Workflow

Workflows let you custom-build scenarios, like Legos, for different customers and situations. They automate your chats from start to finish, helping you manage the whole customer journey in one place.

• See your entire structure on one screen and simply drag-and-drop to create flows.

• You can set up a single workflow for all the actions you need to take on a chat inquiry, such as messaging, assigning a agent, or closing the chat.

To get you started, we'll introduce the various components of a Workflow, but for a more detailed setup, check out our "Workflow Settings" guide.

A trigger is a condition required for a Workflow to start. You can set up a Workflow to act in a situation you want.

• Example triggers:

  • Start a Workflow when a chat is first opened

  • Start a Workflow when a agent closes a chat

You can find more trigger types and use cases in our triggers guide. (→ Learn more about Workflow triggers)

Once you've set your triggers, you can use filtering to set more granular conditions.

• Filtering examples:

  • Workflows only visible to VIP customers: filter VIPs using customer information or customer tags

  • Tagging customers when they send messages that say "exchange": filter for messages that contains the word "exchange"

  • Workflows that are only visible to English-speaking customers: filter for the customer's browser or device language to "English"

A step is a block of multiple actions. You can set it up like a chatbot with a message to send to the customer, or decide what tags to attach and which team to assign a particular chat to.

Actions are what happens in your Workflow. If the filtering conditions you set are met, then the action is triggered.

• Types of actions:

  • Content actions that are visible to the customer, such as messages, input forms, etc.

  • Step actions that take the user to another step in the workflow

  • Background actions that help you manage your team, such as setting up teams, assigning reps, and setting up tags.

You can learn more about actions in our actions guide. (→ Learn more about Workflow actions)

Here are some terms to help you get familiarized with Workflow.

Modular workflows are versatile workflows you create without triggers, allowing you to recall and use them in other workflows or any situation during a chat. (→ Learn how to create a modular workflow)

- If you have tasks that require repetitive guidance, consider creating them as modular workflows and linking them to other workflows.

- Modifications to a modular workflow are easy to implement, as changes are automatically reflected in all connected workflows.

- You can invoke modular workflows directly instead of macros when similar questions arise during a consultation, enabling you to address more complex cases than you could with macros. (→ See our macros guide)

- Example:

- If you want to conduct a customer satisfaction survey at the end of every chat, create a modular workflow and call it from the relevant workflow.

- Alternatively, an agent can manually send a chat satisfaction survey workflow after a chat ends.

Depending on the nature of the workflow, some workflows can and cannot work together when other workflows are running. For more information on how this works, see the Workflow Guide. (→ Learn more about Workflow behaviours)

Exclusive Workflows

This is a workflow that only works in isolation, meaning that other workflows will not be triggered when it is in action.

• If it contains a customer-visible content action or response button, it automatically qualifies as a single action. (→ What is a content action?)

• If you have a single-action workflow in progress, it will not be triggered even if the trigger condition of another workflow is met.

Non-exclusive Workflows

Workflows of this type always act when their trigger conditions are met, regardless of the nature of the other workflows.