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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.


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

Role
Access

Org Admin

Full Access

Non-Admin Users

No Access


Governance Approval Queue

Location: Administration → Governance

Access Permissions

Role
Access

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 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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