When somebody asks for a quarantined message to be released, the request waits for you rather than acting. It sits on the Quarantine Release page with a status of Pending.

Approving releases the message to the recipient. Declining requires a reason.

Either way the requester is told in their own Avvi conversation, which is how they find out rather than by email.

Before you begin

You need an Avvi global administrator or master administrator role, which is granted inside Avvi and is not the same as being a Global Administrator in Microsoft. An ordinary MSP administrator can open the page and is refused on the first action, so check before promising a client a quick turnaround.

Know why the message was held. A message caught as spam and a message caught as phishing deserve different answers.

Have a reason ready if you expect to decline. It is required, and the requester sees that you declined.

Approve or decline

1. Open Quarantine Release from Settings. The list of requests appears.
2. Filter by Pending. The list narrows to requests still waiting on a decision.
3. Select the requests you want to act on. Several can be handled together.
4. Select Approve, then add notes if useful and confirm with Approve & Release. To refuse instead, select Decline and give a reason in the dialog that opens.

The status changes to Approved or Declined on that row, and a message appears in the requester’s conversation.

Good to know

Notes on an approval are optional. A reason on a decline is required, which is deliberate: the person is told, and a decline with no explanation generates a second request.

Handling several at once is supported, and the confirmation says how many are affected before you commit.

Verify it worked

Filter by Approved or Declined and confirm the requests you acted on are there.

Ask the requester to check whether the message arrived, for anything you released.

If something doesn’t look right

If a control is greyed out, your account is not allowed to change it. The setting is not broken and nothing is missing from the page.

If a setting is absent rather than greyed, the feature is switched off for your whole organisation rather than for you.

If the control works and saving fails, Avvi replies “Master admin access required”. That is the same permission problem, reported when you save rather than before.

If some of a batch did not complete, Avvi reports which ones. Handle those individually rather than repeating the batch.

If a released message has not arrived after a few minutes, check the delivery history for it before releasing it again.

If a request is not listed, check the client filter and the status filter. Anything already handled is no longer Pending.

If you are refused when acting on a request, that is the access requirement rather than a fault. Ask a global or master administrator to handle it.

If a release fails repeatedly, open a support conversation from the Help drawer with the client and the request.

FAQ

Q: The setting is greyed out and I cannot change it.

A: Your account is not allowed to change that setting. Ask an administrator with full access to change it for you, or to add your group to the permission.

Q: Who do I ask to get access?

A: Any administrator with full access in Avvi. Tell them which setting you were trying to reach and what you needed to change.

Q: Does the requester know what I decided?

A: A message goes to their Avvi conversation on approval and on decline. It is not an email, so somebody who does not reopen Avvi may not see it.

Q: Why is a reason required to decline?

A: So the person knows what happened. A decline without one produces another request.

Q: Can I handle several at once?

A: Yes. Select them and act on the group.