Approvals on the go

Nothing Zoe prepares in a connected system runs until a person approves it. On the phone that means an approval card in the conversation, a notification when one is waiting, and two buttons. The rule holds everywhere: speaking to Zoe never bypasses the approval, and neither does starting the work from a workflow or an email.

How an approval reaches you

An approval can arrive two ways.

• In the conversation you are in. Ask Zoe to update a ticket and the card appears in the thread, right where the reply would be.
• As a notification. Whenever a governed change is drafted for you — from a chat, a call, a workflow run, or an inbound email — your phone gets a notification titled "Approval waiting" with your organization's name and a short line about the kind of change. It never carries the record's content.

Tap the notification and the app opens the conversation the change belongs to, with the card on screen. That works from a cold start: if the app has to sign you in or load your organization first, it holds the link and takes you there once it is ready.

There is also a small count badge on the edge of the message box showing how many approvals are waiting for you. It is a reminder, not a live counter — it refreshes when you decide something and when you return home.

Reviewing the details

The approval card shows you what will change before anything happens:

• A summary of what Zoe wants to do.
• The change, field by field — the current value and the value it would become.
• The record it targets.
• The system the change would go to, named on a chip, so you can see at a glance whether this is your ticketing system or something else.
• An expiry chip counting down. Approvals last 24 hours; after that the card marks itself Expired and nothing runs.

Read the fields, not just the summary. The card is the last point at which a wrong value is cheap to fix.

Approving or rejecting with a tap

1. Open the card, in the conversation or from the notification.
2. Read the fields.
3. Tap Approve to run it, or Reject to stop it.

Reject applies nothing at all — there is no partial change to undo.

Approving out loud during a call

During a voice call you can decide an approval without touching the screen.

• Say no — for example, "no, don't do that" — and the change is rejected. A spoken rejection always works, because rejecting applies nothing.
• Say yes and Zoe approves the change if your organization's voice-confirmation policy allows that change to be confirmed by voice. If it does not, Zoe tells you the change cannot be approved by voice and asks you to tap Approve on the card instead, and the card stays waiting.

Your administrators set that policy per organization: voice confirmation can be turned off entirely, limited to lower-risk changes, or allowed for all of them. Ask your AINOW contact which applies to you.

A few practical notes:

• If several changes are waiting, a plain "yes" applies to the most recent one still pending. Naming the one you mean — by the short reference Zoe reads out — decides that one instead.
• Approvals left waiting from earlier, including ones from another conversation, are known to Zoe during a call. Ask what is waiting and Zoe will list them and tell you which can be confirmed by voice and which need a tap.
• The approval card is on screen throughout, so you can always tap instead of speaking.

What happens after you decide

On approve, the card switches to Executing… and a checklist shows each step as it runs. When it finishes you get one of:

• Completed — the change is applied in the connected system.
• Failed — nothing was changed — the system rejected it or was unreachable. Nothing partial was written.

During a call, Zoe also says the outcome out loud, so you hear it without looking at the phone.

On reject, the card is marked Rejected and the conversation carries on.

Every decision is recorded with the record it touched, who decided it, and whether it was decided by tap or by voice. Your administrators can review that trail on the web — see Approvals in Zoe.

When a decision does not go through

• This approval has expired. More than 24 hours passed. Ask Zoe to prepare it again.
• This action was already decided. Someone — possibly you, on another device — approved or rejected it first. Reopen the conversation to see how it ended.
• Couldn't process this — try again. Usually a connection problem. Check your signal and tap again.

Which changes Zoe can prepare at all depends on your organization's plan and the systems your administrators have connected.