When a playbook reaches an email, webhook or API step and the automation rules say a person must look first (or no rule matches, which means the same), the step lands here.

​
A card

The heading is the provider and the step title; badges give the action type and the minimum role that may approve (needs Reviewer, for instance). Underneath: the case reference (linking to the case), the estate, the outcome, how long it has waited, and which rule sent it here or no rule matched (default: approve). The rendered content is what will actually be sent, every template filled in from the case as it is now: recipient, subject, body, or the webhook payload. An empty value is shown in red: empty — check the case contact details. Fix the contact on the case overview first, then approve.

​
Deciding

  • Approve and run sends it now. The result shows on the case’s Activity tab; a failure appears in Needs attention with Retry.
  • Do it by hand instead turns the step into a manual task for an operator, with your reason attached.
Reviewers and above can decide. Below that role the buttons are disabled with the note Your role cannot approve this step.
With dry run on, approving records the action instead of sending it. Use it to rehearse a playbook end to end.