Approving Emails – mxHero Help Center

Your organization can require some emails to be approved before they are delivered. For example, emails to clients with certain attachments may need a manager's OK. This page is for both sides: the sender whose email is waiting, and the approver who decides.

How approval works

Someone in your organization sends an email that matches an approval rule.
mxHERO holds the email and asks the approvers to review it.
An approver approves or rejects it.
- Approved: the email is delivered to its recipients.
- Rejected: the email is discarded and never delivered.
If nobody decides before the time limit, the request expires and the email is not delivered. Your organization sets the time limit.

Some emails need approval in several steps, for example first from a team lead and then from compliance. Each step must approve before the email moves to the next one. A rejection at any step stops the email.

An approver can be a named person or a group of people that your organization set up. When a step is assigned to a group, any one member can approve or reject for the whole group.

Note: You can't approve your own email, even if you are one of its approvers.

If you are the sender

Emails you may receive

Your organization chooses which of these you get, and can change the wording.

Email	When it arrives	What it says (default wording)	Buttons
Approval requested	Right after you send	"Approval request sent to a supervisor. Once the email is approved, it will be delivered to the recipients."	CANCEL: withdraw your request. Sometimes ACCESS: open it in the app.
Reminder	Every so often while the email is still waiting	"Approval Still Pending - Action Required". "Your email is still pending approval from a supervisor…"	Usually CANCEL, sometimes ACCESS
Completion notice	When a decision is made	"The approval request sent to the supervisor has been approved, and the email has been released for delivery." or "…has been rejected, and the email has been discarded and will not be delivered."	None

Follow your request

Go to https://app.mxhero.com and sign in, or click ACCESS in the email if it has one. See The End User App.
Open the Request Approval section and the list of your requests .
Click the email to see its recipients, attachments, approvers and status.

Cancel your request

Use this if you no longer want the email sent, for example because you need to fix it.

Click CANCEL in the email, or open the request in the app and click Cancel .

The email is discarded and isn't delivered. To send a corrected version, send a new email. It will need approval again.

If you are an approver

The approval request email

When an email needs your approval, you get an email like this. The default title and subject are "Sender Requested Approval", and it says: "An email has been sent and requires your approval for delivery to the recipients. If you reject the email, it will not be sent."

The buttons in the email:

Button	What it does
APPROVE	Approves the email. If this is the last step, the email is delivered.
REJECT	Rejects the email. It is discarded and not delivered.
ACCESS (if shown)	Opens the email in the End User App, so you can read it before deciding.

Button names can differ in your organization. If the request was already decided or has expired, the page that opens tells you, for example "already approved" or "expired".

Important: Check what you're approving before you click APPROVE. Open the request in the app, or click ACCESS, to see the recipients and attachments, and download the email if you need to read it.

Review and decide in the app

Go to https://app.mxhero.com and sign in.
Open the Request Approval section and the list of emails waiting for your approval .
Click an email to open it. You'll see the sender, recipients, attachments, approvers for each step and the current status.
To check the content, click the download button to save the email as an .eml file, then open it in your mail app.
Decide:
- Click Approve to let the email go (or move to the next step).
- Click Reject to stop it. Enter a reason if asked.

The list updates, and the sender gets a completion notice if your organization turned these on.

Requests for your team

If approvals are assigned to a group you belong to, they may appear in a Team list. Anyone in the group can act on them. Once someone in the group decides, the request is done for everyone.

See past requests

The History list shows requests that were approved, rejected, cancelled or expired.

Open the Request Approval section and then History.
Choose a date range. By default you see the last 7 days. You can search up to one year back, up to 30 days at a time.

Your organization decides how much history you see: your own requests and your team's, or only your own, or only the ones you acted on. If you joined a group recently, you may not see its older requests.

Troubleshooting

Problem	What to do
The approver says they didn't get a request	Ask them to check their junk folder and the Request Approval section in the app. Requests appear there even when your organization doesn't send request emails.
There is no Approve button on your own email	You can't approve your own email. Another approver must decide.
The email was never delivered and nobody rejected it	The request expired. Send the email again so it can be approved in time.
APPROVE says the request was already approved or rejected	Someone else in your group decided first. Check the history in the app.
You can't see a request your colleague mentions	Your organization decides what you see. Ask your IT team.
The email was approved but the recipient didn't get it	Check that the email had no further approval steps. If it was fully approved, ask your IT team to check the delivery.