How to Approve or Deny an Opportunity Request

Naming note: the action shown in the UI as "Deny Opportunity" is controlled by a right named Delete Opportunities in Roles — not "Deny." If you're setting up roles, look for that name.

Review, approve, deny, or close a colleague's request to reserve a lead — and understand what does (and doesn't) happen once you approve one.

Before you start

• View Opportunities — to see the list at all.
• Edit Opportunities — to approve, edit, close a reservation, or review an extension request.
• Delete Opportunities — to deny a request.

Any role can be granted these rights individually — there's no fixed "manager" requirement.

Steps

1. From the Leads action bar, click Opportunities to open Reserved Opportunities.
2. Use the Reserved, Expired, Denied, and Closed tabs to find the request — a new request shows under Reserved with a Pending status chip.
3. To approve: click the gavel icon (Approve reservation). In the dialog:
   • Review the agent's justification ("The agent's case").
   • Adjust the reservation length if you want something other than what was requested.
   • Optionally reassign who's holding the opportunity, in Agent holding this opportunity.
   • Review or adjust the Overall commission on the sale and the Share the commission colleague splits.
   • Add Your note — the requesting agent sees this.
   • Click Approve reservation.
4. To deny: click the block icon (Deny Opportunity). Enter a Reason (the agent sees this), then click Deny Opportunity to confirm.
5. To review a pending extension request on an already-reserved opportunity: click the clock icon (Review extension request), then Grant extension or Decline extension.
6. To close a reserved opportunity once it's done: click the flag icon (Mark as closed) — this applies immediately, no confirmation dialog.
7. Click the history icon on any row (View history) to see its full timeline of requests, approvals, denials, extensions, and commission changes.

What you'll see

• Approved reservations move to Reserved status and are locked in for the agreed window; the record of overall commission and colleague splits becomes what was agreed, but no payout happens automatically — issuing an actual commission is a separate, manual step performed elsewhere.
• Denied requests move to the Denied tab with your reason attached — the record isn't deleted, despite the right controlling it being named "Delete Opportunities."
• Expired reservations happen on their own the moment the window closes — no action needed from you.