Chat Workflow Overview: Automate Actions for Efficient Customer Support

Workflows in the chat module allow you to automate various actions based on specific events, improving efficiency and ensuring smoother customer interactions. Each workflow consists of multiple blocks, which perform specific tasks, and can be triggered based on different events.

Workflow Triggers

Workflows can be initiated by the following triggers:

• Conversation Created – Triggered when a new conversation starts.
• Conversation Field Updated – Activated when a specific conversation field is updated.
• Conversation Status Changed – Triggered when a conversation status (e.g., open, resolved) changes.
• Conversation Assignee Updated – Runs when a conversation is assigned to a different agent.
• Transferred From AI to Agent – Activated when an AI-assisted conversation is transferred to a human agent.
• Reusable Workflow – These workflows can only be triggered from another workflow.

Understanding Workflow Blocks

Workflow blocks are grouped into categories in the context menu. Each block performs a specific function within a workflow.

User Inputs

These blocks collect information from the customer:

• Get Customer Details
• Button Options
  • Get Choice via Buttons
  • Get Choice via Yes/No
• Drop-down Selection
  • Get Choice via Drop-down
  • Get Choices via Multi-Select
• Input Fields
  • Get Date Value
  • Get Date & Time Value
  • Get Numeric Value
  • Get Decimal Value
  • Get Value Matching the Pattern
  • Get Short Text Input
  • Get Detailed Text Input

Actions

These blocks define actions the workflow performs:

• Send Message
• Set Conversation Field
• Trigger Webhook
• Trigger Auto-Assignment
• Toggle Customer Input

Branching

These blocks allow conditional execution:

• Branch via Conditions
• Branch via Buttons

Exit

These blocks define workflow termination behavior:

• End & Start Another Workflow
• End & Transfer to AI
• End Current Workflow

Creating & Managing Workflows

1. Navigate to Workflows

Go to Admin → Chat → Workflows.
This section allows you to create automation rules for managing live chat conversations.

2. Create a New Workflow

Click Create New Workflow under the Conversation Created trigger.

• Enter a workflow name (e.g., “Auto-Assign Chats”).
• Select the brand and chat source, then confirm.
  • The selected brand determines which brand’s conversations this workflow will apply to.
  • The chat source specifies whether this workflow should apply to conversations from live chat, WhatsApp, SMS, or other channels.
• Once confirmed, a draft workflow will be created.
• After creating the workflow, the Workflow Designer screen opens.
• Click the Edit button to modify the workflow settings.

3. Complete and Activate the Workflow

• After configuring the required blocks, add one of the Exit Workflow blocks.
  • This ensures the workflow executes properly and completes automation properly.
• Click the Activate button at the top of the screen.
• The workflow is now live, and new conversations will be assigned automatically based on your settings.

Best Practices

• Use Reusable Workflows for common tasks to maintain efficiency.
• Ensure logical Branching conditions to avoid workflow loops.
• Keep workflows organized and labeled for easy management.

By leveraging workflows, you can enhance customer experience and automate key processes in your helpdesk chat module. 🚀