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Feature

Check the reply before the customer reads it

Some replies should not leave on one person's judgement: the refund promise, the legal wording, the new agent's first week. SupaDesk lets your rules decide which ones wait for a second signature.

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  • Rule-based, not all-or-nothing
  • No self-approval
  • The approved version is the one sent

What is reply approval in SupaDesk?

Reply approval is a maker-checker control on outbound customer email. Communication policies evaluate each reply against facts about the agent, the ticket, the customer and the message itself. A reply that matches a rule requiring approval is held until the people in the approval chain sign it off; a reply that matches a blocking rule is not sent at all. The approval is bound to the exact content, so an edit after approval sends it back for review, and every decision is recorded with who made it and when.

  • Rules on agent tenure, team, VIP status, organisation, category, priority, keywords, attachments and recipients.
  • Outcomes are Allow, Require approval or Block - the strongest matching rule wins.
  • Approval chains with ordered steps, quorums and timeouts.
  • A rejection is final for that version; 'request changes' sends it back with a note.
  • Policy is checked again at the moment of sending, not just when the draft was written.
  • If the policy engine cannot decide, the reply is held - it fails closed.
How it works

From draft to sent, with a signature in between

  1. 01

    The agent writes

    Exactly as they would anywhere else - a reply, a canned response, an AI-polished draft. Nothing in the composer changes.

  2. 02

    Policy decides

    Your rules look at the author, the ticket, the customer and the message. Most replies are simply sent; matches wait.

  3. 03

    An approver signs

    The right people see it in their approval queue. Approve, reject, or request changes with a note to the author.

  4. 04

    The signed version leaves

    The content fingerprint is checked once more at send time. If anything changed, it goes back for approval.

In detail

Built so the gate cannot be walked around

Policies you can read

A rule is a set of conditions and an outcome. Every matching rule contributes and the strongest outcome wins, so a broad "allow" can never quietly switch off a narrow "require approval".

  • Agent facts: tenure on the desk, roles, teams.
  • Ticket facts: category (including sub-categories), priority, product, channel, tags, escalation.
  • Customer facts: VIP, organisation, plan tier.
  • Message facts: keywords in the subject or body, number of recipients, number of attachments.
  • A rule naming something that does not exist is refused when you save it, not silently ignored later.

Typical starting set: new agents for 30 days, VIP contacts, anything mentioning refund or compensation, and replies with more than two recipients.

An approval is a signature

When somebody asks "who approved this?" six months later, the answer should not depend on anybody's memory.

  • Each decision records the approver, the time, the IP address and the browser it came from.
  • The chain in force at the time is copied into the request, so editing a chain never rewrites history.
  • The people asked are stored when the request is raised - somebody joining the team later does not inherit it.
  • Quorums: "any one of finance" or "two of the three leads", with one refusal ending the step.
  • Nobody can answer the same step twice, so a quorum of two always means two people.

The approved content is the content that is sent

An approval that survives an edit is not an approval. SupaDesk binds the signature to the message itself.

  • Subject, body, recipients, sending address and attachment fingerprints are all covered.
  • Any change after approval returns the reply to draft and asks again.
  • The policy is evaluated again at the moment of delivery, by the one process that sends mail.
  • Only the desk's own footer and the reply separator sit outside the signature - set by an administrator, never typed per message.
  • Internal notes live in a separate place entirely, so they cannot be sent by accident.

Related

Compliant Customer Communication

Approval trails for regulated replies - who wrote it, who signed it, what was sent.

Outsourced & BPO Support

Let new or external agents draft from day one while a lead approves what goes out.

Roles, Permissions & SSO

Granular roles, ticket visibility by department, Google and Microsoft sign-in, MFA.

SLA Management

Response and resolution targets on real business hours, with escalation that fires once.

Lending: Every Customer Email Approved

How a lender put maker-checker on customer email without slowing the desk down.

Banking & Financial Services

Reply approvals, complaint timelines and an audit trail a regulator can follow.
Frequently asked

Questions people ask before they start

No - that would grind a desk to a halt. Communication policies decide. You write rules such as "replies by agents in their first 30 days", "anything to a VIP contact", "messages that mention a refund" or "replies with attachments", and only replies that match go to an approver. Everything else is sent normally.

No. Self-approval is refused before anything else is checked, and the author is never offered their own message in an approval queue. Delegating to someone else does not get round it either: approving on behalf of the author is still self-approval.

The approval is for that exact content. Subject, body, recipients, sending address and attachments are covered by a content fingerprint, and any change sends the reply back for approval. The version that leaves is the version that was signed.

Approvers can delegate to a colleague who also has approval rights, and steps nobody answers escalate after a timeout you set. Escalation adds an approver; it does not take the decision away from the person originally asked.

No, by design. Waiting for an approver is still the desk's delay, so the clock keeps running and slow approvals show up as SLA breaches instead of disappearing.

Write the one rule you wish you had last quarter.

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Questions first? Email sales@supadesk.in or call +91 8585953085.