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Understanding Communication Manager
The approval queue for company-wide messages: the four stages a message moves through, what Approve and Deny actually do, and why a send cannot be stopped once it has begun.
Updated August 19, 2026
Where to Find It: click Admin Tools in the left sidebar to open the search window, then Communication Manager in the Communication & Resources column. The page is one long list split into four collapsible sections.
Who can use it: administrators with the Website Settings capability, and Primary Admins. Everything in the Communication & Resources column sits behind that one capability. See What Each Admin Capability Unlocks.
What It Is For
Every company-wide message an agent or admin composes lands here first and waits for somebody to approve it. Nothing reaches your agents until it does. This is the screen where that decision is made and where you watch what happened afterwards.
Warning: Approval is not optional and cannot be switched off. There is no setting anywhere that lets messages skip this queue, so if a message has not been approved, it has not gone out.
The Four Sections
- Pending Approval: waiting on you. This is the only section with Approve and Deny.
- Approved, Waiting to Be Sent: approved and queued, not yet delivered.
- Approved, Sent Successfully: gone out, with per-recipient results.
- Denied and Rejected: turned down.
What You Can Do to a Message
- Preview opens it as the recipients will see it, without leaving the page.
- Edit opens it for changes before you approve.
- Approve releases it to be sent.
- Deny moves it to Denied and Rejected.
Note: Deny does not ask you for a reason. There is no reason box, so if the sender needs to know why, tell them yourself. It is worth doing, because nothing in the message tells them.
Cancelling a Send
A message sitting in Approved, Waiting to Be Sent has a Cancel button, and using it puts the message back into Pending Approval rather than deleting it. You can then edit it and approve it again.
Warning: Cancel disappears the moment the first recipient is processed, and there is no way to stop a send once it has started. Cancel is a way to catch a mistake in the gap between approving and sending, not an emergency brake. Check the message before you approve it, not after.
What Happened to Each Recipient
A sent message shows a result per recipient, so "did they get it" has an answer without leaving this screen.
- Email: Sent, Delivered, Opened, Clicked, Bounced.
- Text: Sent, Delivered, Opened, Failed, Skipped.
Note: Opened is softer evidence than Delivered. Mail scanners and some apps trigger it on their own, so treat Delivered as the fact and Opened as a hint.
Tip: Skipped on a text is usually a person rather than a fault: no mobile number, not opted in, or they have texted STOP. It is not a delivery failure and resending will not help.
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