When an agent wants to change something in the CRM, it does not write it. It puts a proposal card in the conversation and waits for you.
This article covers:
- Where the cards are
- Approve, Reject, Request changes
- What the Inbox is for
- Keeping up
Where the cards are
Proposal cards live in the conversation, not in the Inbox. If an agent tells you "ten drafts are waiting for your approval", open that conversation and act on the cards there.
The Inbox tells you a conversation needs attention; the conversation is where you decide. This catches people out, so it is worth saying plainly: there is no separate approvals queue with everything in one list.
To find the right conversation: AI Workspace → Inbox, then Open conversation on the item. Or open it from Recent in the sidebar.
Approve, Reject, Request changes
Each card has three buttons:
- Approve — the change is written to the CRM exactly as proposed.
- Reject — nothing is written. The proposal is discarded.
- Request changes — opens a note box (Tell the agent what should change…). Describe what is wrong and the agent revises and proposes again.
Use Request changes rather than rejecting and re-asking. The agent keeps the context and you get a corrected proposal instead of starting over.
Nothing is written until you click Approve. A card you have not touched has changed nothing, however long it has been sitting there.
If one request produced several cards — ten todos, say — each is decided separately. You can approve eight, reject one and request changes on another.
Note: only a clean Approve counts towards the record an agent builds up to earn a permission. Requesting changes tells it the proposal was not right, so the count starts again. See How an agent earns a permission.
What the Inbox is for
The Inbox is the record of what your agents have been doing: what a routine produced overnight, what an agent is waiting on, what it decided not to do and why.
Each row has Open conversation to go to the detail, Mark as read, and there is Mark all as read at the top. The number beside Inbox in the sidebar is the unread count.
Plenty of items need no decision at all — a Monday pipeline summary is there to be read.
Keeping up
- Let reliable work earn its permission, or grant it directly, so it stops asking.
- Narrow the routine. One scoped to "deals over 250,000" proposes far less than one scoped to everything.
- Turn a routine off with the toggle on the Routines page. History is kept.