Build workflows that handle sensitive actions such as refunds, credits and cancellations with evidence collection and team approval. These nodes are in the Workflow builder palette under Governed actions.

Collect Evidence

Use Collect Evidence to ask a visitor for photos or documents. Set the request text, the allowed file types (for example image/* or application/pdf), the minimum and maximum number of files, and how many times to ask again. Only files that pass the safety scan count. Choose a Save result as name so later steps can check whether evidence was received. Connect both exits: Evidence received and No evidence. If No evidence is not connected, the workflow stops with an error.

Governed Action

Use Governed Action to run a refund, credit or cancellation under your account policy. Pick the action, then fill in the request. Insert workflow variables with double angle brackets. Take the amount and order from order details saved earlier in the workflow rather than from text the visitor types. The node has four exits: Success, Denied, Needs approval and Error. Connect each one so every outcome has a clear next step.

Request Approval

Use Request Approval when an action needs a team member to decide. Write a short summary for the approver (required) and set how many hours the request stays open. The node has four exits: Approved, Denied, Expired and Error. A typical flow is Collect Evidence, then Governed Action, then Request Approval on the Needs approval exit, then a second Governed Action on Approved.

Tips

Always connect every exit. Test the workflow in a test conversation before turning it on. Team members can set these nodes up with the workflow tools in the Velaro CLI and Moshky as well as the builder.