could immediately perform the following actions:
Share a bot with the entire organization
Enable public access to a web chat link
Activate Call/Text capabilities
These actions were executed instantly without administrative oversight, which could increase the risk of:
Unintentional exposure of organizational bots
Unauthorized public access to chatbot interactions
Activation of communication channels without proper review
With Manual Approval Governance, organizations gain greater control over these actions through a structured approval process.
Supported Approval Scenarios
1. Share Bot with Organization
Bot owners can request to share a bot across the organization.
After approval:
The bot becomes available to all users within the organization.
Authorized users can access and interact with the bot based on existing permissions.
2. Enable Public Access to a Web Chat Link
Bot owners can request public access for a web chat link.
After approval:
Anyone with the web chat URL can interact with the bot.
Access is no longer restricted to organizational users.
3. Enable Call/Text Capabilities
Bot owners can request activation of Call/Text functionality.
After approval:
Call/Text capabilities are activated.
The feature follows the standard Call/Text activation process.
Governance Configuration
Organizations can decide whether approval is required for specific actions.
Available Settings
Mandate Manual Approval for Public Sharing
Mandate Manual Approval for Call/Text Enablement
Configuration Behavior
These settings are:
Configured independently
Disabled by default
Applied only to new requests after activation
Access Control
Governance Configuration
Location: Administration → Org Configuration → Governance
Access Permissions
Org Admin
Full Access
Non-Admin Users
No Access
Governance Approval Queue
Location: Administration → Governance
Access Permissions
Org Admin
Full Access
Other Eligible Roles
Read-Only Access
Basic Role
No Access
Employee Role
No Access
Approval Permissions
Only Org Admins can:
Approve requests
Reject requests
Other eligible users can:
View approval requests
They cannot:
Approve requests
Reject requests
Request Submission Process
When governance approval is enabled and a user initiates a controlled action:
Step 1: User Initiates Action
The user attempts to:
Share a bot publicly
Enable public web chat access
Enable Call/Text functionality
Step 2: Confirmation Dialog
A confirmation message is displayed requesting user verification.
Share a bot publicly:
Approval for Web-chat:
Approval for call/text functionality:
Step 3: Approval Request Creation
After confirmation:
An approval request is generated.
The request is added to the Governance Approval Queue.
The request status is set to Pending.
Step 4: User Notification
The user receives confirmation that the request has been submitted for administrator review.
When Governance Is Disabled
If approval governance is not enabled:
No approval request is created.
The action is executed immediately.
Existing platform behavior remains unchanged.
Governance Approval Queue
The Approval Queue serves as a centralized workspace for reviewing and managing governance requests.
Information Displayed
Each request includes:
Bot Name
Bot Owner
Requested Action Type
Date and Time Submitted
Current Status
Request History
Review Request Action (for Org Admins)
Reviewing a Request
Org Admins can open any pending request to review additional details.
Request Details
The Review Request dialog displays:
Bot Name
Created By
Generative AI-Status
Created Date
Last Updated Date
API Access Status
PII Configuration Status
Request Reason
Approval Comments
Available Actions
Org Admins can:
Approve
Reject
A confirmation step is required before the selected action is finalized.
Approval Queue Features
Approval Type Filters
Users can filter requests using the following options:
Pending - All (Default)
Pending - Public Sharing
Pending - Call/Text Enablement
All Requests
Search
Search functionality allows users to quickly locate requests without manually browsing through the queue.
Refresh
The Refresh option reloads queue data without requiring a page refresh.
Request History
Every request includes a complete audit trail showing:
Status changes
User actions
Administrative decisions
Associated comments
This ensures transparency and accountability throughout the approval lifecycle.
Request Statuses
Pending
The request has been submitted and is awaiting administrator review.
Approved
The request has been approved, and the requested action has been executed.
Rejected
The request has been denied and no action is performed.
Cancelled
The request has been withdrawn or automatically cancelled by the system under specific conditions.
Important Business Rules
Audit Tracking
When a request is approved or rejected:
Administrator comments are stored.
The approving or rejecting administrator is recorded.
Complete audit history is maintained.
Duplicate Request Protection
The platform prevents duplicate approval decisions and safely handles concurrent review actions.
Automatic Approval Scenario
If a Call/Text Enablement request is pending and the organization later disables the approval requirement for Call/Text governance:
The pending request is automatically approved.
System-generated remarks are recorded in the audit history.
Multilingual Support
All governance-related screens support multilingual localization, including:
Governance Configuration
Governance Approval Queue
Table Headers
Filters
Buttons
Labels
Dialogs
Confirmation Messages
Review Request Details
This provides a consistent user experience across all supported languages.
Example: Spanish Language
Business Benefits
The Manual Approval Governance feature helps organizations:
Control sensitive bot actions before execution.
Reduce the risk of unintended public exposure.
Ensure appropriate review of Call/Text enablement requests.
Strengthen organizational governance and security controls.
Maintain complete audit trails for compliance requirements.
Provide a centralized approval management experience.
Improve accountability and decision tracking.
Support global teams with multilingual capabilities.
Summary
Manual Approval Governance provides organizations with enhanced control over sensitive bot actions by introducing an administrator approval workflow. By requiring review before public sharing and Call/Text activation, organizations can improve security, maintain compliance, reduce operational risk, and ensure that changes are made with the appropriate level of oversight. This centralized approval framework also delivers full auditability, transparency, and multilingual support, making it suitable for organizations with diverse governance and compliance requirements.
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