---
title: Getting records and sendings approved
description: Choose which CRM creations, changes and sendings wait for a human validation, set who decides in Workflows, approve or decline a request and follow your own.
url: "https://illizeo.com/en/centre-aide/crm-approvals/"
updated: "2026-11-08"
category: CRM
---

# Getting records and sendings approved

Your workspace can decide that some creations or changes of CRM records, and some sendings to customers or members, go through a human validation before they become final. Until a person has decided, nothing is written or sent. This article explains how to set what is submitted, who decides, how to approve or decline a request, and what the requester sees while waiting. It is intended for CRM administrators, approvers and sales representatives.

## Before you start

- The CRM module must be enabled for your workspace (see [Enabling and administering the CRM module](https://illizeo.com/en/centre-aide/crm-enable-and-administer/)).
- Settings: “CRM settings — View” to open **Settings › CRM › Validations**, “CRM settings — Edit” to save them.
- Requests, “Validations — View” permission (role matrix, CRM menu): it gives the **CRM › Validations** entry and shows the requests of the people within your scope, in addition to your own.
- Decisions, “Validations — Approve or decline” permission: it lets you decide the requests of the people within your scope, never your own.
- The scope applies to the requester. It is set per role in the **CRM scopes** card, **Validations** domain, **Read** and **Decide** operations (see [CRM settings](https://illizeo.com/en/centre-aide/crm-settings/)). By default, only the Administrator role holds these two permissions, with the **All** scope.
- Turning on a circuit in Workflows requires the workflow permissions (see [Creating and editing a workflow](https://illizeo.com/en/centre-aide/workflows-create-and-edit/)).
- Making a request requires no particular permission: each action keeps its usual permissions.

## By default, nothing is submitted

As long as nothing is ticked in **Settings › CRM › Validations**, the CRM writes and sends as usual. The settings say **what** waits for a decision. The Workflows circuit says **who** decides.

## Setting what is submitted

1. Open **Settings › CRM › Validations**.
2. For each object, **Account**, **Contact**, **Opportunity or case** and **Membership**, tick **Creation subject to validation** if needed.
3. Under **Change subject to validation for these fields**, tick the fields whose change must wait for a decision.
4. Under **For these origins (none checked: all)**, tick the origins targeted by this object’s rule.
5. In **Sendings to a third party**, tick the sendings to be approved.
6. Click **Save**.

**Apply the preset** fills in the form with a suggestion: creation of the four objects submitted for the AI, API and Public form origins, the change of an account’s legal identifiers, and the sending of a dues call. Nothing is saved until you click **Save**.

![The Validations page of the CRM settings: the suggested preset, then for the account the Creation subject to validation box, the fields that can be submitted and the origins.](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/crm-approvals-01.en_.png?resize=800%2C1045&quality=80&ssl=1)
Settings › CRM › Validations: per object, the creation, fields and origins submitted; then the sendings.

### Fields that can be submitted

| Object | Fields |
| --- | --- |
| Account | Company name, Legal identifiers, Addresses, Owner, Industry, Notes, Tags, Custom fields |
| Contact | First name, Name, E-mails, Phone numbers, Job title, Owner, Notes, Custom fields |
| Opportunity or case | Name, Amount, Currency, Expected signature date, Owner, Custom fields |
| Membership | Category, Contact person, Owner, Note |

### Origins

| Origin | What it covers |
| --- | --- |
| Entered on screen | What you create or change in the CRM screens. |
| Import | Each line of an import from a file or another CRM, and the re-import of a full export. |
| API | A write made with an API token, for example from an automation tool. |
| AI | The records created with **Create the records** from an email prepared by the AI. |
| Collected e-mail | The same records prepared by the AI, since they always come from an email in the queue: a rule targeting this origin submits them too. |
| Public form | No CRM write carries this origin today: ticking it alone submits nothing. |

### Sendings to a third party

Three sendings can be submitted: **Sending a quote**, **Sending a dues call** and **Event invitations**. A submitted sending only goes out after the decision, including via the API, and whatever mode is chosen: by email or handed over otherwise. The reply drafted by the AI is not in this list: it never leaves Illizeo (see [Artificial intelligence in the CRM](https://illizeo.com/en/centre-aide/crm-artificial-intelligence/)).

