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Approval defaults lets you decide which agent actions your customers must approve on their phone before they happen. Your rules apply to every customer who hasn’t chosen their own. A locked rule is always on, and customers can’t switch it off. To learn how approvals work on a call, see Phone approvals for agent actions. Approval defaults, showing how many customers have paired a phone and the Add a rule box

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Open Approval defaults

In the Partner Portal, open Settings → Approval Defaults. The Your customers panel shows:
  • How many of your customers have paired a phone
  • How many have locked rules but no phone — these customers can’t use the locked actions until they pair one

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Add a rule

  1. Under Add a rule, type the action in the form app/ACTION_NAME — for example, gmail/GMAIL_SEND_EMAIL. To cover every action in an app, use app/* — for example, gmail/*.
  2. Select Add.
The rule applies to every customer who hasn’t set this action themselves.

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Lock a rule

Lock a rule when customers must never be able to skip approval for that action. Select the lock icon next to the rule in your Rules list. Customers see a padlock next to locked rules.
If a customer with a locked rule hasn’t paired a phone, their agents can’t use that action at all. Check have locked rules but no phone and ask those customers to pair a phone before you lock important rules.

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Give customers access to approvals

Customers need MCP Access & Approvals turned on to see the Approvals page. You can turn it on:
  • For one customer: Customers → Manage → Features & Add-ons
  • For everyone at once: Settings → Customer Portal Defaults → Enable MCP Access & Approvals for All Existing Customers
Then share the Customer approval app guide so they can pair a phone.