Authorization Workflows

How to create and configure approval workflows in Luware Recording to control access to sensitive actions such as conversation playback, export, and deletion.

Overview

Authorization workflows in Luware Recording provide a structured, auditable process for granting access to recorded communications and for approving deletion requests. Users submit requests specifying the conversations, cases, or labels they need access to, which are then reviewed by designated approvers. Workflows support multi-step approval chains and are fully logged, ensuring that sensitive actions are only carried out after proper authorization.

Creating a Workflow

Log in to the Luware Recording portal with an account that has workflow management permissions. From the top navigation bar, open Workflows and select Approval Workflows.

On the Workflows page, click Add New Approval Workflow in the top right corner.

Enter a Name for the workflow and, optionally, a Description.

Add one or more Approval Steps. Each step defines a stage in the approval chain and the users responsible for approving it. For each step:

Enter a Name for the approval step.

Select the approver type from the Approvers dropdown.

Selected User(s): assign specific named users as approvers.

Group Manager(s) of Selected Group(s): assign approval responsibility to the managers of one or more groups. Any manager in the selected group(s) can approve the step.

💡 Deadlines and Reminders

You can configure a deadline and reminder on each approval step. Enter the number of hours in the relevant fields to automatically prompt approvers if a step has not been completed within the specified time.

 

Once saved, the workflow is available to use across Luware Recording wherever an approval process is required. You can edit the workflow at any time by returning to Workflows > Approval Workflows and selecting it from the list.