Gena Will

I prefer adding a step: go back to the previous step.

What if there are 100 steps in a workflow, a customer is already in step 99, but accidently selects the wrong option in step 99, they have to start over, that's quite frustrated, so 'Go back to previous step' is neccesary!

Currently, I am using this function: Answer bot -  transfer to agents, however, I can't find every agent's workload in the report.

There is no updater/agent can be added to the metric in Messaging channel, I don't want to add assignee though because I don't think this can give me the exact data to measure how many tickets each agent replies because this agent might not reply to the tickets but being assigned only. I hope you can add a Updater/Agent in the metric field for Messaging channel so that I can inspect every agent's real workload.