# Approve customer email before it runs

Source: https://docs.stacksona.com/playbooks/customer-email-approval
Markdown: https://docs.stacksona.com/playbooks/customer-email-approval.md

Use this pattern when an agent is about to send a customer-facing email, reply, or outbound message that a person should review first.

Workflow Playbook


Use this pattern when an agent is about to send a customer-facing email, reply, or outbound message that a person should review first.


## When to use this


Use this pattern when an agent is about to send a customer-facing email, reply, or outbound message that a person should review first.


## Where Stacksona fits


Place Stacksona after the agent drafts the message and before the email send step.


## What the reviewer should see

- recipient
- subject
- draft body
- customer or account
- ticket or conversation context
- reason the agent wants to send
- risk or review reason
- any policy threshold or escalation reason


## Minimum fields to send

- agent_id
- workflow_id
- tool_name: send_email
- action_type: customer_email
- recipient
- subject
- body_preview or draft_body
- customer_id or account_id
- reason
- reviewer_group, if known
- callback_url, if using async review


## Example request


```
{ "agent_id": "support-agent-01", "workflow_id": "ticket-reply-flow", "tool_name": "send_email", "action_type": "customer_email", "recipient": "customer@example.com", "subject": "Update on your support request", "draft_body": "Hi Jordan, we reviewed your ticket and can replace the item today.", "customer_id": "cus_1042", "reason": "Agent drafted a customer-facing reply for a shipping issue.", "reviewer_group": "support-leads", "callback_url": "https://app.example.com/stacksona/callback" }
```


## How to branch after the decision


| Status | Behavior |
| --- | --- |
| allowed or approved | Send the email. |
| pending_review | Pause, poll, or wait for callback. |
| rejected | Do not send. |
| expired or error | Do not send by default. |


## What to log after execution

- decision_id
- message_id or provider id
- sent_at
- final recipient
- final subject
- execution_status


## Common mistakes

- sending before the decision is approved
- showing reviewers only a summary without the actual draft
- not logging the final send result
- retrying a send after rejection


## Related integrations
[n8n](/integrations/n8n/index.html)[Node and TypeScript](/integrations/node-typescript/index.html)[Custom REST](/integrations/custom-rest/index.html)[LangGraph](/integrations/langgraph/index.html)[MCP Clients](/integrations/mcp/index.html)[Patterns](/patterns/index.html)[Decision Statuses](/reference/decision-statuses/index.html)