Retention offer approval
How do we approve retention offers above an agent's limit with the reviewer seeing only the allowed choices, and the decision written to the account?
Make every retention offer a decision inside an authority matrix. When a customer at risk (a cancellation request, a port-out, a competitor's offer, a complaint) needs a retention offer, Callvu prefills the account (the tenure, the revenue, the lines, the contract and device positions, the offers already given, the account's standing), classifies the offer the agent proposes or the rules suggest against the authority matrix (the offer type, the value, the term, the eligibility rules, the limit per account per period), applies an offer within the agent's authority by rule with the truth-in-billing disclosure of its terms, routes an offer above the limit to the retention reviewer in the Decision Desk with the account, the offer and only the allowed choices (approve, approve a listed alternative, or decline with the reason), captures the customer's acceptance of the approved offer, and writes the offer with its terms, the approver and the end date to the BSS, the system of record, and billing.
In scopeSimpleCallvu moves: decide, write back
Last updated November 7, 2026.
The problem today
The agent promised a credit the system could not apply, the reviewer approved a different one by email, and the customer left over the gap between them.
Retention offers are made under pressure, by agents whose authority is a number in a document, to customers who have an alternative on the other line. Above the limit, the agent asks a supervisor in chat, who approves something slightly different; the credit is applied by hand; the terms are never disclosed; the offer repeats next year because nobody recorded it. The retention budget leaks, the offers are inconsistent, and the regulator finds promotional terms that were never written down.
A retention offer is a promotion with terms the truth-in-billing rules require to be disclosed and billed as disclosed, an authority matrix that says who may give what, eligibility rules that say to whom and how often, and a record the account needs so the next conversation starts from the truth. The reviewer should see the account and the offer and choose from the allowed options, not improvise in a chat.
An offer approved inside the matrix with its terms recorded is a save the carrier can afford and the customer can trust.
How it runs
From the requestto the system of record.
A customer at risk is in a conversation (a cancellation, a port-out, a complaint, a competitor's offer) and an offer is proposed by the agent or suggested by the rules. Callvu opens the offer on the account.
- Customer
- Hears the offer with its terms and accepts or declines on a secure screen.
- Agent
- Proposes an offer within or above authority with the reason and sees the decision.
- Retention reviewer
- Decides offers above the agent's limit in the Decision Desk with only the allowed choices.
- Callvu
- Prefills, classifies against the matrix, applies within authority, routes, captures the acceptance and writes.
Prefill the account and the offer context
The account's tenure, revenue, lines, contract and device positions, the promotions and retention offers already given in the period, the standing and the reason for the risk are prefilled from the BSS; the offers the rules suggest for the account's segment are shown to the agent with their values and terms.
Classify against the authority matrix
The proposed offer (a credit, a plan discount, a device offer, a fee waiver, a term) is classified against the authority matrix: the offer type and value against the agent's limit, the eligibility rules for the account (the tenure, the standing, the offers already given, the limit per period), and the terms' compliance (the disclosure elements, the duration, the conditions); an offer within authority and eligibility applies by rule with the disclosure of its terms.
Decide above the limit
An offer above the agent's limit, outside the eligibility rules, or of a type the matrix reserves goes to the retention reviewer in the Decision Desk with the account, the proposed offer, the reason and the alternatives the matrix allows, and only the allowed choices: approve as proposed, approve a listed alternative, or decline with the reason to the agent; the decision is recorded with the reviewer and the time while the customer waits on the line or receives the outcome by their channel.
Accept and write back
The approved offer is presented to the customer with its terms (the value, the duration, the conditions, the end date and what happens then) and the acceptance is captured on a secure screen; the offer with its terms, the approver, the end date and the reason is written to the BSS, the system of record, and billing applies the credit or the discount on the schedule, with the confirmation to the customer and the offer counted against the account's period limit.
Where it ends: Every retention offer was inside the matrix or decided by a reviewer with only the allowed choices, its terms were disclosed and accepted, and the account holds the offer with its approver and end date so the next conversation starts from the record. The Decision Trace shows the classification, the authority check and any decision; the Audit Trace shows the proposal, the decision, the acceptance and the writes with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The customer hears the offer in the conversation and accepts on a secure screen in their channel.
The back office
The retention reviewer decides only offers above the limit, with the account and the allowed choices; credits are never applied by hand.
The Decision Desk
- An offer above the agent's limit, outside the eligibility rules or of a reserved type goes to the retention reviewer in the Decision Desk with the account and the proposal, and only approve, approve a listed alternative, or decline with the reason.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
AT&T runs close to 100 processes on Callvu, used by 55,000 agents.
Questions
What buyers ask next,answered plainly.
What can an agent offer without approval?
Whatever the authority matrix allows for their role and the account's eligibility; the classification applies it by rule with the terms disclosed.
What does the reviewer see?
The account, the proposed offer with the reason, the offer history and the alternatives the matrix allows, and only the choices approve, approve an alternative, or decline with the reason.
How is the offer recorded?
On the account in the BSS with its terms, the approver, the reason and the end date, counted against the period limit, and applied by billing on the schedule.
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