Approval on Behalf of the Customer

See also: Operations Table

Approval on Behalf of the Customer

In addition to the ability to contact the customer and request approval via the Request Approval Quick Action Button, users can now update the approval status for estimate operations on the customer's behalf.  Providing approval on behalf of the customer is especially useful when the customer has given approval via a case note or outside of the case altogether (e.g., via phone, verbally at the front counter, in an email or text, etc.). This feature enables users to denote which line item operations to approve, and then update the overall case to document the approval and communicate it to the customer.

Selecting the APPROVAL STATUS drop-down menu associated with the operation will provide users with the options to approve, defer, or decline on behalf of the customer.

After selecting any of the statuses (Approved, Deferred, Declined), users are presented with a popup. In the pop-up, a required Reason for Approving dropdown menu is provided, along with an optional Additional Comments field.

After choosing a reason from the dropdown menu, a button at the bottom of the pop-up will activate (turn blue), allowing users to update the Approve, Defer, or Decline status for that operation.

After approving, deferring, or declining the operation on behalf of the customer, users are returned to the Operations table. If users select the VIEW DETAILS link located just below the Approval Status dropdown menu, they'll find details about who updated the operation, the reason for the update, and whether it's associated with an estimate version that has been shared with the customer.

Sharing Updated Estimates

Sharing an Updated Estimate

After you approve, defer, or decline operations on behalf of a customer, the next step is to share the updated estimate. This keeps the Service Department and customer aligned on the latest version.

When all line items have an Approval Status of Approved, Deferred, or Declined, the Send to Customer button above the Operations becomes active.

When clicked, a new yellow modal appears, as shown below.

From this modal, you can:

• Select one or more contacts to share the estimate with

• Include the Estimated Time of Repair (ETR)

• Add notes for additional context

• Choose which details to include in the estimate PDF
  
  NOTE: The Send to Customer button only becomes available after at least one operation has been approved on behalf of the customer.

Once a recipient has been selected, the SHARE ESTIMATE button will become active, allowing users to share the latest version of the estimate with their customers.

Depending on how contacts have their notifications set up, they will receive either an email notification with the attached PDF version of the estimate or an SMS notification with a link to access the estimate.