Can I hold an email sent from incident communication task before it is sent and wait for approval?

[Jeff Boltz1]

Looking to implement Major Incident Management.  Can I assign a communication task, have the user complete the email communication channel/email template, but hold it for review/approval before it gets sent?

[Matthew_13 · Accepted solution]

Hi Buddy,

OOTB — at least not in a true “draft → approve → then send” way.

In Major Incident Management, once someone fills out the email communication and clicks Send, it goes immediately. There isn’t a native option to pause the email for review or approval before it’s sent. That part of the process was designed for speed during incidents, not approvals.

What most teams i have seen do instead(and what usually works best :

• Assign a Communication Task

• The assignee drafts the message using the agreed template

• They paste the draft into the task (comments or a “Draft Communication” field)

• An approver or Comms Lead reviews and approves the wording

• Once approved, the Comms Lead sends the email through the Communication channel

This gives you review and control without fighting the platform, and it leaves a clear audit trail.

You can build a more technical solution custom buttons, storing the email content, approvals, then sending it via Flow, but it adds complexity and tends to be fragile, especially in Workspace.

So the practical answer is:
You can’t hold a communication channel email for approval natively, but you can absolutely enforce approval through the communication task and process.

@Jeff Boltz1  - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂

[Jeff Boltz1]

Thank you Matt

[Matthew_13]

Please mark Accepted Solution if answered you. 🙂 @Jeff Boltz1