This article is a FAQ for the Workbox, for Workflow, please see Workflow Frequently Asked Questions (FAQ)
What is the Workbox? #
The Workbox is a centralized area within the application where users can view, manage, and act on items that require their attention. It brings together approvals, reviews, and other tasks into one place so users can stay organized and on track.
Who can access the Workbox? #
Access to the Workbox is available to users who are assigned specific roles within a workflow or approval process. Only items relevant to a user’s responsibilities are shown. For more information, see Internal User Roles & Responsibilities
What types of items appear in the Workbox? #
The Workbox displays work items that are in progress and awaiting review, approval, or action. This can include Data Objects, client materials, or other items that need to be approved.
Can I see the approval steps for an item in the Workbox? #
Only users within the Workflow may see the approval steps. Users can see who is responsible for each step and the current status, such as Pending, Approved, or Rejected.
Can I download or export items from the Workbox? #
No. Items in the Workbox are only available within the application. This ensures approval details remain secure and accessible only to the appropriate participants.
Can I view steps that are not assigned to me? #
Yes. All users in a workflow can see the full sequence of approval steps, even if they are not directly responsible for a particular stage. This helps everyone understand where the item stands in the process.
Why does an older item show as Pending even though it was approved? #
Work items that were approved or rejected prior to August 31, 2025 may display some steps as Pending. This is a known limitation and does not affect the actual outcome of those approvals.
Why don’t I always see event data in real time in the Workbox? #
The system tracks a wide range of life events, such as changes to content, workflow approvals, client portal logins, and engagement data. Because these events are generated in very large volumes, they are processed in a way that protects application performance. This means you may notice a short delay before the latest event data appears. The delay is intentional, as showing everything instantly would create unnecessary strain on the system and could slow down the application. This approach ensures that users experience a smooth and responsive application while still having access to data when needed.