What happens if the approver (Admin) does not respond to my approval request?
If no action is taken, the campaign/journey remains in Pending status and will not launch. The platform does not auto-approve requests.
In many cases, if the scheduled launch time passes without approval, the campaign/journey is skipped (it doesn’t go live) and stays pending. The approval request will eventually time out once the journey’s end time is reached (since the opportunity to launch has passed).
If an eligible campaign/journey’s activation time is set to “send now”, the pending approval period lasts 2 hours, after which the approval request times out. At that point, the Collaborator would need to submit a new request if they still want to launch the campaign/journey.
If you’re facing a non-responsive approver and the launch time is approaching, you have a few options:
You can update the request by assigning a different approver, or
You can adjust the schedule to allow more time
The Collaborator who initiated the request can always edit the approvers.
What happens if an approver loses their Admin role?
If a user’s Admin role is removed:
They immediately lose their approval rights.
Any approval requests assigned to them become Expired. The Collaborator may need to resend the approval request to another approver. The system will not allow a user to approve a campaign after their role changes.
What happens if someone else cancels the approval request for my campaign?
A: If another user cancels your approval request, the approval flow is reset, and the campaign becomes editable again. Collaborators and any assigned Admin or Editor users are notified when the request is canceled.
What happens if an approval request is canceled before a decision is made?
If an approval request is canceled, the campaign/journey returns to draft/passive and becomes editable again. The approval is withdrawn from the queue, and the campaign/journey needs to be resubmitted for approval by Collaborators.
All relevant users are notified. If the Collaborator cancels, approvers are notified that the request has been withdrawn. If someone else cancels it, the Collaborator and other approvers are notified accordingly. This ensures everyone knows the journey is no longer pending approval.
What if no approver is assigned to the campaign/journey?
At least one approver must be assigned before a campaign/journey can be submitted for approval. The system will not allow submission unless an eligible approver is selected.
If no users with approval rights (e.g., Admins or authorized roles) are available, the campaign/journey cannot enter the approval process and cannot be launched.
To proceed, you can either:
Assign approval permissions to an eligible user, or
Have a user with approval rights create and launch the campaign/journey directly
Without an assigned approver, the approval process cannot function, and the launch will be blocked.
Can someone else edit my campaign/journey while it is under approval?
No. Once a campaign/journey is submitted for approval, it is locked for editing for all users.
This ensures the version under review remains unchanged. If updates are needed, the approval request must be canceled before the campaign/journey can be edited and resubmitted.
What happens if multiple users take action on the same approval at the same time?
The approval mechanism safely handles concurrent actions. If multiple users attempt to approve, reject, or cancel at the same time, only the first action processed by the system is accepted.
The system locks the request at the database level to prevent conflicts. Any later attempt will be blocked, and the user will see a message indicating that the request has already been handled.
Can a campaign/journey be edited after it is live (approved and active)?
Once a campaign/journey has been approved and is live (Active status), you cannot edit it directly. The approval mechanism is designed so that any significant change to a campaign/journey must also be approved to maintain compliance. Any change requires creating a new version of the campaign/journey, which must go through the approval flow before it can be launched.
Do Admins or users with approval rights need to submit campaigns/journeys for approval?
No. Users with approval permissions (e.g., Admins or Editors) can approve and launch campaigns/journeys themselves without requiring a separate approver. Admin users have approval permissions by default (and cannot lose them), and Editors can be granted approval permissions by an Admin. If an Admin creates a campaign and marks it as Active to launch, they can approve it themselves as part of the launch; no additional reviewer is needed because they are the approver.
How are approval statuses like “Pending” or “Rejected” displayed?
Approval statuses for campaigns/journeys are shown through status labels and visual indicators within the platform.
The campaign/journey that has been submitted for approval shows up with a status icon such as “Approval Pending”, indicating it’s awaiting review. If it is reviewed and the approver rejects it, the status is updated to “Approval Rejected” (often accompanied by a color or icon to draw attention). These statuses appear in the same area where you’d normally see Active/Inactive, so that at a glance, users can differentiate which campaigns/journeys are held up in approval versus which are live or draft.
Within the campaign/journey view, additional indicators (such as banners or ribbons) highlight the current approval state and whether editing is restricted or action is required.
Once approved, the campaign/journey typically transitions to its scheduled or active state. There isn’t an “Approved” label displayed permanently, because once approved, it’s treated as a normal scheduled or active campaign.
How are users notified about approvals and rejections?
Users are notified through email and in-platform indicators.
When a campaign/journey is submitted for approval, assigned approvers receive an email. When it is approved or rejected, the Collaborator is notified by email. Rejection emails include the approver’s note and guidance on revising and resubmitting.
Within related products, visual indicators in the listing page show the campaign/journey’s status (e.g., pending approval, approved, rejected). Approvers also see notification cues for pending requests.
If an approval expires or is canceled, relevant users are notified by email. The system ensures both Collaborators and Approvers are informed at every stage of the process.
What does the approval history log show?
Approval logs will be accessible within the platform through the Approvals page.
By opening the approval modal for a campaign, users will be able to view key details such as:
Who the campaign was sent to for approval
When it was approved or rejected
Who took the action
Relevant timestamps for each step
These logs provide visibility into the approval lifecycle directly within the panel. The approval history is view-only and available exclusively through the Approval modal in the platform. There will be no export capability for these logs.
Are approvals required for each step of a journey, or just once for the entire canvas/journey?
Approval is enforced per journey, not per individual step. The approval mechanism treats the entire journey as a single entity for approval before launch. You do not need to get each node or step in the journey approved individually. When a Collaborator submits a campaign for approval, they submit the entire journey (including all its steps and content) at once. The approver’s decision (approve or reject) applies to the entire campaign. All steps in the journey are reviewed collectively as part of that journey’s content. If any part of the journey needs changes, the approver will reject the journey and send it back; there is no concept of partially approving certain steps
What happens to the old journey when I submit a new version for approval?
You can fully configure this. You can choose to either:
Keep the existing version live until the new version is approved, or
Manually set the existing version to passive immediately and wait for the new version’s approval.