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Hold agents' replies for a supervisor to approve

Make replies from new or flagged agents wait until a supervisor has read them, per queue and per agent.

Last checked For: Supervisors and administrators

Steps

  1. Know what it does

    With Reply approval on, a held reply reaches nobody until a supervisor approves it. It is off by default: until a queue is switched on, the page shows Reply approval is off: no queue holds replies.

  2. Switch a queue on

    Choose Reply approval in the menu. Under Queues, tick Hold replies on this queue. Under Roles held, tick the roles to hold, or leave them empty to hold only flagged agents. Changes save as you tick. Administrators see this section.

  3. Flag an agent

    Under Flagged agents, tick Needs approval on a row. A flagged agent is held on every queue with reply approval on. Supervisors and administrators see this section.

  4. See it as the agent

    The agent sends as usual and sees Waiting for a supervisor. The customer has not received this. On the thread, Take back withdraws the reply while it waits. The reply is not on the conversation or on any channel yet.

  5. Decide a reply

    Waiting replies appear at the top of the page with the agent, queue and time. Read the text, edit it if you need to, and choose Approve and send or Reject. Open conversation shows the whole thread first. You cannot decide your own reply.

  6. Check what happened

    An approved reply goes out with every check it would have met: the messaging window, consent, a block and the wallet. If one refuses it, the page says so and the agent is told. A rejected reply is not sent, and the agent sees it was rejected.

Good to know

  • Anyone who may approve replies is never held. Supervisors and administrators reply as usual.
  • Text can be edited. A reply that is not text, such as a file, can only be approved or rejected.
  • Macros and replies to comments are held the same way as typed replies.
  • The queue is the one the conversation last came through. A conversation that never went through a queue is not held.

Still stuck?

Write to hello@ringura.com, or use the contact page, and say which guide you were following.

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