Approvals in Inbox

Updated by Griffin Steinman

Overview

The Approvals feature in Inbox allows Managed Service Providers (MSPs) to request and manage approvals directly within conversations, removing the need for pre-configured Magic Agent intents. Approvers can approve or decline requests instantly via Thread, New Teams, Messenger, or email, ensuring quick decision-making without workflow disruptions.

This feature helps technicians streamline approval workflows while keeping all approval records centralized within Inbox for better tracking and compliance.

Requesting Approvals in Inbox

1. How to Manually Request an Approval

Technicians can request approvals in real-time using one of two methods:

1️⃣ Using the /approval command

  • Type /approval in the chat composer.
  • A pop-up modal will appear to configure the approval request.

2️⃣ Using the Action Button in Inbox

  • Click the Action button above the chat composer.
  • Select Request Approval to open the approval request modal.
2. Configuring Approval Requests

Once the approval request modal opens, technicians can:

✅ Select Approvers

  • Choose Contact Types (ConnectWise, AutoTask) or specific contacts to send the request.
  • If using Halo, only individual contacts can be selected.
  • Optionally, filter contacts by company affiliation using the provided checkbox.

✅ Preview the Approval Message

  • The system generates a hardcoded approval request message that dynamically includes the selected approvers' names.
  • The message is standardized to ensure clarity and consistency.

✅ Send the Request

  • Once sent, the approvers are added to the conversation and notified via their preferred channel (Teams, Messenger, or email).

Functionality & Workflow

1. Pending Approvals
  • Approval requests remain pending until an approver approves or declines.
  • No timeout is applied, meaning the approval request stays open until a response is received.
  • If the organization has Teams integration, approvers will be added to the Teams chat as a notification.
  • In Messenger, approvers will remain in the chat until they take action.
2. Approval Tracking in Inbox

Technicians and admins can track approval statuses directly in Inbox under the Approvals section:

  1. Open Inbox → Apps → Approvals
  2. Approvals are categorized as:
    • Active
    • Closed
  3. Filters allow users to view:
    • Pending approvals
    • Approved requests
    • Declined requests

3. Email Notifications for Approvers
  • Approvers will receive an email notification containing Approve or Decline buttons.
  • Clicking either button will redirect the approver to Thread.

Additional Notes

  • Approvals requested via Inbox are independent of Magic Agent intents and do not require AI automation.
  • ConnectWise & AutoTask partners can leverage Contact Types and User Defined Attributes (UDA) for automated approver selection.
  • Halo partners can use direct contacts as approvers.
  • Every approval action is logged in Thread and PSAs for compliance and auditing.

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