Now that you saw the Workflow Automation (WFA) in action, let’s look into the respective filters and functionalities. We will set up some more example use cases in the next articles.
One of the most important parts of Workflow Automation is triggers. They define when the jobs will be executed once the conditions are met. In other words, the triggers are the fuel of the automation process.
The triggers are defined by means of the events, every event defines a specific action that will give way to the execution of the jobs.
First, go to the Triggers and click on ‘Add’ to create a new one.
Name the trigger and choose the desired event
Here are the event descriptions:
Case routing queue changed - this event will fire the trigger when the case has been changed from a queue to another.
The case created -this event will fire the trigger when a new case is created in Brand Embassy.
Case status changed - This event will fire the trigger when the status of the case has changed.
Before the case closed - This event will fire the trigger before the case will be closed.
Message created - This event will fire the trigger when a message is created.
Next, we can set up the delayed execution which determines the waiting time to validate and fire the trigger. This is a useful way to avoid neglected cases by the Chatbot. Imagine the Chatbot doesn’t reply for any reason so you want to re-route the case to the agents. With this setup, we say “check the case 30 seconds after it was created”. Then, in conditions and jobs, we set up the rest of the automation so a case without a reply gets to an agent queue.
Jobs are the workers that run once they are fired by the triggers.
To create a job, go to jobs in the settings section and click on ‘Add’
Name the job and select the action, every action has parameters associated you need to set up. Let’s explore the actions you can choose as jobs.
Add a tag to case
You are probably familiar with the auto-tagging feature, one of the first automated processes in Brand Embassy. Now, we are taking this feature to the next level with Workflow Automation. By selecting ‘add tag to case’ you can add tags to cases based on the source, case status or queue. Awesome right? You only need to specify the tag you want to add to the case . This is especially useful if you want to review all the cases handled by the Chatbot for example.
Call an URL
With Call a URL you can execute an external URL to perform any action you want by using the post and case ID. It allows you to set up an external URL endpoint with this data to validate them when the job is triggered. As an example, let’s say you have a queue for high priority cases, and you set up a trigger when a case is created in this queue and you want to receive an SMS on your phone every time this happened. As the action in your job, you can choose ‘Call an URL’ with the parameter ‘Post’, and the URL of the application will send the SMS with the endpoint Case ID.
Change case priority in the queue
Changing the priority can help you to organize the cases in the agent queue so they work as efficiently as possible. To do so, you only need to define the new priority value.
Change case status
neglected cases are not a problem anymore! With this job, you can change your cases from pending back to new so the agents follow up on them.
Moves first case in a queue to another queue
Sometimes you do not want to re-route all cases but only the first case waiting in the queue. To set up this action you only need to specify the receiver queue or the new queue where the case will be re-routed.
Reroute case to a different queue
This action allows you to redirect cases to a different queue when the conditions are met. You simply choose the destination queue.
The queue routing works like a cascade where the cases go through each queue until they meet all the filters and are routed. This action allows you to reset the routing and make the cases go through the cascade again and try to match against the queues again. You can exclude either the current or the other queues.
Thanks to the send message job you can create automated notes to be sent to your customers as desired. For example, you can let your customers know the real status of their cases by sending a message when the case has been escalated, or that your support team is currently not working. You can also select the author of the message so everything is right in the reports.
Send Satisfaction Survey
The new Satisfaction Survey solution offers more possibilities for customization. If you would like to know more about please check our article here. Select the survey type between Standard BE survey, 3rd party provider URL or custom integration.