Workflows: Automatically Triggered Workflows in Open Conversations
Charly Elias
Business Problem:
The platform assumes that all conversations are closed the same day they are opened, which does not reflect the actual duration of many customer support or sales interactions. In real-world applications, conversations can extend over several days or even weeks, such as in the case of sales closures or post-consultation veterinary care.
Desired Outcome:
Implement workflow triggers that can activate within open conversations to better support extended interaction scenarios. This functionality will enable more adaptive and timely customer engagement, improving both user experience and operational efficiency.
Use Cases:
- After-Hours Auto-Reply: Automatically inform customers messaging outside of business hours about operational hours and when they can expect a reply.
- Agent Availability Notification: Send automatic messages informing customers of their agent’s current availability or unavailability, and provide options to wait or be redirected to another agent for urgent matters.
- Unanswered Message Follow-Up: Trigger workflows to send apology messages and alert agents when a customer's message remains unanswered for a predefined period, potentially placing the conversation in a "Pending" inbox to ensure it is addressed.
- Keyword/Phrase-Based Triggers: Enable a new trigger to start workflows based on the contact's messages containing specific keywords or phrases.
Amalia Putrieka
Merged in a post:
Agent Away Temporary message
C
Cake Away DSO
When the support agent is out from the desk he/she should be able to put on status Away.
during this time any messages coming in should get a message " Im out from the desk at the moment get back to you asap " until the agent mark he is in.
We need this feature for more accurate prompt responses. else they pile up during lunch brakes
Amalia Putrieka
HI Cake Away DSO, thank you for reaching out with your request!
We have a feature that might be just what you're looking for! You can set up automated welcome and away messages to handle incoming messages when agents are away. This helps ensure customers get a prompt response and know when to expect a follow-up.
Check out this guide for setup details: https://help.respond.io/l/en/automate-conversations/create-automated-welcome-and-away-messages
Could you confirm if this cover what you need, or is there anything else we can assist with? Thank you! :)
C
Cake Away DSO
Amalia Putrieka Thanks for your Response,
Actually, we need to activate an Away Message when the agent is not in the seat.
So during a Conversation, if the agent is sign-out or put away mode.. the customer will get a message that the Agent is out for a short break.
Something like this as currently during open time all the messages are coming in with the welcome message and if the agent is on at her seat, response gets delayed.