In a workflow, it's possible to incorporate approval steps to get the necessary validations before proceeding with a process.

These steps allow certain people to review a request before the system executes the next actions in the flow.

The flow automatically splits into two possible paths:

• Approved → the process continues along the branch configured for cases where the approval step was accepted.
• Rejected → the process follows the branch defined for cases where the approval request was denied.
  

What happens when the flow executes an approval step?

When the workflow reaches an approval step, the system automatically creates an approval request for each responsible person configured in that step.

This means that if there are multiple approvers assigned, each one will receive their own individual approval, with all the necessary information to make a decision.

• All approvals are initially created in a Pending state.
• Each approver can approve or reject as appropriate.
• These approvals are independent of each other and can be resolved in any order or time.

How is an approval step evaluated?

The final status of the approval step depends on two factors:

1. The individual decisions of each approver.
2. The approval condition configured in the step
   
   1. All must approve
   2. At least one user must approve

The system combines these responses in real-time and updates the status of the step automatically.

The way approvers manage their approvals depends on the role and permissions they have within the platform.

• 👤 Non-agent approvers → manage their approvals from the Service Portal, in the “Approval Portal” section.
• 🧑‍💻 Approvers who are agents → can do so both from the Service Portal and directly from the Agent Panel, depending on what is more convenient for them.