Message Rejections in Service
A

Annalisa.DiBernardo+dev

Published:

03/12/26 6:37 PM

28 views

1

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Hi all! Is there a way to add actions when approving messages? For instance, our team would like the ability to reject a message and then select a reason for the rejection (inaccurate, typos, grammar, etc..).  It looks like I can do this with a message level macro, but that adds additional clicks for the team. They'd like the rejected button to automatically populate/require a rejection reason. Thanks!

Sprinklr Service
customer service

Question

Updated

3 days

 

Comments

  • A

    Allison Fasching

    1 month

    ago

    17/03/2026

    Hi Annalisa!  Out of the box, Sprinklr does not support requiring or auto‑prompting a rejection reason when clicking Reject on outbound message approvals. The default approval actions are Approve, Reject, and Edit & Approve. However, you can closely replicate this behavior using macros + custom fields, or achieve it natively by routing approvals through Tasks/Workflows (where rejection reasons are required by default).

    Next Steps / Options

    • Closest UX match (recommended): Use a message‑level macro tied to rejection that sets the message to Rejected and requires selection of a Rejection Reason (e.g., inaccurate, typos, grammar). You can also have the macro add the reason as a comment and route the message back for edits—keeping clicks minimal while capturing structured data.
    • Native “reason required” option: If your process allows, route content through Task or Workflow approvals prior to publishing. Tasks natively prompt for a rejection reason and store it automatically.
    • Feature request: If this is a frequent need, it’s a good candidate for a feature request to add a configurable “Reject with reason” prompt directly to message approvals.

    Hope this helps!  I’m happy to post more detailed setup steps for either approach (macros vs. workflows) if you want additional info!

     
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