Approvals
Review and approve AI-generated actions before they execute
The approval system gives you control over AI-proposed actions. When an action needs review, Keva shows it as a card in the Approval Queue instead of executing it immediately.
How Approvals Work
- AI proposes an action - This may be a reply, a platform action, a browser action, or an action plan.
- The proposal enters the Approval Queue - Pending approvals appear as stacked cards.
- You review the card - Read the ticket and customer context, the proposed work, and any AI Draft Reply or Workflow Reply.
- You inspect the reasoning - Expand Why this action? on the card when reasoning is available.
- You decide - Click Approve or Reject.
When Approvals Are Required
Based on autonomy level and action type:
| Autonomy Level | Responses | Simple Actions | Sensitive Actions |
|---|---|---|---|
| 1 (Draft Only) | Always | Always | Always |
| 2 (Suggest) | Always | Always | Always |
| 3 (Semi-Auto) | Sometimes* | Always | Always |
| 4 (High Auto) | No | No | Always |
| 5 (Full Auto) | No | No | Configurable |
*Routine responses may auto-send; complex ones need approval.
The Approval Queue
Accessing Approvals
Open Approvals from the sidebar. The page heading is Approval Queue.
What Each Card Shows
Pending approvals are shown as cards stacked vertically. Depending on the proposal, a card can include:
- The related ticket subject, customer, email address, and time remaining
- Classification, complexity, confidence, sentiment, and model badges
- A Proposed Action with platform, risk, exact changes, parameters, or a preview link
- Action-plan details and steps
- An AI Draft Reply for an AI reply, or Workflow Reply for a workflow reply
- A Why this action? reasoning section
- Approve and Reject controls when your permissions allow decisions
If an approval has expired, the card explains why it can no longer be approved or rejected. If a newer reply has already been sent, the card explains why Approve is disabled; Reject remains available.
Reviewing an Approval
1. Read the Card Context
Start with the ticket subject, customer details, classification badges, and any warning shown on the card.
2. Review the Proposed Work
Read the AI Draft Reply or Workflow Reply in full. For other proposal types, review the Proposed Action, action-plan steps, exact changes, risk, and any available preview.
3. Check the Reasoning
Expand Why this action? to inspect the confidence score and any available matched patterns, knowledge-base matches, similar resolutions, customer context, and AI reasoning.
4. Make a Decision
- Click Approve when the proposal is ready to run.
- Click Reject when it should not run. An optional Rejection reason can be entered before clicking Confirm Reject.
- Click Cancel while entering a rejection if you want to return to the card without deciding it.
The card leaves the pending queue after a confirmed decision. If the result or delivery is uncertain, use Decision history to reconcile it before trying again.
Deciding on Multiple Cards
When more than one pending approval is shown, use the checkboxes or Select all on this page. Then choose Approve selected or Reject selected. Review the cards first; replies superseded by a newer reply cannot be selected.
Best Practices
Review the Whole Card
Check the customer context, the proposed work, the confidence, and the reasoning before deciding.
Reject with Useful Feedback
When a proposal is wrong or incomplete, add a short reason so the next handling step has useful context.
Reconcile Uncertain Results
If Keva reports that a decision or delivery is uncertain, do not approve again immediately. Check Decision history and reconcile the outcome first.