The channel approvals and permissions in Communications Control form the basis of successful community management. With them, we ensure that only authorized users can reply to incoming messages or, as the last instance, approve or deny the reply.

Generally, there are two ways to request approvals in Communications Control: 

• Manually: The user must manually select the approving user and start the approval process.  

• Automated: Approval is automatically requested from the channel managers stored in the channel settings.

Determining channel managers

In the channel settings, you can define one or more channel managers who have to approve the content/responses to tickets. You can find this area in the team administration under Content settings > Channels when clicking on the title of a linked channel.

We distinguish between approvals for content and approvals for dialog tickets. These are two different areas that can be configured independently of each other.

Detailed definitions for the channel administrator and the channel managers can be found in our glossary.

Process for creating content for channels with channel managers

When you create content, the "lock symbol" indicates that approval by the channel responsible (owner) is required.

The approval process takes place in the approval area on the right-hand side. Click on the thumbs icon and choose the Channel approval tab. Now turn on the switcher Set approval.

Clicking the switcher opens a popup. Here, you have to enter a due date for the approval and then click on the Request Approval button. The popup also shows the channel responsible and which actions are executed once the approval is granted.

In the Status column of the Channel management tab, the status of the approval process is displayed:

Blue: Approval is open (has not yet been requested)

Red: Approval has been rejected

Yellow: Approval is pending

Green: Approval has been accepted

Pink: No active approval process

Important:    

• The approval will only be sent to the channel owners after the content is saved.

• There must always be at least 10 minutes between the approval request and the release date! 

• In general, any number of channel owners can be specified.  

• A veto right is possible: Here, a single, negative vote rejects the approval. 

• Content cannot be planned if no approval is requested. 

In the role administration, the channel administrator defines the rights for the individual roles: 

Read: This role has the right to view channels, be set as channel owner, and then edit these channels. 

Write: This role is given the right to add new channels and also to delete these channels. 

Manage: This role has the right to view, add, edit, and delete all channels and publish directly to all channels. 

The person who creates content needs at least the Write right.