February 4, 2022

Introducing Workflows

Agents can now use workflows to suggest, automate or enforce certain activities during a contact. Workflows replace queue settings.

There are four main areas 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.
  • 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).