--- title: "Approvals: Concierge docs | Chargezen" description: "How Concierge agents ask before refunds, cancellations and other big moves, who answers, and how to approve emails and suggested memories." url: "https://chargezen.com/docs/concierge/approvals" lang: "en" updated: "2026-10-18" --- Canonical URL: https://chargezen.com/docs/concierge/approvals # Approvals How Concierge agents ask before refunds, cancellations and other big moves, who answers, and how to approve emails and suggested memories. Last updated: 2026-10-18 Concierge agents work on their own, but they ask first before anything consequential: cancelling a subscription, refunding an order, adjusting reward points, publishing a change to your store or uploading a file. The agent pauses, explains in plain words what it's about to do, and waits for a yes. ## How an approval works 1 #### The agent asks When the next step is a consequential action, the agent stops and sends a message in the same conversation, on the same channel. It says what it will do and the alternatives, and asks you to approve, deny or say what to change. 2 #### You answer in your own words Reply as you would to a person: "Yes, go ahead", "No, don't", or "Refund only the shipping". There are no buttons to find; Concierge understands the reply. 3 #### The agent continues If you approve, it does the action and checks the result. If you deny, it doesn't, and it tells you what it did instead. If you ask for a change, it adjusts the plan. ## Who approves The person who made the request. When a customer asks to cancel their subscription by text, the customer confirms. When a teammate asks an Operator Agent to issue refunds in Admin chat, that teammate confirms. An approval request never goes to someone else's queue. ## What needs approval Approval is built into each action that changes something, so it's always asked. Examples: * **Subscriptions**: cancel, pause, resume, skip, swap, change quantity, frequency, address or payment method, order now, apply a discount. * **Orders**: create, duplicate or cancel an order, returns and fulfillment actions. * **Rewards**: adjust, void, redeem or refund points, and change reward rules or tiers. * **Your store**: saving, publishing or deleting checkout, upsell, widget and branding settings. * **Messages and files**: sending invoices, saving or test-sending notification emails, uploading files to Google Drive, Dropbox, Box or Microsoft 365. Looking things up never needs approval. To stop an agent from doing something at all, turn that capability off under **Capabilities** on the agent's **Configure Agent** page. ## Other approvals in the admin ### Emails waiting for approval When an email can't go out without a person's OK, the conversation's details panel in the customer inbox shows an **Email Approval** card with the status, reason, target and draft. Click **Approve & send** or **Reject**. ### Suggested memories Agents suggest things to remember from their work. In **Build > Memory**, the **Suggested** tab lists them; click **Approve** or **Edit & approve**. To make agents wait for this review, turn on **Use a suggestion only after someone approves it** in the learning settings. A record of every step Every request, approval and action is saved in the conversation, so you can always see what an agent did and why. Review past work in **Operate > History**. ## Troubleshooting and FAQ ### Is there an approvals page? No. Approvals happen in the conversation where the request was made, so the person who asked can answer right away, on any channel. ### Can I let an agent skip approval? No. Consequential actions always ask first. You can remove a capability so the agent can't do it at all. ### What happens if I say no? The action isn't taken. The agent tells you, and offers what it can do instead. ### Who can approve memories? Teammates whose role lets them manage Concierge conversations. ## Related **Guides** * [Getting started](https://chargezen.com/docs/concierge/getting-started) * [Playbooks](https://chargezen.com/docs/concierge/playbooks) * [Email](https://chargezen.com/docs/concierge/channels/email) **On the product page** * [Approvals and audit trail](https://chargezen.com/concierge/features/approvals) * [Trust and privacy](https://chargezen.com/concierge/features/trust-and-privacy) ### Related Articles [ #### Getting started Choose what each agent can do ](https://chargezen.com/docs/concierge/getting-started)[ #### Playbooks Guide how agents work ](https://chargezen.com/docs/concierge/playbooks)[ #### Email Approve emails before they send ](https://chargezen.com/docs/concierge/channels/email) Was this page helpful? Need more help? [Contact support](https://chargezen.com/docs/checkoutos/troubleshooting/support)