Approval workflow is an automatic internal approval flow — refunds, discounts, contracts are transferred to the correct approver, with complete information, with a deadline. No one pressed the hand button, no one "leave it there for later review". Zenify recorded a 35% reduction in processing time (approved).
TL;DR
- Approval workflow automatically switches tasks to be approved.
- The right person approves, with complete information.
- There are deadlines, reminders and escalations.
- No more long "waiting for approval", no more lost items.
- Record browsing history clearly.
What is Approval workflow?
Is the process of automatically sending requests to the right approver:
Request for approval | Example
Refund | Refund over X million (see Return process)
Discount | Discount beyond threshold
Contract | Sign the service package
Content approval | Messages, emails to customers
Why is it necessary to automate browsing flow?
Browse by message/file = lost: request to stay quiet in chat.
No one is responsible: "I thought you approved it".
No deadline: "tomorrow" becomes "next week".
Customers waiting due to slow approval: losing customers due to internal delays.
How does the Approval workflow work?
Step | Description
1. Create a request | Agent creates request with reason, amount, context
2. Routing | Automatically transfer to the right reviewer according to the threshold
3. Browse | Reviewer: agree/reject/additional request
4. Prompt + escalation | Overdue → reminder, escalation to superiors
5. Record history | Who approved, when, why — clear
Browsing routing rules
Request type | Reviewer
Refund < 1 million | Team leader
Refund 1-10 million | Management
Refund > 10 million | Director
Discount < 5% | Sales leads
Discount 5-15% | Sales management
Lợi ích approval workflow
Fast: no waiting, no lost — automatic reminder.
Clear responsibility: Who approves is clearly stated in the history.
Right person: what threshold → that person approves.
Helps customers wait: Quick browsing = quick service.
Risk control: big things have the right people reviewing them (see Human-in-the-loop).
How to deploy
List the type of request that needs approval.
Set thresholds and reviewers for each category.
Configure automatic routing.
Set approval deadline + reminder/escalation.
Measure browsing time — target reduction.