Adjust Intelligent Workflow and goals

Customer care is about responding to the customer in a timely, relevant manner. In the digital world, speedy responses are even more important because they are often public and seen by all.

Your agents will be more efficient with the help of our Intelligent Workflow which automates the routing of posts. Routing rules can be edited in the Account settings. There’s so much to say about Intelligent Workflow, it has it’s own article.

Intelligent Workflow settings

Click SLA to set up your agent’s goals. General goals are for all users on all channels. Each channel can also have a difference goal.

SLA goals setup

Tags are key to getting the most from the Intelligent Workflow. Let’s set them up next.