Escalation flows & approvals
Decide what happens when a request stalls — and keep a person in control of everything that’s sent.
Escalation flows
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.
How a flow advances
A flow attached to a request advances through its steps over time. When a step would send a letter, that letter doesn’t go out automatically — it’s placed in the approval queue for a person to review first.
The decision approval queue
Proposed actions — including anything a flow or an AI assistant drafts — collect in the approval queue. A reviewer approves or rejects each one.
No letter leaves PRA Center without a human approving it. This maker-checker step always applies.
Recovering a stalled flow
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.
PRA Center provides software assistance, not legal advice.