Learning objectives
By the end of this lesson you will be able to:
- Assign approval responsibility in your team.
- Recognise the exceptions Anchor reports.
- Write a simple exception plan.
Approval responsibility
Suggestions wait until an owner or admin decides. Decide who checks the queue and how often, and what to do when that person is away. An unreviewed queue is not dangerous (nothing is sent), but useful follow-ups go stale.
Exceptions you will see
- A suggestion changed after it was shown: the approval is refused, so review the new version.
- A reply could not be delivered to a customer’s channel: Anchor shows the delivery status and lets you retry a limited number of times.
- The assistant cannot answer: the conversation is handed off to your team.
- Data is missing for an owner question: the answer says so instead of showing zero.
Plan the exception path
For each exception, write who notices it, where, and what they do next. Keep the plan short enough to follow on a busy day.
Illustrative example · fictional data
A failed delivery
A made-up customer on a messaging channel.
- An admin replies to a customer; the reply shows as failed to deliver.
- The admin retries once; it fails again.
- Following the exception plan, the admin contacts the customer another way and notes it in the conversation.
- At the weekly review, the team checks the channel connection.
Practical exercise · planning
Write a one-page exception plan
- List the four exceptions above.
- For each, write who notices it, where they see it and the next step.
- Add who covers approvals when the usual approver is away.
This is a planning exercise; Anchor has no separate exception-rules setting.
Recap
- Only owners and admins approve; plan cover for absences.
- Changed suggestions, failed deliveries, hand-offs and missing data are the exceptions to plan for.
- Write who notices each one and what they do.
Knowledge check
Three questions. Choose an answer, check it and read the explanation; you can try again as often as you like.
Your answers are not saved or sent anywhere.
Further reading
Finish this lesson
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