Approval Queue

Generally, Moveworks will synchronizes approval records from all your systems and stores them in our Approval Queue.

This provides many benefits:

1. Employees don't get frustrated waiting tens of seconds for your systems to return necessary data (chat feels ~56x faster on average).
2. Your system is not overburdened with calls for every single user.
3. Once an approval is in the queue, Moveworks offers some additional powerful interaction patterns for the user which drive ~70% of all approvals.

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Approvals are removed from the approval queue if not updated in the last 30 days, or after they’ve been completed (approved, denied, or no longer required).

Approval Lookups

Retrieve the approval any time the user asks for their latest approvals.

Approval Looping

Remind the user about other approvals whenever they act on another approval.

Approval Notifications

When users are assigned an approval that requires their attention the Moveworks AI Assistant will notify users about their approvals in-chat.

These approvals are delivered as soon as they are detected. Moveworks can control the order in which information is rendered and displayed to a user. See your integration-specific handbook for details on how to control which attributes are shown to a user.

Notification Control: Silent Delivery

Moveworks can optionally deliver a notification silently. This means that your Moveworks AI Assistant will not send a notification, BUT the user will still be able to view the approval if they engage with our Approval Queue.

This generally works well for power approvers, who receive many notifications a day.

Note: There is no configuration to enable approval notifications to only occur during business hours, Moveworks recommends turning on quiet hours through your Chat Platform itself.

FAQ

Q: Did Approvals Queue change between Classic & Assistant?

A: Yes. The AI Assistant will choose what information to show the user, and allow them to ask for more details, instead of sharing all of the details up front.

Q: Why does the approval queue only last 30 days?

A: By only showing approvals from the last 30 days, Moveworks provides a stronger end user experience and avoids users feeling overwhelmed with 200 pending approvals over the last 2 years.

This design was decided upon after analyzing millions of approval experiences and identifying that beyond 30 days, most users do not act on approvals.

In addition, we have seen that some processes end up in “zombie” states (e.g. a ticket that was cancelled but never closed, an ad hoc approval that was requested but never formally cancelled).

Adding these guardrails, the Moveworks AI Assistant improves the product experience & reduces the system load experienced by your systems of record (e.g. imagine Moveworks fetching approvals that are 2 years old and likely in cold storage — this can cause issues with your instance performance).

Q: Does Moveworks maintain an audit trail?

A: Moveworks maintains an audit trail of which users clicked approve / deny buttons. This is part of our conversational audit and can be requested on demand from your customer success team.

Q: What if I’m seeing approvals that do not belong?

Generally, users will not see approvals >30 days old.

A: There is a small risk that our approval queue may be slightly inconsistent with production (<1% of the time). Examples of these inconsistencies may include a missing approval or an approval that was already completed.