Content Approvals

Content approvals ensure quality control by requiring review before new content becomes active in your knowledge base. This feature is available to Admin and Owner users.

Accessing Approvals

Approvals are managed in the Quality Center:

1. Navigate to Train in the sidebar
2. Click Quality in the sub-navigation
3. View the Approvals Queue section

The approval count also appears in the Quality Center summary cards.

When Approvals Are Required

Content may require approval based on your settings:

Configure approval requirements in Settings > Security.

Approval Workflow

Pending State

When content requires approval:

1. Content is created but set to Pending status
2. It does NOT appear in AI responses
3. It appears in the Approvals Queue
4. Admins/owners are notified

Review Process

For each pending item:

1. View the content - Click to see full details
2. Check for accuracy - Is the information correct?
3. Check for quality - Is it well-written and clear?
4. Check for conflicts - Does it contradict existing content?
5. Make a decision - Approve, reject, or edit

Taking Action

Approve:

1. Click Approve
2. Content becomes Active immediately
3. AI can now use it in responses

Reject:

1. Click Reject
2. Optionally add feedback explaining why
3. Content remains in Draft (author can revise)

Edit then Approve:

1. Click Edit
2. Make necessary changes
3. Save and approve in one step

Approval Queue View

The queue shows pending items with:

• Title/Question - Content identifier
• Type - Document, FAQ, or Website
• Submitted By - Who created it
• Submitted At - When it was submitted
• Preview - Brief content preview

Filtering the Queue

Filter pending approvals by:

• Content type
• Date submitted
• Submitter

Bulk Actions

Select multiple items to:

• Approve all selected
• Reject all selected (with shared feedback)

Who Can Approve

By default:

• Owners - Can approve all content
• Admins - Can approve all content
• Members - Cannot approve (submit only)

Role permissions can be customized in Settings.

Approval Settings

Configure approval behavior in Settings > Security:

Require Approval For

Toggle which content types need approval:

• New documents
• New FAQs
• Imported website pages
• Edited content (optional)

Notification Settings

Configure who gets notified:

• Email notifications for pending approvals
• Dashboard alerts
• Digest frequency (immediate, daily, weekly)

Best Practices

Review Promptly

Don't let the queue build up:

• Set aside time for daily reviews
• Respond to pending content within 24-48 hours
• Let submitters know expected turnaround

Provide Feedback

When rejecting:

• Explain what needs to change
• Be specific and constructive
• Offer examples if helpful

Maintain Consistency

Apply consistent standards:

• Create content guidelines
• Share examples of good content
• Train team on quality expectations

Balance Speed and Quality

Find the right level of review:

• Critical content: thorough review
• Minor updates: lighter touch
• Trust experienced contributors

Approval Notifications

For Reviewers

• Email when new content is pending
• Dashboard indicator showing queue count
• Optional daily digest of pending items

For Submitters

• Notification when content is approved
• Notification when content is rejected (with feedback)
• Status visible on their submitted content

Tracking Approval History

View historical approvals:

• Who approved/rejected
• When the decision was made
• Any feedback provided
• Original vs. edited content

This history is available in the content's edit view.

Related Pages

• Quality Center Overview
• Adding Documents
• Managing FAQs