Decisions and approvals

Sometimes an agent needs you to choose before it can continue. Rather than writing the choices out and hoping you reply in the right words, the agent can pause and show you a small set of options as tappable buttons. You pick one, and the agent picks up exactly where it left off.

What a decision looks like

When an agent asks a decision, you see the question with two to ten labelled options as buttons rather than a paragraph of prose. For example, instead of asking “do you want to approve, reject, or send it back?”, the agent shows three buttons: Approve, Reject, and Send back.

Buttons can carry a short sub-label for extra context, and destructive choices are styled to stand out so you do not pick them by accident.

While a decision is open, the agent’s turn is paused. When you answer, your choice is sent back as a message and the agent resumes with the full context of the conversation.

Single and multiple choice

Decisions come in two forms:

• Single choice — Tap one option to commit immediately.
• Multiple choice — Toggle several options on or off, then tap Confirm. The agent may require a minimum or cap the maximum number of picks.

Some decisions also offer an Other option that opens a free-text box, so you can answer in your own words when none of the listed options fit.

Decisions across channels

Decisions work wherever the agent is connected, and the buttons adapt to each platform:

• WebChat — Styled buttons and chips in the conversation.
• Slack — Block Kit buttons on the message.
• WhatsApp — Reply buttons for short lists, list menus for longer ones, and native forms for multi-question asks.
• Telegram — Inline keyboard buttons beneath the message.

Whatever the channel, you tap to answer rather than typing the option out.

Note

An agent can ask up to four questions in a single decision. On channels that support it, these appear together so you can answer them in one pass.

Approvals

The same mechanism is how agents ask for approval before doing something significant, such as changing a setting or taking an action that is hard to undo. The agent presents the choice, waits for your answer, and only proceeds once you confirm. This keeps a person in the loop for the decisions that matter without slowing down everything else.

Reviewing decisions later

A decision and your answer are part of the conversation, so they stay in the Inbox history like any other message. You can see what was asked, what you chose, and what the agent did next.

Next steps

• Chat — Where decisions appear in the built-in chat interface.
• Channels — How decisions render on Telegram, WhatsApp, and Slack.
• Activity Log — See the steps an agent took around a decision.
• Workflows — Use approval gates to require sign-off inside a workflow.