What it is and what it's for#
Some challenges are not signed off on their own: someone has to look at them. And some content written by employees ends up being reported. All of that is handled in the same place, the Inbox, which opens from the icons in the top bar.
The Inbox has four tabs:
| Tab | What it holds |
|---|---|
| All | Everything pending, mixed together and sorted by date. |
| Approvals | Challenges someone has marked as done that are waiting on your decision. |
| Moderation | Comments and recognitions that have been reported and are not published. |
| Notifications | Informational alerts, mostly new comments. Nothing to decide. |
Each tab shows its count next to the name. When nothing is left, All caught up appears.
The manager opens the Inbox and sees Approvals: their team's. The Moderation tab is only visible to administrators.
Besides the Inbox there are three supporting screens under Manage, for when you need to look at the history and not just what is pending: Comments, AI challenge approval and Blocked users.
How to set it up#
1. Decide which challenges need approval#
The approval queue is not configured from the Inbox: it builds itself from the Completion method of each challenge. If you choose Manager approval, every person who completes that challenge creates a pending entry. See Journeys and challenges.
Before launching a journey with a lot of manually approved challenges, tell the managers. If nobody approves, the challenge stays pending forever and the points are never credited.
2. Make sure someone is there to approve#
A manually approved challenge needs a manager assigned to each person. If someone has none, their request never reaches anyone's inbox. You check it on the person's record; see Users and roles.
Before a big campaign, filter the roster by manager and look for people with nobody assigned. It is the most common failure and nothing warns you: the request simply does not appear.
3. Review what automatic validation approves#
Some challenges are validated with no human involvement. Those do not go through the Inbox, but they are recorded in Manage → Journeys → AI challenge approval, which is the list of everything already approved automatically.
The screen has General filters with Filter by users and Filter by Challenges, and a Refresh button to load the data. Each row has an edit button that opens a window where you can reverse the decision: mark the record as not valid, remove its approval or send it back to pending.
This screen is not a work queue: nothing is waiting. It is an audit of what has already been decided, to spot-check it or to look into a complaint.
Day-to-day use#
Approving or rejecting a challenge#
Each row shows the person, the name and description of the challenge, the points it is worth and its due date. Two buttons:
- 1
Approve
The points are credited immediately, the challenge moves to completed on the person's wall and the journey advances.
- 2
Reject
The challenge goes back to the person's wall with no points. They can try again.
As soon as you decide, the row disappears from the list. If the challenge came with comments or attachments, the conversation opens so you can see them.
Rejecting does not on its own send an explanation to the employee. If the reason is not obvious, write it in the challenge's comment thread or tell them separately: otherwise they will submit the same thing again.
Moderating reported content#
When someone reports a comment or a recognition, that content stops being published and lands in Moderation. Each row shows where it came from, with a Comment or Recognition label, displays the full text and the Reason for the report given by whoever reported it.
| Decision | What happens |
|---|---|
| Publish | The content is visible again in its place and the report is closed. |
| Do not publish | The content is removed for good. |
While nobody decides, the content stays hidden. An unreviewed report amounts to censorship by default: clear this tab daily, not once a week.
Checking the comment history#
Manage → Users → Comments shows every thread attached to challenges, with its author, the text and the attachments (image, PDF or video). You can filter by User, by Challenge or by the Comment itself.
It is there to reconstruct a case: what was submitted, when and who reviewed it. For aggregate analysis of what is being said, see Comments dashboard.
Unblocking an account#
An account blocks itself after several failed login attempts. The affected accounts appear in Manage → Users → Blocked users, with the number of failed password and code attempts. Each row has an Unblock button that restores access immediately.
Before unblocking, check that the attempts come from the person and not from something else. The same employee locking themselves out every week usually means they cannot remember which route they log in by, not that they have a bad memory.
Frequently asked questions#
What happens if someone's manager leaves the company?
Their pending approvals are left with no effective recipient. Reassign the manager on the record of each affected person; from then on the requests reach the new one.
An overdue challenge is still waiting for approval. Can it still be approved?
Yes. The due date affects the person completing it, not the person approving. Even if the deadline has passed, the request stays in the inbox and approving it credits the points.
I rejected something by mistake. Can it be undone?
Not from the Inbox. The challenge goes back to the person's wall, so the clean route is to ask them to resubmit it and approve it. If it is no longer available to them, you can compensate with a point adjustment; see Point adjustments and redemptions.
Can I approve several requests at once?
No. Each row is decided one by one, precisely so that they get looked at. If you are piling up hundreds of pending items, check whether that challenge should use auto-validation instead of manual approval.
Does the employee see who approved or rejected them?
They see that their challenge has changed state. The name of whoever decided is recorded in the admin panel, not necessarily visible to the employee.
Can automatic validation get it wrong?
Yes, that is why AI challenge approval exists. Spot-check it during the first weeks of each new challenge and, if the criteria are off, switch that challenge to manual approval.
Limits and warnings#
- The queue neither expires nor escalates on its own. Nothing tells a manager that they have not logged in for weeks. Following up is on you.
- Reported content stays hidden until someone decides. There is no automatic publication after a given time.
- There is no reason field in the Inbox when you reject. The explanation goes in the challenge's comment thread.
- Unblocking an account does not reset the password. If the person still cannot remember it, they will have to go through the recovery process.
- Decisions are recorded with a name and a date. Treat them as what they are: an auditable trail of who validated what.
- Some status labels on the management screens are still untranslated. It does not affect the data.