In a workflow, you can add approval steps to get the necessary validations before moving forward with the process. These steps allow certain people to review a request before the system carries out the next actions in the flow.

When the flow reaches an approval step, it automatically splits into two possible paths:

• Approved → the process continues along the branch set up for cases where the step was accepted.
• Rejected → the process follows the branch defined for cases where it was denied.

• To add an approval step within the flow:

  1. In the Workflow Builder, click "New component".
  2. Select Request approval from the Actions section.

  

  A side panel will open with the following configuration fields:

  Field	Description
  Approval name	The name used to identify this step within the flow. It's recommended to use a clear and descriptive title.
  Condition	Defines when the step is considered approved. See details in the next section.
  Approvers	Defines who needs to approve the request at this point in the flow. See details in the next section.

• The condition defines when the step is considered approved, based on the responses from the approvers:

  • All must approve: the step is completed only when all configured approvers approve the request. A single rejection is enough for the step to be considered rejected.
  • At least one must approve: the step is considered approved with just one approval, without waiting for the rest. If one approver rejects but there are still pending approvals, the step remains open.

• You can define who participates as approvers in two ways, which can be combined:

  • Specific users: any member of the community can be selected as an approver.
  • Roles: the system automatically identifies the approver based on the requester. Available roles are:
    • Direct manager
    • Second-level manager
    • Designated approver

  

  You can combine specific users and roles in the same step. All are added as approvers and their responses are evaluated according to the configured condition.

• When the flow reaches an approval step:

  1. The system creates an individual approval request for each configured approver.
  2. All approvals are created with a Pending status.
  3. Each approver can approve or reject independently and in any order.
  4. The flow pauses until the responses meet the configured condition.
  5. Once the step is resolved, the flow continues along the corresponding branch: Approved or Rejected.

  

  To understand how approvers manage their approvals based on their role, see What’s the difference between an agent and an approver?

Approval steps let you add human validation points within the flow, making sure the process doesn’t move forward until a clear response is received from the approvers.