Documentation
Action review and confirmations
Understand required reviews and separately configured external confirmations.
Review CRM and portal work
Proposed CRM changes and client-portal reply drafts have review steps. Inspect the affected record and the proposed result before making the decision.
Connected tools have their own settings
Required portal reviews are not the same as action confirmations for an external tool. Set the confirmations you need before connecting accounts and asking an agent to act.
Saved is different from completed
A draft, file or activity entry can show progress. Check the relevant result before concluding that a message was sent, a document delivered or an external action completed.