How to Approve or Reject an AI Action

When an AI member wants to do something its charter says needs a person first, such as emailing a customer or changing a lead's status, it asks. This is how you answer, on the web or on your phone, and how to fix its wording before it goes out.

Before you start

You decide an approval when it is assigned to you: as the AI member's supervisor, or as the person or role its charter's Escalation section names as also approving. You need Approve AI Actions. A supervisor with Supervise AI Members can also decide the requests of the AI members they supervise.

How you hear about it

Each request reaches you three ways at once:

• an Approval request notification, with a Review button;
• a task in your Inbox, linked to the approval, so it sits with the rest of your work;
• on your phone, a push notification from KamoMobile, if you use it.

The Approvals tab of the Interaction Center (the panel that slides out from the right of the top bar) shows a count of what is waiting for you.

Decide on the web

1. Open the request: click Review on the notification, open the task, or click a row in the Approvals tab of the Interaction Center. For the full list, click Open all approvals, or go to Settings → Artificial Intelligence → AI Workforce → Approvals.
2. The Review dialog shows the Action (for example "Send an email outside the company") and its Details: who it is for, and what it would say.
3. Correct the wording if you need to. You can change the text of the email, message or invitation before approving. Only the wording can be edited, not who it goes to or what kind of action it is.
4. Optionally add a Comment. If you decline with a reason, the AI member keeps it as one of its lessons and takes it into account next time.
5. Click Approve or Decline.

On Approve, the action runs straight away, as the AI member, with its own permissions, and its status becomes Done. On Decline, nothing is done. Either way the AI member is told and carries on from there.

Decide on your phone

1. In KamoMobile, tap the notification, or open Tools → AI Team → Approvals.
2. The request shows the AI member, the action and its summary. The parts you may reword are editable boxes.
3. Add a Comment if you like, then tap Approve or Decline.

The Approvals list

Under Settings → Artificial Intelligence → AI Workforce → Approvals you can switch between Mine, My AI team and Everyone (with Manage AI Workforce), and between Pending, Decided and All. Each row shows the AI member, the action, a summary, the approver, when it was requested and when it expires, and its status: Pending, Approved, Declined, Expired, Done or Failed.

Some rows carry a chip:

• Shadow: the AI member is in shadow mode, so this is a proposal of what it would have done; approving it sends it.
• Already done: its charter lets it act and tell its supervisor afterwards. The action has happened; the row is your record of it.
• Asked for: someone who may approve the AI member's actions asked it to do this, in a chat or a task. That request counts as the approval, so it went ahead without a second question. The row says Asked for by that person, with Open the chat or Open the task.

A decided request shows who decided it and, if the wording was changed, how much (Edited 20%). How often its requests are approved, and how much they are edited, is the Trust shown on the AI member's workbench.

If it doesn't work

"Someone already decided this request." Another approver got there first. The request now shows their decision.

"This request expired." Requests wait a limited time. The AI member is told, and asks again if it still needs to.

"You are not an approver for this request." It was assigned to someone else. The AI member's supervisor, or whoever its charter names, decides it.

"Approved, but it could not be carried out." The action failed when it ran, for example because the AI member no longer holds the permission it needs. The details say why. "Approved, but it is not known whether it was carried out" means the outcome could not be confirmed: check the record before trying again.