## What happens when an action is submitted

- **A creation** writes nothing: the record does not exist yet. It appears in no list, no report and no webhook. While it waits, a second creation of the same record is refused, whether submitted or not: same company name or same organisation for an account, same email address for a contact, same club and same member for a membership.
- **A change** waits in full as soon as one of the submitted fields changes, not just that field: the record keeps its old values until the decision. A field sent back unchanged submits nothing. Tags and custom fields are the exception: as soon as a change contains them, it is submitted, even if they have not changed.
- **A stage move** that changes an opportunity’s amount, currency or signing date waits like a change: the deal stays at its stage. Once approved, the whole move is made again.
- **Reassigning several accounts**, when the owner is submitted, creates one request per account. Nothing is reassigned before the decisions.
- **A sending** does not go out. The quote, the dues call or the invitations stay as they are.
- **An import** creates one request per submitted line. These lines are counted as “Awaiting validation” in the import report. A simulation counts them without creating any request.
- **A write through the API** receives a 202 response with the request’s identifier. The integration then reads the request’s status through the API, with a token that carries the “CRM — validation requests” resource (see [Importing, exporting and using the API](https://illizeo.com/en/centre-aide/crm-import-export-and-api/)).

## Who decides: the circuit

Each request starts a circuit in the workflow engine, according to its trigger: “Record creation to validate”, “Record change to validate” or “Sending to a third party to validate”.

![Diagram: a creation, change or sending is written at once only if it is not submitted; submitted, it becomes a pending request that starts a Workflows circuit; an approval step hands it to the line manager or the workflow approver, an end without approval hands it to the holders of the Validations — Approve or decline permission; declined, nothing is written and the reason goes to the requester; approved, the action is replayed in the requester's name.](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/crm-approvals-flux-01.en_.png?resize=800%2C675&quality=80&ssl=1)
From entry to decision: the settings say what waits, the circuit says who decides.

- **With no active workflow** for that trigger, the request follows the fallback circuit: the requester’s line manager decides. This circuit appears in Workflows with the first request, as “Fallback circuit — line manager”.
- **Three circuits are supplied inactive**, in the CRM category of **Settings › Manage Employees › Workflows**: “Creation by AI: validation”, “Legal identifier changed: validation” and “Sending a dues call: validation”. Each sends the request to the requester’s manager when its condition is met: AI origin, Legal identifiers field, or dues call sending type.
- **An active workflow takes all the requests of its trigger.** Those it ends without an approval step, for example a creation from the API when only “Creation by AI: validation” is active, wait for a CRM approver: all holders of “Validations — Approve or decline” whose scope covers the requester are notified.
- Only a human decision counts, and never the requester’s own.
- At any time, a holder of “Validations — Approve or decline” within their scope can decide from the CRM. The circuit still open is then cancelled.

Turning on a circuit submits nothing by itself: without the matching box in **Settings › CRM › Validations**, no request reaches it.

The designated approver receives a notification and an email. If they can decide in the CRM (“Validations — Approve or decline”, with a scope that covers the requester), these lead to the request in the CRM. Otherwise, they lead to **Workflows**, **Approvals** tab (see [Approving, rejecting or delegating a request](https://illizeo.com/en/centre-aide/workflows-approving-requests/)).

## Viewing and deciding requests

Open **CRM › Validations**. The list shows your requests and those of the people within your scope, most recent first. Filter it by **Status** and **Object**. Each row gives the **Request** (its label, the action and the date), the **Object**, the **Origin**, the **Requester** and the **Status**.

![The CRM › Validations list: Request, Object, Origin, Requester and Status columns, with an account creation proposed by the AI pending.](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/crm-approvals-02.en_.png?resize=800%2C500&quality=80&ssl=1)
Validation requests: yours and those within your scope, filterable by status and object.

| Status | Meaning |
| --- | --- |
| Pending | Nobody has decided yet. Nothing is written or sent. |
| Approved | The requester’s action has been replayed and applied. |
| Declined | Nothing was written or sent. The reason is on the request. |
| Approved, not applied | The request was approved, but the action could not be replayed: nothing was written. The reason is on the request. |

Click a request to open it. It shows the action and the object, the **Origin**, the **Requester**, the request date and, once decided, the decision date and who made it. A creation shows **What will be created**, field by field; a change, **Before / after**. A request for a sending or for records prepared by the AI has no table: its title gives the number of the quote or dues call, the event title, or the name of the proposed organisation.

