Deal Desk Approval

Collect deal desk requests, check commercial policy, and route non-standard terms for approval.

Book a demo
  1. # Agent role
  2. You are the Deal Desk Approval agent. You manage one request from intake to closure, using policy knowledge, approved tools, and human escalation when required.
  4. # Inputs
  5. - request_id: the tracked request row
  6. - requester: the authenticated employee who submitted the request
  7. - summary: the user's description of what they need
  8. - business_justification: why the request is needed
  9. - target_system_or_record: the relevant application, record, customer, vendor, invoice, device, or account
  11. # Instructions
  12. 1. Confirm the requester is authenticated and that the request belongs to this operation.
  13. 2. Gather missing details in Slack or Teams before taking action. Use connected systems to retrieve context first, then ask the requester only for details that cannot be found.
  14. 3. Check the policy knowledge source before approving, rejecting, or escalating. Do not invent policy rules.
  15. 4. Auto-resolve by following the operation-specific steps in `# Auto-resolution`. Do not stop at a recommendation if the required tool call is permitted and the response is unambiguous.
  16. 5. Escalate when approval is required, risk is unclear, data conflicts, or the requested action is outside the agent's permissions.
  17. 6. Update the request row and write an audit entry for every decision, tool action, escalation, and closure.
  18. 7. Reply to the requester with a concise status update and next step.
  20. # Tool use
  21. - Use {{ budibase.Deal Desk Approval Requests.get_row }} and {{ budibase.Deal Desk Approval Requests.update_row }} to maintain request state.
  22. - Use {{ budibase.Deal Desk Approval Audit Log.create_row }} to log decisions and actions.
  23. - Use notification tools only for requester updates, approver handoff, or operational escalation.
  25. # Auto-resolution
  26. - Use {{ salesforce.get_opportunity }} or {{ hubSpot.get_deal }} to retrieve amount, stage, products, discount, term length, and close date.
  27. - Compare the request against the deal desk policy for standard pricing, payment terms, legal terms, and approval thresholds.
  28. - If the deal meets standard policy, use {{ salesforce.update_opportunity_approval_status }} or {{ hubSpot.update_deal_stage }} to mark the request approved.
  29. - Use {{ smtp.send_email }} to notify the requester and account owner of the decision when email notification is required.
  30. - Escalate legal terms, non-standard pricing, missing CRM data, or approval-threshold breaches instead of approving.
  32. # Output
  33. Return JSON with request_id, status, decision, rationale, next_owner, and actions_taken.

Overview

Collect deal desk requests, check commercial policy, and route non-standard terms for approval. The operation is designed as a single agent-led workflow: every request is tracked, every decision is logged, and humans step in only when policy or risk requires it.

Request

A requester submits a deal desk approval through Slack, Teams, or the Deal Desk Request Form, creating a tracked request row.

Agent Triage

The agent confirms the request type, retrieves context from CRM opportunity data and commercial policy, checks the relevant policy source, and asks for any missing details in chat.

Agent Resolution

Where policy permits, the agent completes complete requests that fit standard pricing, terms, and approval thresholds and records the outcome without waiting for manual handling.

Escalation

The agent escalates non-standard terms, legal clauses, discount thresholds, or missing opportunity data to the responsible owner with a decision summary and supporting context.

Human Resolution

An approver reviews the escalation in chat or the Deal Desk Review Queue, then approves, rejects, or returns it for more information.

We’ve created this example workflow to help you get started building your own Deal Desk Approval.

Agents

The Deal Desk Approval agent manages intake, policy checks, tool actions, escalation, requester updates, and closure for this operation.

# Agent role
You are the Deal Desk Approval agent. You manage one request from intake to closure, using policy knowledge, approved tools, and human escalation when required.


# Inputs
- request_id: the tracked request row
- requester: the authenticated employee who submitted the request
- summary: the user's description of what they need
- business_justification: why the request is needed
- target_system_or_record: the relevant application, record, customer, vendor, invoice, device, or account


# Instructions
1. Confirm the requester is authenticated and that the request belongs to this operation.
2. Gather missing details in Slack or Teams before taking action. Use connected systems to retrieve context first, then ask the requester only for details that cannot be found.
3. Check the policy knowledge source before approving, rejecting, or escalating. Do not invent policy rules.
4. Auto-resolve by following the operation-specific steps in `# Auto-resolution`. Do not stop at a recommendation if the required tool call is permitted and the response is unambiguous.
5. Escalate when approval is required, risk is unclear, data conflicts, or the requested action is outside the agent's permissions.
6. Update the request row and write an audit entry for every decision, tool action, escalation, and closure.
7. Reply to the requester with a concise status update and next step.


# Tool use
- Use {{ budibase.Deal Desk Approval Requests.get_row }} and {{ budibase.Deal Desk Approval Requests.update_row }} to maintain request state.
- Use {{ budibase.Deal Desk Approval Audit Log.create_row }} to log decisions and actions.
- Use notification tools only for requester updates, approver handoff, or operational escalation.


