Setup Workflow Automation

Workflow Automation in klink.cloud

What is Workflow Automation?

Workflow Automation in klink.cloud is a feature that allows you to automatically route customer conversations, assign agents, and trigger specific actions based on predefined rules. It helps reduce manual tasks, ensuring your team can respond quickly and efficiently to customer inquiries.

Why Use Workflow Automation?

Automating your workflows can:

  • Save time by reducing manual assignment.

  • Improve response speed by routing conversations to the right teams automatically.

  • Ensure every customer gets the right support based on their needs and inquiry type.

  • Standardize your customer service process for consistency.

Key Features of Workflow Automation

  • Automated Routing: Automatically assign conversations to specific queues based on customer inquiry type, language, or source channel.

  • Customizable Conditions: Set conditions like message content, customer location, or communication channel to trigger the correct workflow.

  • Multi-Channel Support: Automate workflows across multiple channels, including WhatsApp, Telegram, Facebook, and more.

  • Agent Assignment: Assign the right agent or queue based on availability and workload.

  • Time-Sensitive Actions: Ensure that SLAs (Service Level Agreements) are met by setting triggers based on response times.

How to Set Up a Workflow Automation

Follow these steps to create a workflow automation in klink.cloud:

Step 1: Access Workflow Settings

  1. Go to the Settings section in your klink.cloud dashboard.

  2. Click on Workflow Automation.

Step 2: Create a New Workflow

  1. Click Create Workflow.

  2. Give your workflow a Name (e.g., Tech Support Routing).

Step 3: Set the Trigger

  1. Choose a Trigger Event, such as:

    • When a Chat Room is Opened: When a customer sends their first message.

    • When a Message is Received: When any message is received.

  2. Define the Conditions for the workflow (optional), such as:

    • Channel: WhatsApp, Telegram, Facebook, etc.

    • Message Content: Specific keywords like “support” or “pricing.”

    • Language: Based on detected customer language.

Step 4: Assign Actions

  1. Choose an Action to perform when conditions are met, such as:

    • Assign to Queue: Route the conversation to a specific queue (e.g., Tech Support Queue).

    • Assign to Agent: Directly assign the chat to a particular agent.

    • Send Auto-Response: Send a welcome message or acknowledgment.

Step 5: Activate the Workflow

  1. Review your workflow setup.

  2. Click Enable and Save.

Example Workflow Scenarios

Workflow Name
Trigger
Condition
Action

Tech Support Routing

When Chat Room is Opened

Channel is Telegram

Assign to Tech Support Queue

Sales Inquiry Routing

When Chat Room is Opened

Message contains 'pricing'

Assign to Sales Queue

Thai Support Routing

When Chat Room is Opened

Language is Thai

Assign to Thailand Support Queue

Benefits of Workflow Automation

  • Efficiency: Automatically handle repetitive tasks.

  • Accuracy: Ensure every message reaches the right team.

  • Faster Response: Reduce response times by routing inquiries instantly.

  • Better Customer Experience: Deliver timely and relevant support.

Need Help?

If you need assistance setting up workflow automation, contact our support team anytime.

Start optimizing your customer support today with Workflow Automation in klink.cloud!

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