Approval workflows in Sprinklr are designed to enable businesses to set up a process for reviewing and approving content before it is published on social media. With approval workflows, businesses can ensure that all social media posts and messages meet their quality standards, adhere to their brand guidelines, and comply with regulatory requirements.

Use Cases of Approval Workflow

• Approval workflows in Sprinklr help businesses maintain consistency in their social media content and ensure that all content is reviewed and approved by the appropriate parties before it is published. This can help prevent errors or inappropriate content from being posted and can improve the overall quality and effectiveness of the business's social media presence

• Approvals can be made on messages as well as on cases by supervisors or a specific group of agents.

• The responses published by a new team of agents (interns/trainees) need to be monitored by team leads.

• The responses published for cases that are critical for a brand need to follow an approval path.

• Agent responses to influencers need to be monitored.

Approval Workflow for Messages

• Create an Outbound rule within Rule Engine where select the Context as Outbound.

• Under Conditions Applies To "The properties of the outbound Message", select Text from the Condition dropdown and the desired text, that if used must go for approval, from the corresponding dropdown.

• Under Conditions Applies To "The profile of the Message author", select Users from the Condition dropdown and the desired user from the corresponding dropdown. Set more conditions as needed.

• Click Save in the bottom right corner.

• On the Rule Builder window, click the  icon and select Add Action.Enter a Name for the action in the Edit Action pane.Under Actions To "Change the Approval properties of the Message", select Set Approval Path from the Action dropdown and the tiered approval path that you have created from the corresponding dropdown.

Approval Workflow for Cases

Assigning Cases to an Approval Work Queue

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• Create a New Scheduler Queue and under Define Actions, select Apply Rule from the dropdown and the case update rule that you have created above from the corresponding dropdown. In Scheduler Engine, you can schedule cases/messages using scheduler queues instead of a trigger. For more information, see Scheduler Engine.

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• Next, create an Outbound rule within Rule Engine as created above for messages. Add another action. Under Actions To "Schedule Actions, select Entity To Be Added To Scheduler Engine Queue as In Reply to Case and select Scheduler Engine Queue as the queue that you have created in Scheduler Engine.

• After triggering this rule, the supervisors will be able to see the cases for Approval in Assign to Me column.

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To Create a Macro to Approve/Reject the messages/cases

• Create two Macros within Platform Settings for the ease of supervisors to approve or reject the Messages/Cases. For more information, see Add a Macro.

• Create a Macro named Approved. Under Set Actions, select Status (Case Property) as Closed. If a supervisor approves the reply then the case will be closed via applying this macro.

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• Create another Macro named Rejected. Under Set Actions, select Status (Case Property) as Open. If a supervisor rejects the reply then the case will remain open and will be assigned to the work queue again via applying this macro.

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• You can approve/reject the cases/messages via Macro in Agent Console and Care Console. An agent can also send a comment while rejecting the case that will be visible in the middle pane of the Agent Console.

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You can view the Approval Flow in the third pane.

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