Overview

This article covers how to implement approval logic within Journeys, where to create supporting workflows, current field visibility limitations, and how to validate Freddy Al suggestions for your configuration.

Simulating Approval Logic in Journeys

Native approval support within Journeys is not available, but approval-driven logic can be achieved indirectly. Trigger a ticket or service request from the Journey task, then configure an approval workflow on that ticket. Based on the approval outcome, update a relevant field or complete the task within the Journey to proceed to the next step or close the Journey.

Creating Workflows That Interact with Journeys

Workflows supporting Journeys must be created and managed at the global level. Since Journeys themselves are created and managed globally, workflows built within the HR workspace will not reliably interact with global Journey elements. Always ensure supporting workflows are set up at the global level to avoid interaction issues.

Journey Field Visibility for Initiators vs. Agents

Hiding a Journey field specifically from the initiator while keeping it visible to agents is not currently supported. This is a known limitation of the product's current design, and there is no workaround available at this time.

Note: This is expected behavior given the current product design escalate or log as a feature request if the customer requires this capability.

Validating Freddy Al Suggestions for Your Configuration

Freddy Al suggestions should always be cross-checked against the product Ul or verified with support before acting on them. Suggestions may not always align with a specific account's configuration, and following inapplicable guidance can lead to incorrect setups.