Use Workflows to suggest, automate and enforce certain activities during a customer interaction.
How to access Workflows
To access workflows you need administrator access. Click on the cogs icon on the left-hand side of the screen to open Administrator Settings and 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 Engage 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).
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 |
Custom Workflow
You can create a custom workflow to override the default settings.