Use workflows to suggest, automate, and enforce activities during a customer interaction. Each workspace has a default workflow. You can create a custom workflow to override the default workflow settings.
Note: You must be an admin to access workflows.
To access workflows
- In Contact Center, click the settings (
) icon, then click the Workflows tab.
The workflow has the following settings:
-
Auto-accept: Automatically accepts incoming contacts when you have no active
chats or calls. The default settings are:
- Voice calls: Revert to user-level setting in Connect
- Webchat and social channels: Never
- Tasks: Never
- Profile creation: Automatically creates a new profile when no existing match is found. You can give agents a chance to review contact attributes before creation or allow agents to fill in details. The default setting is Prompt agents to review before creating new profiles.
- Automatic messages: Sends or suggests messages for new conversations or extended idle periods. This setting is off by default.
- Interface extensions: Determines which utilities to display to agents and where on the desktop they should appear, either main panel or the side panel.
-
After contact work: Actions agents need to take before closing a contact.
These workflows are applied to all channels (chat, calls, and tasks). The default
settings are:
- Internal notes: Optional
- Resolution codes: Optional
- Ignore workflow for specific cases: Off