Stage - Automate Objective - Route to Human Business Problem: Business wants to have all contacts from a specific channel to be handled by 1 agent. Pain Points: Returning Contacts handled by multiple agents causes inconsistency in communication style. A different agent handling returning Contacts has less context of the Contacts. Businesses find it hard to track performance and accountability when all agents manage multiple channels. Solutions Options: Create a new WF Template specifically showing how to identify the contact's channel then straight do assignment > then write the new page. Or Use existing Welcome Message: Channel Specific WF template > in kb page just show how to add the Assign To step into the WF template.

Business Problem: Business wants the capability to return to the (main) workflow after triggering another (sub) workflow. Pain Points: Business cannot return to the main workflow after triggering another workflow. Context: The business has created a main workflow which gives contacts the option to book a meeting (amongst others). When contacts click this option, they are assigned to agents who help them schedule appointments. The business wants to allow contacts to return to the main workflow after appointment has been scheduled.

Business Problems: Business wants to automatically send appointment reminders to leads who have booked meetings with the business’ Sales team "x" number of days before the meeting. Pain Points: Time-Consuming: Sales team members have to continuously draft and send reminders for each appointment, which diverts time from core business activities. Lacks Scalability: As lead volume grows, managing reminders manually becomes increasingly challenging and inefficient.

Business Problem: Business wants to reduce response times by enabling a conversation to be transferred from Agent A to Agent B if the conversation is not responded to by Agent A within a specific time frame. Pain Point: Delays in responding to customer inquiries which cause frustration among customers and lead to poor customer experience.

Stage: Capture Objective: Capture from Website Business Problem: Businesses often add the same channel widget to multiple websites. When a conversations starts on the platform, they want to be able to identify which website the Contact is coming from. Pain Point: Businesses struggle to track the source or website where the Contacts came from. Solution: Add multiple widgets of the same channel, each with different pre-filled messages. Then, add each widget to the appropriate website. Thus, the source can be identified when the contact starts the conversation with the pre-filled message. Can be applied only to channels that allow pre-filled text to be defined e.g. WhatsApp, Viber, Email.

Business Problem: Business wants to identify and assign returning Customer back to the same/dedicated agent. Pain Points: Business doesn’t know how to automatically assign the returning customer back to the dedicated agent, if there’s one. Business doesn’t want returning customers with a dedicated agent to go through the same round robin assignment logic as new customers.

Stage: Automation Objective: Ability to create workflows that can route customer conversations according to language preferences: Route to Human > Language Based Routing. Business Problem: Customers should be routed based on their language preferences using workflows. Pain Points: Businesses with international customers find it difficult to create workflows that route the conversation according to the customer's desired language. Solutions: To create a workflow that triggers when a conversation is initiated: Create a new workflow; Add a trigger step to initiate the workflow when a conversation is opened; Add a branch step to branch the workflow based on the languages provided; For each branch, configure the branch for the language that you want to support; Contact Field > Language > is equal to > Language Add a send a message step, to send a welcome message in the corresponding language Later add an ask a question step to collect the contact information that you need based on your business.

Business Problem: Agents are overwhelmed with a surge of inbound conversations where they’re being assigned to too many Contacts in a short period of time. Pain Points: When an issue impact a large amount of Contacts, Agents will be bombarded with a high number of Contacts reporting the same issue. Agents need to repeatedly provide the same context to Contacts before closing the conversations. A bottleneck occurs in the assignment queue and Contacts are stuck in queue.

Update Existing KB Page - https://help.respond.io/l/en/broadcasts/workflow-based-on-broadcast-response Business Problem: Business wants to give their customers the option to opt in or out of broadcast messages. Pain Points: Business customers are the recipients of broadcast messages that they do not want to receive. Context: Business is sending broadcast messages and wants to give their customers the option to opt in or out of the broadcast messages in an effort to avoid sending them SPAM messages.

Business Problem: The Business wants to send an automatic WhatsApp message template to lead/contact (after call on a VOIP software has ended) so that the customer can converse with a Support agent via WhatsApp. Pain Points: Business are not able to send a follow up message to clients/leads immediately. This is frustrating for both business and their clients. Manual method is very slow and does not satisfy the business or their client's needs. Context: In the VoIP system, when a call is received there's an automated response prompting the client to press 1 if they need technical support. If the client presses 1, they are informed: 'We have now sent you a WhatsApp message, please respond there.'. The business wants that the WhatsApp message to be sent immediately after the call. Sometimes, there is an undesired delay in sending this message when a human agent is busy with some other customer.