Customer communication approval

When this process is used

When marketing campaigns require review before distribution. When customer notifications involve regulatory or legal considerations. When brand guidelines must be enforced across communications. Ideal for financial services, healthcare, regulated industries, and any organization with brand or compliance requirements.

Roles involved

Content creators develop communications and submit for review. Brand or marketing reviewers check messaging and creative alignment. Compliance or legal reviewers evaluate regulatory requirements. Final approvers authorize distribution. Operations teams schedule and execute approved communications.

Outcomes to expect

Consistent brand messaging across all customer touchpoints Regulatory compliance with required disclosures and appropriate language Faster campaign launches through streamlined review and approval paths Protected brand reputation by catching issues before customer exposure

Step by step process

Your version of this process may vary based on roles, systems, data, and approval paths. Moxo's flow builder can be configured with AI agents, conditional branching, dynamic data references, and sophisticated logic to match how your organization runs this workflow. The steps below illustrate one example.

Communication submission

The process begins when a communication is submitted for approval, including the content, target audience, distribution channel, and planned timing. AI agents may perform initial checks for compliance keywords, brand guideline violations, or missing required elements.

Brand and creative review

Brand or marketing reviewers evaluate the communication for messaging consistency, creative alignment, and strategic fit. They may approve, suggest edits, or return for revision with specific feedback.

Compliance and legal review

For communications requiring regulatory review, compliance or legal teams evaluate required disclosures, restricted language, and regulatory requirements. They approve compliant communications or specify required changes.

Final approval

Once all reviews are complete, a final approver authorizes the communication for distribution. If the communication has high visibility or sensitivity, additional executive review may be required before authorization.

Distribution authorization

Approved communications are released for distribution according to the planned schedule and channels. The complete approval record, including all versions and reviewer comments, is preserved for audit purposes.

Inputs + systems

This process relies on communication drafts, creative assets, audience lists, and distribution parameters. Triggers include campaign submissions, scheduled communication requests, or ad-hoc notification needs. Integration with marketing automation platforms like Marketo or HubSpot, content management systems, and compliance tools supports efficient review.

Key decision points

Key decision points include determining whether the communication meets brand standards, whether it satisfies compliance requirements, and whether timing and audience targeting are appropriate.

Common failure points

Communications sent without required approvals due to time pressure. Compliance issues discovered after distribution requiring retractions. Inconsistent review criteria applied across similar communications. Approval bottlenecks causing missed campaign windows.

How Moxo supports this workflow

Orchestrates multi-stage review across brand, compliance, and executive approvers

AI agents check for compliance keywords and brand guideline violations

Tracks all versions and reviewer feedback for audit and improvement

Coordinates timing and distribution authorization once all approvals are complete