Approve QueAssist Actions

QueAssist can reset a password, unlock an account or add someone to a group in your connected systems. You decide, tool by tool, whether it does that on its own or asks first. When it asks, the agent handling the ticket sees exactly what will run and approves it with one click.

1. Choose a mode for each tool (Settings → Integrations)

Open a connected integration and pick one of three modes next to each tool:

• •Off — QueAssist never uses it.

• •Needs approval — QueAssist can ask for it on a ticket, and nothing happens until an agent approves.

• •Automatic — QueAssist runs it by itself and records it in the audit log.

Read tools (look up a user, check account status) offer Off and Automatic. Tools that change something offer all three. When you switch a write tool on, it starts at Needs approval.

Only owners and admins can change modes.

2. Approving on a ticket

When QueAssist wants to run a tool that needs approval, it stops, assigns the ticket to your team and leaves an internal note. The ticket shows a QueAssist card in the right-hand panel:

• •Each step, with a tick, a spinner or a lock showing where it is.

• •The step that's waiting, with the exact call, e.g. resetUserPassword(user: priya@acme.com).

• •Approve step runs it. Reject stops the run. Take over stops QueAssist and leaves the rest to you.

The assignee gets an email when something is waiting. Every ticket with a waiting action also appears under Needs Approval in the sidebar.

Who can approve

• •The ticket's assignee.

• •Any owner or admin, as backup.

• •On an unassigned ticket, any agent who can see it. Approving makes them the assignee.

If your workspace limits agents to their groups, an agent can't approve on a ticket they can't open.

3. Plan with QueAssist

On any ticket, click Plan with QueAssist in the same panel. QueAssist proposes up to six steps using only the tools you haven't switched off: checks first, then changes, plus a priority change, a group or a message to the employee if they help. Every step waits for you, and you can approve or skip each one.

A plan uses 1 AI action. Approving its steps uses none.

4. Playbooks that pause

A playbook step that runs a Needs approval tool pauses the playbook on that ticket until an agent approves; then the rest of the playbook continues. You can also add a Wait for agent approval step anywhere in a playbook, for example before a message goes to the employee.

5. Safety rules that always apply

• •The emergency stop in QueAssist settings blocks every action, approved or not.

• •Identity scoping still applies. A tool acts only on the ticket's subject, never on someone the AI chose. If the ticket's subject changes after QueAssist asked, the approval is refused.

• •One click runs once. Two agents approving the same step at the same moment can't run it twice.

• •Waiting steps expire after 7 days.

• •Employee chat never offers these tools. An account change is only ever requested on a ticket an agent can see.

Everything is recorded in the ticket's activity timeline and in the Tool-call audit log under Settings → QueAssist.