Approval Flow

Digital Agent enables you to view the Service Requests (SRs) which are assigned to you for approval through Web Chat, MS Teams, or Slack and take the required action on them.

User Persona: Analyst

You can perform the following actions on SR tickets:

• Approve

• Reject

• On-Hold

• Refer back

• Forward to

Approve SR

Digital Agent displays a message about the tickets pending for your approval after the welcome message along with the option to view them.

Figure: Welcome message – Tickets Approval

1. Click Yes to proceed with viewing and approving the tickets. Details of the tickets along with different actions that can be taken on these tickets are displayed in a carousel. Refer the following sample screenshot: Figure: Pending tickets for approval

2. Scroll horizontally left or right by clicking and icon to view all the SRs pending for your approval.

3. Click Approve on the specific ticket that you want to approve.

4. Digital Agent will prompt you to provide any remarks for approving the SR. If you want to provide any remarks, click Yes. Refer the following screenshot: Figure: Provide inputs

5. Type in the remarks in the text box and hit Enter.

6. Digital Agent displays a success message stating that the SR has been approved. Refer the following screenshot: Figure: Success message

7. Click No after the welcome message to exit the approval flow. Digital Agent then prompts the normal conversation flow.

Note:

If there are no tickets pending for your approval, then the message with the number of tickets pending for approval is not displayed.

You can also provide an input in Digital Agent to fetch details of tickets which are pending your approval.

To approve an SR through Digital Agent, perform the following steps:

1. Type-in the input such as SR to be approved, service requests for approval, requests waiting for my approval, my approvals, show me the list of SRs waiting for my approval, and so on.

2. The list of SRs is displayed in a carousel to select the required one. All the tickets are displayed along with the actions that you can take on these tickets. Refer the following screenshot: Figure: Pending tickets for approval

3. Scroll horizontally left or right by clicking and icon to view all the SRs pending for your approval.

4. Click Approve on the specific ticket that you want to approve.

5. Digital Agent will prompt you to provide any remarks for approving the SR. If you want to provide any remarks, click Yes. Refer the following screenshot:
   Figure: Provide inputs

6. Type in the remarks in the text box and hit Enter.

7. Digital Agent displays a success message stating that the SR has been approved. Refer the following screenshot:
   Figure: Success message

8. In case you want to approve the SR without providing any remarks, click No. Digital Agent approves the ticket and displays the success message.

If you want to approve a single SR, then provide input like approve SR(ticket number) in Digital Agent. Refer the below screenshot:

Figure: Approve SR

Digital Agent asks to provide additional remarks to approve the ticket. If you want to add remarks, click Yes. Type in the remarks and hit Enter. Digital Agent approves the ticket and displays the success message. If you do not want to provide additional remarks, click No. Digital Agent approves the ticket and displays the success message.

Reject SR

You can reject an SR through the action button on the message displayed by Digital Agent after the welcome message. Refer the following screenshot:

Figure: Action buttons

1. Click Yes to proceed with rejecting the tickets. Details of the tickets along with different actions that can be taken on these tickets are displayed in a carousel. Refer the following sample screenshot:
   Figure: Pending tickets for approval

2. Scroll horizontally left or right by clicking and icon to view all the SRs pending for your approval.

3. Click Reject on the specific ticket that you want to reject.

4. Digital Agent will prompt you to provide any remarks for rejecting the SR. If you want to provide any remarks, click Yes. Refer the following screenshot:
   Figure: Provide remarks

5. Type in the remarks in the text box and hit Enter.

6. Digital Agent displays a success message stating that the SR has been rejected. Refer the following screenshot:
   Figure: Success message

7. Click No if you want to reject the ticket without adding remarks. Digital Agent rejects the ticket and displays the success message.

You can also provide an input in Digital Agent to fetch details of tickets which you want to reject.

To reject an SR, perform the following steps:

1. Type-in the input such as reject sr.

2. The list of SRs is displayed in a carousel to select the required one. All the tickets are displayed along with the actions that you can take on these tickets. Refer the following screenshot:
   Figure: Pending tickets for approval

3. Scroll horizontally left or right by clicking and icon to view all the SRs assigned to you.

4. Click Reject to reject a specific SR.

5. Digital Agent will prompt you to provide any remarks for rejecting the SR. If you want to provide any remarks, click Yes. Refer the following screenshot:
   Figure: Provide remarks

6. Type in the remarks in the text box and hit Enter.

7. Digital Agent displays a success message stating that the SR has been rejected. Refer the following screenshot:
   Figure: Success message

8. Click No if you want to reject the ticket without adding remarks. Digital Agent rejects the ticket and displays a success message.

If you want to reject a single ticket, then provide input like reject SR(ticket number). Refer the below screenshot:

Figure: Reject SR - input

Digital Agent asks to provide additional remarks to reject the ticket. If you want to add remarks, click Yes. Type in the remarks and hit Enter. Digital Agent rejects the ticket and displays the success message. If you do not want to provide additional remarks, click No. Digital Agent proceeds with rejecting the ticket without additional remarks and displays the success message.

