Approval Workflow

Quotes follow a structured approval workflow from creation through client acceptance. This ensures quality and client buy-in before work begins.

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Approval workflow overview

Quotes progress through these statuses:

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Status transitions

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Automatic transitions

The system moves quotes automatically: Awaiting Quote → In Progress:

• Triggered when first requirement is worked on
• Shows progress is happening

In Progress → Awaiting CSM Review:

• Triggered when all requirements marked complete
• Ready for internal quality check

Awaiting Client Approval → Approved:

• Triggered when client clicks “Approve”
• Creates task automatically

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Manual transitions

Require user action: Awaiting CSM Review → Awaiting Client Approval:

• CSM clicks “Approve” or “Send to Client”
• Triggers client notification

Any Status → Cancelled:

• User clicks “Cancel”
• Stores previous status for potential reopen

Cancelled → Previous Status:

• User clicks “Reopen”
• Restores previous status

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Internal approval (CSM)

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Who can approve

CSMs, Managers, and those with approval permissions can approve quotes internally.

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When to approve

Approve when:

• All requirements complete and accurate
• Estimates are reasonable
• Scope is clear and well-defined
• Ready to present to client

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How to approve

What happens:

• Status changes to “awaiting_client_approval”
• Client users notified via email and in-app
• Quote appears in client portal for review

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Requesting changes

If requirements need work:

1. Add comment explaining what needs changing
2. Reassign if needed
3. Team member makes updates
4. Marks requirement incomplete then complete again
5. Returns to CSM for re-review

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Client approval

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Client receives notification

When quote is sent:

• Email notification to all active client users
• In-app notification
• Link to quote in portal

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Client review process

Clients see in the portal:

• Quote title and description
• All requirement blocks with scope
• T-shirt size estimates
• Total estimated time
• Comments and attachments

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Client actions

Clients can:

• Approve - Accept the quote
• Reject - Decline the quote
• Cancel - Put on hold
• Comment - Ask questions or discuss
• View attachments - See references

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Approval outcomes

When client approves:

1. Status changes to “approved”
2. Task created automatically
3. CSM notified of approval
4. Work ready for scheduling

When client rejects:

1. Status changes to “rejected”
2. CSM notified with reason
3. Can edit and resubmit
4. Or cancel permanently

When client cancels:

1. Status changes to “cancelled”
2. Previous status saved
3. Can be reopened later
4. Useful for “on hold” work

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Notification system

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Who gets notified

Requirements completed:

• CSM assigned to client
• Managers

Quote sent to client:

• All active client users
• Client portal access users

Client approved:

• CSM assigned to client
• PM if assigned
• Managers

Client rejected:

• CSM assigned to client
• PM if assigned

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Notification channels

Notifications sent via:

• Email
• In-app notifications
• Visible in notifications panel

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Common approval scenarios

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Scenario 1: Quick approval

Situation: Simple bug fix, client trusts team Flow:

1. Requirements complete → CSM review
2. CSM approves → Send to client
3. Client approves same day
4. Task created, work scheduled

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Scenario 2: Back-and-forth

Situation: Client has questions about scope Flow:

1. Requirements complete → CSM sends
2. Client comments with questions
3. CSM/team responds via comments
4. Client satisfied, approves
5. Task created

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Scenario 3: Rejection and revision

Situation: Estimate too high for budget Flow:

1. Requirements complete → CSM sends
2. Client rejects (budget concerns)
3. CSM discusses options with client
4. Team revises scope, re-estimates
5. CSM sends updated quote
6. Client approves revised version

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Scenario 4: Cancelled/on hold

Situation: Client wants to delay work Flow:

1. Quote sent to client
2. Client clicks “Cancel” (priorities changed)
3. Status: “cancelled”
4. Later: Client contacts CSM to proceed
5. CSM clicks “Reopen”
6. Status restored, can approve now

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Approval best practices

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For CSMs

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For team members

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For clients

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Troubleshooting

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Reopening cancelled quotes

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When to reopen

Reopen when:

• Client ready to proceed with cancelled work
• Priorities have changed
• Budget now available

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How to reopen

What happens:

• Previous status restored
• Can continue workflow from where it left off
• Timestamps preserved
• Comments and history intact

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Next steps