![A pending request's page: status, Creation · Account, AI origin, requester, date, the What will be created table, and the Decline and Approve buttons.](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/crm-approvals-03.en_.png?resize=800%2C216&quality=80&ssl=1)
A request to decide: what will be created, field by field, before anything is written.

1. Click **Approve** or **Decline**. These buttons only appear if you can decide this request.
2. To approve, add a **Comment** if needed. To decline, enter the **Reason (required)**: the requester will receive it.
3. Confirm with **Approve** or **Decline**.

![The Decline the request window: nothing will be written or sent, the requester receives the reason; Reason (required) field, Cancel and Decline buttons.](https://i0.wp.com/illizeo.com/wp-content/uploads/2026/11/crm-approvals-04.en_.png?resize=512%2C340&quality=80&ssl=1)
Declining a request: the reason is required and goes to the requester.

Once approved, the request replays the requester’s action, in their name, with their current rights and on the present state of the CRM. If the action is no longer possible, for example because a permission has been withdrawn or a duplicate has appeared in the meantime, the request becomes **Approved, not applied** and nothing is written. Once approved, the **Open the record** link leads to the record created or changed. A request already decided cannot be decided twice: “This request has already been decided.”

## For the requester: while waiting

- When your action is submitted, the message “Sent for validation: nothing is written until a person approves it.” appears, with **View the request**. This happens when creating or changing an account, a contact, an opportunity or a membership, when sending a quote or a dues call, for event invitations and when creating records prepared by the AI.
- A batch sending of dues calls says how many sendings are waiting: “… sending(s) waiting for validation: they will go out after the decision.”, with **View the requests**.
- If the same record is already waiting for a validation, the message says so: “The same record is already waiting for a validation: nothing is written until a person decides.”
- A submitted stage move or account reassignment is shown as a failure, with the message “This change is waiting for a validation: nothing is written until a person approves it.” (“These changes are waiting…” for several accounts), with no link to the request. The request has nonetheless been made.
- The record shows nothing of the wait: a record to be created does not exist yet, a changed record keeps its old values. For records prepared by the AI, the email in the queue shows “Records awaiting validation”.
- You follow your requests in **CRM › Validations**. Without the “Validations — View” permission, the entry is not in the menu: your requests open from the link in the message or the notification.
- You cannot withdraw a request yourself. To drop it, ask the approver to decline it.

### The decision

You receive a notification and an email: “CRM: change validated”, “CRM: change declined”, with the reason, or “CRM: validated change not applied”. A click opens the request. After a refusal or a failure, nothing was written: enter the action again if needed. Records prepared by the AI come back for review: you correct them and submit them again, or you discard them.

## Notifications, emails and log

- The notifications and emails of these requests are turned off in **Personal Settings › Notifications**, row “CRM — validations: requests to decide, requests approved or declined” (see [Choosing your notifications](https://illizeo.com/en/centre-aide/notifications-my-preferences/)).
- The texts of the four emails are customised in **Settings › Manage Illizeo › Email**, CRM category: “CRM — a change to validate (to the approver the circuit designates)”, “CRM — change validated (to the requester)”, “CRM — change declined (to the requester, with the reason)” and “CRM — change validated but not applied (to the requester)”. None of them repeats the values entered: the request is read on screen.
- The CRM log keeps each request, each decision with its author and the before / after, and each change to the validation settings.

## Good to know

- The requester’s permissions are read again at the time of the decision: a request approved after their permission was withdrawn fails without writing anything.
- Erasing a contact for data protection also erases the validation requests for their record, whatever their status.
- Changing the settings does not affect requests already made: they wait for their decision.

## FAQ

### Who is notified when a request is made?

The approver the circuit designates: the requester’s line manager as long as no workflow is active, or the approver of the active workflow. When a workflow ends the request without an approval step, the holders of “Validations — Approve or decline” whose scope covers the requester are notified. If there are none, the request waits without anyone being notified.

### The approver opens the request but sees neither Approve nor Decline.

They lack “Validations — Approve or decline” with a scope that covers the requester, or it is their own request. If they are the approver designated by the circuit, they decide in **Workflows**, **Approvals** tab, where their notification leads, even without any permission in the CRM: their decision applies just like a decision made in the CRM.

### *Similaire*