Put SR on-hold

You can put an SR on hold through the action button on the message displayed by Digital Agent after the welcome message. Refer the following screenshot:

Figure: Action buttons

1. Click Yes to proceed with putting a ticket on hold. Details of the ticket along with different actions that can be taken on these tickets are displayed in a carousel. Refer the following sample screenshot:
   Figure: Pending tickets for approval

2. Scroll horizontally left or right by clicking and icon to view all the SRs assigned to you.

3. Click On-Hold to put a specific SR on hold.

4. Digital Agent will prompt you to provide Digital Agent will prompt you to provide any remarks for putting the SR on hold. If you want to provide any remarks, click Yes. Refer the following screenshot:
   Figure: Provide remarks

5. Type in the remarks in the text box and hit Enter.

6. Digital Agent displays a success message stating that the SR has been put on hold. Refer the following screenshot:
   Figure: Success message

7. Click No if you want to put the ticket on hold without adding remarks. Digital Agent puts the ticket on hold and displays a success message.

You can also provide an input in Digital Agent to fetch details of tickets which you want to put on hold.

To put an SR on hold, perform the following steps:

1. Type-in the input such as put sr on hold.

2. The list of SRs is displayed in a carousel to select the required one. All the tickets are displayed along with the actions that you can take on these tickets. Refer the following screenshot:
   Figure: Pending tickets for approval

3. Scroll horizontally left or right by clicking and icon to view all the SRs assigned to you.

4. Click On-Hold.

5. Digital Agent will prompt you to provide any remarks for putting the status of SR on hold. If you want to provide any remarks, click Yes. Refer the following screenshot:

   Figure: Provide remarks

6. Type in the remarks in the text box and hit Enter.

7. Digital Agent displays a success message stating that the SR has been put on hold. Refer the following screenshot:
   Figure: Success message

8. Click No if you want to put the ticket on hold without adding remarks. Digital Agent puts the ticket on hold and displays a success message.

If you want to put one ticket on hold, then provide input like put on hold SR(ticket number). Refer the below screenshot:

Figure: Put SR on-hold - input

Digital Agent asks to provide additional remarks to reject the ticket. If you want to add remarks, click Yes. Digital Agent rejects the ticket and displays the success message. If you do not want to provide additional remarks, click No. Digital Agent proceeds with rejecting the ticket without additional remarks and displays the success message.

Refer back an SR

Digital Agent enables you to refer back a ticket to the requestor. Digital Agent displays a message about the tickets pending for your approval after the welcome message along with the option to view them.

Figure: Welcome message - ticket approvals

1. Click Yes to proceed with viewing the tickets that you want to refer back. Details of the tickets along with different actions that can be taken on these tickets are displayed in a carousel. Refer the following sample screenshot:
   Figure: Pending tickets for approval

2. Scroll horizontally left or right by clicking and icon to view all the SRs assigned to you.

3. Click Refer Back to put a specific SR ticket on hold.

4. Digital Agent prompts to provide any additional remarks. Click Yes to add any remarks. Refer the following screenshot:
   Figure: Type in remarks

5. Digital Agent will prompt you to provide remarks for referring back the SR.

6. Once you provide the remarks, the SR is referred back to the requestor, and Digital Agent displays a message stating that the SR is referred back. A sample screenshot is shown below:
   Figure: Success message

You can also provide an input in Digital Agent to fetch details of tickets which you want to refer back.

To put an SR on hold, perform the following steps:

1. Type-in the input such as refer back sr.

2. The list of SRs is displayed in a carousel to select the required one. All the tickets are displayed along with the actions that you can take on these tickets. Refer the following screenshot:
   Figure: Pending tickets for approval

3. Scroll horizontally left or right by clicking and icon to view all the SRs assigned to you.

4. Click Refer Back.

5. Digital Agent will prompt you to provide any remarks for referring back the SR. If you want to provide any remarks, click Yes. If you do not want to provide additional remarks, click No.

6. Once you provide the remarks, the SR is referred back to the requestor, and Digital Agent displays a message stating that the SR is referred back. A sample screenshot is shown below:
   Figure: Success message

Forward SR

You can forward an SR through the action button on the message displayed by Digital Agent after the welcome message. Refer the following screenshot:

Figure: Action buttons

1. Click Yes to forward a ticket. Details of the ticket along with different actions that can be taken on these tickets are displayed in a carousel. Refer the following sample screenshot:
   Figure: Pending tickets for approval

2. Scroll horizontally left or right by clicking and icon to view all the SRs assigned to you.

3. Click Forward to.

4. Digital Agent prompts to type in the Approver details. refer the following screenshot:
   

   Figure: Approver details

5. Type in the Approver details.

6. Digital Agent displays a list of matching approvers in a dropdown menu. Refer the following screenshot:
   Figure: Approvers’ list

7. Select the Approver from the dropdown menu. Digital displays the name of the selected Approver. Refer the following screenshot:
   Figure: Selected Approver

8. Digital Agent will prompt you to provide additional remarks for forwarding the SR. If you want to provide any remarks, click Yes.

9. Type in the remarks and hit Enter.

10. Digital Agent displays a success message stating that the SR had been forwarded. Refer the following screenshot:
    Figure: Success message

11. Click No if you want to forward the ticket without adding remarks. Digital Agent forwards the ticket and displays a success message.

You can also provide an input in Digital Agent to fetch details of tickets or a specific ticket that you want to forward. For example, forward sr, forward sr(ticket number), and so on.

Note:

A maximum of 5 tickets pending for approval are displayed in the carousel.