Automated workflows
Automated workflows allow you to streamline repetitive customer service processes that, while simple and quick individually, can accumulate to take up a significant amount of time each day.
To access automated workflows, go to Settings (gear icon) and select Automated workflows from the menu.
Adding a Workflow
To add an action, click Add Workflow.
In the action creation view, you need to set a condition, which determines when the action should occur, and the action itself that should be executed.
Available Conditions
Source - Choose if the action applies to messages from a specific channel.
New Ticket Creation - Select if the action should occur when any new ticket is created (either by a system employee or triggered by an incoming customer message).
Day of the Week - Select if the action should happen on specific days of the week.
Email - Select if the action should apply to messages from specific email addresses.
Subject Contains - Select if the action should apply to messages with a specific subject (or containing a specific phrase in the subject).
Customer Name Contains - Select if the action should apply to messages from specific senders (you can specify part of the sender’s name).
New Message Contains - Select if the action should trigger for messages containing specific phrases.
Time - Select if the action should happen at specific times.
Integrations - Choose if the action should apply to messages from a specific integration (e.g., if multiple accounts are integrated within one channel).
New Message - Select if the action should happen when any new message is received.
Action - Select if your automated action should respond to one of three actions: first customer message, every new customer message, or return creation.
Tag Assigned - Select if the action should trigger when a specific tag is added to a ticket.
Status Set - Select if the action should trigger when a specific status is set for a ticket.
Last Customer Response - Choose if the action should depend on when the last customer response was received.
Ticket Created - Choose if the action should depend on when the ticket was created.
Status Set - Select if the action should depend on the current ticket status.
Context - Choose if the action should depend on the context of the ticket.
Sentiment - Select if the action should depend on the sentiment of the ticket.
Last Customer Response - Choose if the action should depend on when the last customer message was received.
Response Status - Choose if the action should depend on whether the customer has received a reply.
Ticket Status - Select if the action should apply to tickets with a specific status (e.g., open or closed).
Allegro Account - Select if the action should apply to a specific Allegro account.
Inbox - Select if you want the action to apply only to a specific inbox.
Inbox Group - Select if you want the action to apply to a specific group of inboxes.
Ticket Type - Select if the action should apply to specific types of tickets (e.g., returns).
Working Hours - Choose if the action should trigger only during or outside the working hours of a specified employee.
You can also build actions based on exclusions by using the is/is not condition options.
Example:
If all messages except Allegro discussions should be assigned to a particular employee, you don't need to assign all other sources manually. Instead, use an exclusion: Source > is not > Allegro Discussions, and then select Assign Agent as the action.
Available Actions
Send Message - Sends a predefined message to the sender of the message that meets the set conditions.
Send Translated Message - Sends a predefined message, translated into the selected language, to the sender.
Message from AI EXPERIMENTAL - Sends a message generated by AI based on the received message.
Send Email - Sends an email to a specified email address (not to the sender).
Set Status - Automatically sets the status of the ticket.
Assign Agent - Automatically assigns a selected employee to the ticket.
Assign Tag - Automatically assigns a specified tag to the ticket.
Change BaseLinker Order Status - Allows automatic status changes in BaseLinker for orders linked to a ticket in Responso. Currently, it only works for the conditions ticket source - Responso returns and ticket type - return.
You can combine conditions and actions within a single workflow. Combining conditions refines when the action should occur, and combining actions allows multiple automatic operations to be executed under the same conditions.
Example:
If you want to set a reminder for an inquiry that hasn't received a reply within 24 hours, you can choose a combination of conditions: Response Status > Not Responded and Ticket Created > More Than > 24 hours.
To save the action, give it a name and description. Use a descriptive name and description to make it easier to find later. Then, click Add.
Adding Variables to the Message Content
If your automated action involves sending a message or email, you can use variables in the content to dynamically insert specific parameters based on the ticket details. Available variables include:
{{ ticket_id }}- Inserts the ticket ID dynamically.{{ ticket_url }}- Inserts a dynamic link to the ticket.{{ customer_email }}- Inserts the customer’s email address dynamically.{{ customer_name }}- Inserts the customer’s name dynamically.{{ current_date_time }}- Inserts the current date and time.{{ assigned_agent_first_name }}- Inserts the first name of the agent assigned to the ticket.{{ assigned_agent_last_name }}- Inserts the last name of the assigned agent.{{ assigned_agent_full_name }}- Inserts the full name of the assigned agent.{{ assigned_agent_email }}- Inserts the email address of the assigned agent.
You can find the current list of available variables in the workflow creation view, under the green "i" icon.
Automated Workflows Templates
Templates are examples of automated actions. You can use a template as is (just click Add after opening it), or you can customize it to suit your needs and then add it.
Disabling an Automated workflow
If you want to disable an automated action without deleting it, click the three dots on the selected action tile and choose Edit. Toggle the switch labeled Enable at the top, then click Update. In the action tiles view, enabled actions are marked with a green Yes tag, while disabled actions are marked with a red No tag.
Deleting an Automated workflow
If you want to permanently delete an automated action, click the three dots on the selected action tile, choose Delete, and then confirm the deletion.
Note: Once an action is deleted, it cannot be restored!
Last updated