Escalation flows & approvals

A flow is a sequence of steps that moves a request forward — for example, a follow-up after no response, or an escalation. Build and edit flows in the visual flow builder under Settings, then attach one to a request.

A flow attached to a request advances through its steps over time. When a step would send a letter, that letter is placed in the approval queue for a person to review first — that is how every workspace starts, and it stays that way until an admin changes it in Settings.

Proposed actions — including anything a flow or an AI assistant drafts — collect in the approval queue. A reviewer approves or rejects each one.

Every workspace starts with the approval step applying to everything: no letter leaves PRA Center until a person approves it. A workspace admin can let specific escalation-flow steps send on their own by naming a standing authorizer under Settings → Automatic sending — that person is recorded as the approver on anything those steps send, and clearing the setting turns it off again for the whole workspace. Anything an AI assistant drafts waits for a person either way.

Even where a workspace has turned that on, PRA Center refuses to send a letter on its own if the letter has an unfilled field, isn’t a complete template, or goes to an agency you file with by portal or by mail. Those go to the approval queue like everything else.

If a flow hits an error or runs out of steps, the request shows a recovery panel so you can skip the blocking step or close the flow — and contact support if you need a hand.