There are 3 main steps we need to do in order to set up the approval process
- Create the approval queue
- Change the priority of case in the approval queue
- Set up the agent permissions
Creating Approval Queue
First, you want to create a queue where your agents will send the drafts for approval to. In the settings/queues create a new "approval" queue and assign the users who will approve the replies to be sent. The queue should be on the bottom of your queues to avoid any case falling in there by accident.
If the approvers are assigned to other queues than the approval one (they not only approve cases but also receive cases via the get cases button) you want to consider setting up a higher priority to the approval cases so they get assigned to the approvers first.
You can do so by setting up workflow automation to change the priority of the case once it is rerouted to the approval queue. Set up a trigger and a job to change the priority using this guide.
The Agent Permissions
How to set up an agent without the permissions to send replies?
In the settings/roles simply edit or add a role where the agent does not have queue permission to other than approval queue (they cannot assign to any other queue than approval)
And without the reply permission to the channels
The approvers (manager/ supervisor) should, on the other hand, have the queue permissions to other queue/s to be able to route the case back to the agent if needed, as well as the reply permission to be able to send the draft.