Approvals

Bulk Approval

Efficiently approve multiple similar actions at once

Bulk approval lets you approve multiple AI actions in one operation, ideal for handling high volumes of similar requests.

When to Use Bulk Approval

Bulk approval works best for:

  • Similar, routine responses
  • Batch actions of same type
  • Time-sensitive queues
  • Verified patterns

Only bulk approve after reviewing enough individual items to trust the pattern.

Using Bulk Approval

Step 1: Review Samples

Before bulk approving:

  1. Review 5-10 individual items
  2. Verify AI handling is correct
  3. Check for edge cases

Step 2: Select Items

  1. Use filters to group similar items
  2. Check individual boxes
  3. Or "Select All" for the filtered set

Step 3: Review Selection

A summary shows:

  • Total selected
  • Action types
  • Ticket count

Step 4: Approve

  1. Click Approve Selected
  2. Review the confirmation dialog
  3. Click Confirm Bulk Approval
  4. Actions execute

Filtering for Bulk Actions

By Action Type

Filter to specific types:

  • Responses only
  • Refunds only
  • Status changes only

By Confidence

Filter by AI confidence:

  • High confidence (90%+) - Safer for bulk
  • Medium confidence - Review individually

By Customer Segment

Filter by customer type:

  • Standard customers - Good for bulk
  • VIP customers - Review individually

By Ticket Age

Filter by how long pending:

  • Older items first
  • Urgent tickets separately

Bulk Approval Safeguards

Limits

SettingDefaultConfigurable
Max per bulk action50Yes
Require confirmationYesNo
Cool-down between bulks5 secondsNo

Logging

Every bulk approval logs:

  • Who approved
  • When approved
  • Number of items
  • Item IDs
  • Filter criteria used

Audit Trail

Bulk approvals are flagged in the audit log:

[2024-03-15 10:30:22] BULK_APPROVAL
User: agent@company.com
Items: 25 responses
Filter: type=response, confidence>90%

Best Practices

Start Small

When learning bulk approval:

  1. Start with 5-10 items
  2. Verify results
  3. Gradually increase batch size

Use Tight Filters

More specific filters = safer bulk actions:

Safe filter:

type: response
confidence: >95%
category: business_hours

Risky filter:

type: all
confidence: any

Review After Bulk

After bulk approving:

  1. Spot-check a few tickets
  2. Verify actions completed correctly
  3. Monitor for customer issues

Know When Not to Bulk

Avoid bulk approval for:

  • Refunds and financial actions
  • Account changes
  • VIP customers
  • Low confidence items
  • Unique situations

Undoing Bulk Approvals

Bulk approvals cannot be undone, but you can:

  1. Check affected tickets
  2. Manually correct any issues
  3. Follow up with customers if needed

Metrics

Track bulk approval usage:

  • Bulk vs individual approvals
  • Bulk approval accuracy
  • Post-bulk corrections needed
  • Time saved

Permissions

Bulk approval requires:

  • Agent role: Bulk approve up to 10
  • Admin role: Bulk approve up to 50
  • Owner role: Unlimited (configurable)

Customize in Settings → Roles.