Workflows

Workflows

Learn how to access workflows and effectively manage key aspects of your system.

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.