Use workflows to suggest, automate, and enforce activities during a customer interaction.
Before you start, review this video to learn more about workflows:
Zendesk for Contact Center - Workflows [3:54]
This article contains the following topics:
Understanding the default workflow
Each workspace has a default workflow. When you first start using workflows, the following default settings apply:
| Section | Default settings |
| Auto-accept |
Voice calls - Revert to user-level setting in Connect Webchat and social channels - Never Tasks - Never |
| Profile creation | Prompt agents to review before creating new profiles |
| Automatic messages | These messages are off by default |
| After Contact Work |
Internal notes - Optional Resolution codes - Optional Ignore workflow for specific cases - Off |
Understanding custom workflows
You can create a custom workflow to override the default workflow settings.
Accessing workflows
To access workflows you need administrator access.
To access workflows
- Click the cog icon on the left-hand side of the screen to open administrator settings, then select the Workflows tab.
There are five key aspects that you can manage with a workflow:
- Auto-accept: Incoming contacts can automatically be accepted when you have no active chats or calls.
- Profile creation: When no existing match is found you can choose to automatically create a new profile, give agents a chance to review contact attributes before creation, or allow agents to fill in details.
- Automatic messages: Send or suggest messages for new conversations or extended idle periods.
- Interface extensions: Decide which utilities to display to the agent and where on the contact center desktop they should appear. Choose between the Main panel or the Side panel.
- After contact work: Choose the actions agents need to take before closing a contact. These workflows will be applied to all channels (chat, calls, and tasks).