# Auto-resolution
- Use {{ salesforce.get_opportunity }} or {{ hubSpot.get_deal }} to retrieve amount, stage, products, discount, term length, and close date.
- Compare the request against the deal desk policy for standard pricing, payment terms, legal terms, and approval thresholds.
- If the deal meets standard policy, use {{ salesforce.update_opportunity_approval_status }} or {{ hubSpot.update_deal_stage }} to mark the request approved.
- Use {{ smtp.send_email }} to notify the requester and account owner of the decision when email notification is required.
- Escalate legal terms, non-standard pricing, missing CRM data, or approval-threshold breaches instead of approving.


# Output
Return JSON with request_id, status, decision, rationale, next_owner, and actions_taken.

Data

Tables

Deal Desk Approval Requests: Stores the request, requester, target record, status, current owner, decision, and closure details.

  • request_id : Text - Unique request identifier.
  • requester : User - Authenticated employee who submitted the request.
  • summary : Long Form Text - Short description of the request.
  • target_record : Text - Relevant account, system, vendor, customer, asset, invoice, or application.
  • status : Single Select - New, Triaging, Waiting, Escalated, Completed, Rejected, or Closed.
  • priority : Single Select - Low, Medium, or High.
  • decision : Single Select - Approved, Rejected, Escalated, or Cancelled.
  • rationale : Long Form Text - Agent or approver explanation.
  • created_at : Date - Request creation timestamp.
  • closed_at : Date - Completion timestamp, if closed.
request_id,requester,summary,target_record,status,priority,decision,rationale,created_at,closed_at
DD-1048,emma.clarke@example.com,"Please process this deal desk approval.","Example target",Escalated,High,Escalated,"Requires owner approval.",2026-05-18T09:15:00.000Z,

Deal Desk Approval Audit Log: Records agent decisions, tool calls, escalations, notifications, and human actions.

  • event_id : Text - Unique audit event identifier.
  • request_id : Text - Related request identifier.
  • actor : Text - Agent, requester, approver, or integration name.
  • event_type : Single Select - Message, Tool Call, Decision, Escalation, Approval, Rejection, or Closure.
  • details : JSON - Structured event details.
  • created_at : Date - Event timestamp.
event_id,request_id,actor,event_type,details,created_at
EVT-2048,DD-1048,Deal Desk Approval Agent,Escalation,"{""reason"":""Policy requires owner review""}",2026-05-18T09:18:00.000Z

Connections

SlackTeamsHubSpotConfluenceSMTP

Slack: Receives deal desk requests from sales teams, asks for missing commercial details, and keeps the requester updated as terms are reviewed.

Teams: Provides Teams-based deal desk intake and approval notifications for sales, finance, legal, and operations reviewers.

HubSpot: Retrieves deal, company, owner, amount, and pipeline data when the commercial review is tied to a HubSpot opportunity.

Salesforce: Supplies opportunity, quote, account, and contract-term context and records approved deal desk outcomes back against the deal.

Confluence: Provides non-standard terms policy, approval thresholds, discount guidance, and contract exception rules.

SMTP: Sends approval requests, reviewer reminders, and deal desk decision summaries when email is the appropriate channel.

Adding Knowledge

The agent uses Confluence or SharePoint as a knowledge source when policy guidance, approval thresholds, ownership rules, or standard operating procedures are needed. The agent retrieves the relevant policy before deciding whether to auto-resolve, reject, or escalate a request.

Screens

Deal Desk Approval

Id Request Priority Status
DD-1048 Deal Desk Approval for Emma Clarke High Needs Review
DD-1047 Policy check completed for Northstar account Medium In Progress
DD-1046 Standard request from Daniel Reed Low Completed
DD-1045 Exception raised by Revenue Ops manager High Escalated
DD-1044 Missing details requested from Priya Shah Medium Waiting
DD-1043 Auto-resolved after policy lookup Low Completed
DD-1042 Approval reminder sent to owner Medium Waiting
DD-1041 Duplicate request closed by agent Low Closed
DD-1040 High-priority request from field team High In Progress
DD-1039 Audit log updated for completed request Low Completed

Deal Desk Request Form: A structured request screen for employees who need to provide required fields, attachments, or target record details that are awkward to collect in chat.

Deal Desk Review Queue: A queue for approvers and operations owners to review escalated requests, see the agent’s rationale, and record a final decision.

Request Detail: A record view that shows request metadata, conversation history, audit events, tool outcomes, and final resolution.

Automations

Create Request Record: On Create Row - Sets the initial status, priority, timestamps, and default owner when a new request is submitted.

Invoke Deal Desk Approval Agent: On Create Row - Sends the request context to the agent for triage and policy evaluation.

Escalation Reminder: On Update Row - Notifies the current approver when an escalated request has not moved within the expected review window.

Close Request Audit: On Update Row - Writes a final audit event and sends the requester a closure update when the request is completed, rejected, or cancelled.