Approvals

Set up approver groups

Route requests to the right people, with business hours, reminders, escalation, delegates and guest approvers.

About 5 minutes

Transcript (30 seconds)

Approver groups send each request to the right people.

Set business hours and a time zone for each group.

Name the group in a policy rule.

Reminders and escalation keep requests from stalling.

Delegates and guests cover time off and outside approvers.

Before you start

Create a group
Under Approver groups, add a group with a key such as support-leads, a time zone and business hours.
Add people
Add members, or guests outside your organization by email. Guests confirm a one-time code before they decide.
Route to it
In Policy, name the group as group:support-leads in a rule's approvers.
Set reminders
Groups send up to 3 reminders, only inside their business hours.
Plan for time off
Members set a delegate for the days they are away. Requests reach the delegate instead.

The situation: Your support leads are in two time zones.
What to do: Make one group per region with its own hours and escalate from one to the other.
What happens: Requests reach whoever is working, and reminders never go out at night.

The situation: A finance partner must approve large payouts but is not in your organization.
What to do: Add them as a guest in the finance group.
What happens: They get an email card and decide after a one-time code.

Requests for the rule reach the group's members, with reminders and escalation as set.

It worked when

Example output: A request after escalation

Waiting for approval . 0 of 1 approvals
Escalated to Support leads EU at 18:00 UTC
Reminder 2 of 3 sent 09:00 local

No reminders arrive: Reminders only go out inside the group's business hours. Check the time zone and days.
A guest cannot decide: Guests must confirm the one-time code from their email first. Codes last 10 minutes.
A request skipped someone: They set a delegate for today. The delegate receives it instead.