Imagine you have a backlog of cases the agents need to follow up on. The cases are in the status pending, so they are not being actively pushed to the agents’ inboxes. With this workflow automation functionality, you can change the status back to new so the agents receive these cases in their inboxes and follow up with the customers.
Follow the step-by-step guide and never miss a case to update!
First, we will create the trigger for our job, head over to Triggers, and create a new one by clicking “+Add”. Select the Event “Case status changed” and add a Delayed Execution of 86400 seconds (24 hours).
The 24 hours Delayed Execution means that the trigger sets off 24 hours after the case status was changed.
The next step is to add a job to your trigger. To do so, click on the detail button and then click on "Add New Job".
Then choose the "Change case status" Action, select the status open and save.
As the next step, we set up the conditions for our trigger. Click on “Conditions” and add a new condition type. First, we will select the channels and the queues if desired by adding the channel and queue condition types. If not specified the system will include everything.
The most important condition type to select is “Case status”. As we have the trigger’s event “Case status changed”, we need to let the system know, which case statuses should it be looking for (the before status).
In our scenario, the agents set the cases that need to follow up as Pending, so this is the status we want to trigger the job.
Finally, you need to at the set of delayed conditions. Here you will need to add the same "Case Status" condition set to pending as done in the previous step. To verify that these cases have remained in this status for 24hrs, you need to add the "Case Status Update Time" condition.
This condition must be set to "is older than 1 day"
Once you have saved everything, the system will take all your pending cases, that have been pending for 24 hours and change them to new. They will then appear under the agents’ Get Cases button.
All that is left is to activate the trigger and test it. :)
For the sake of the test, we set the delayed execution of the trigger to 3 minutes.
A message was sent to one of our testing Facebook pages and we had one agent setting the case as Pending.
3 minutes passed and the system changed our case back to NEW:
The case was again available under the agent’s Get Case button, ready to be followed up! :)
Don’t you have Workflow Automation yet? Reach out to your Account Manager!
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