TABLE OF CONTENTS


Summary 

Multi-layer approval lets you build structured workflows for approving a case, including setting multiple review layers, assigning reviewers based on rules, and recording decisions throughout the process.


Case Review Experience

When a case is moved to Ready for Review (RFR), the review features help your team avoid double handling, ensure the right people are reviewing, and allow you to document decisions clearly.


Starting a Review

  • Start review button: Eligible reviewers will see a “Start review” button when a case enters RFR.
    • Clicking this marks the case as "In Review" and records:
      • Who started the review
      • When they started it
    • An End review button appears to complete their review.
  • Visible status for the whole team:
    • See who is currently reviewing
    • See if the case is waiting for review, in progress, or complete
    • See who has been notified or tagged as a reviewer
    • All users can view the Review tab


Important: Once a reviewer selects Start review, the case status will update to Review in progress.
This ensures visibility for teams where multiple users are eligible to review the case, but only one review is required.

By marking the case as in progress, this helps prevent double-handling or confusion over who is currently reviewing the case.





Adding Review Notes

When a reviewer ends their review:

  • A modal appears to select a review outcome, such as:
    • Approve
    • Reject
    • Rework
  • Reviewers can leave a single set of notes in the modal. These will be saved to the Review tab for visibility.
  • If the reviewer is the final approver, they can choose to submit review or approve case.

Note: These outcomes do not change the case status, but allow visibility into decisions made across each review layer.







Tagging Additional Reviewers

Any user can:

  • Tag someone else for review using the "Notify reviewer" option
  • See who has been tagged and whether they’ve taken action
  • Add notes visible to all reviewers in the Review tab


Will I be alerted to review a case?

Yes, if you are assigned as a reviewer, you will receive a notification when the case is ready for review. The case will also appear on your dashboard under Ready for Review, where you can open it and begin your review.


Important: You will only receive a notification if you are explicitly assigned as a reviewer - not just assigned to the case. Being assigned to the case alone is not enough to trigger a review notification.

 

 


FAQ

Can I skip this process and approve the case as usual?

Yes, if you don’t configure any approval rules, users can continue to approve cases directly as always.

What happens if a case is rejected?

The case stays in its current state, but the Review tab records that a reviewer has rejected it. Another reviewer can escalate or approve afterward.