22-Jan-2025 Release Notes

Release Note: New Workflow Automation Rule - Trigger "When Chat is on Hold for a Moment" Overview: We are excited to announce the launch of a new workflow automation rule designed to enhance efficiency and consistency in managing chat rooms. The new trigger, "When chat is on hold for a moment," enables automatic closure of chat rooms that are left on hold for a specified period, improving customer service operations. Key Features:

1. Trigger: "When Chat is on Hold for a Moment"

   • This new trigger allows admins to set a specific duration for a chat to remain on hold before automatically triggering a closure.

   • The trigger includes a time input box, where admins can specify the duration (in minutes, hours, or days).

   • Once the duration is configured, the action is automatically triggered if the chat room remains on hold without customer response.

2. Condition: "Hold Label"

   • Admins can now set a condition to apply based on the hold label associated with the chat room.

   • The condition allows the selection of specific "Hold Labels," which can be used in combination with the trigger to ensure that only relevant chat rooms are closed.

   • Admins can use a search bar to filter hold labels, making it easier to find and apply them to the workflow automation.

3. Action: "Close Case"

   • Once the trigger and condition are met, the system will automatically close the chat room and apply a selected disposition.

   • Admins can choose the disposition from a dropdown list, with the option to search for specific dispositions by name.

4. Saving and Confirmation:

   • Once the trigger, condition, and action are set up, admins can save the workflow automation rule.

   • A confirmation message will appear to indicate that the rule has been successfully updated.

5. Execution of Workflow Automation:

   • The workflow automation rule is triggered when a chat room matches the configured conditions (on hold for the specified duration with the chosen hold label).

   • The system will automatically update the chat room status to "Closed" and log the selected disposition, ensuring the workflow is consistent and efficient.

Benefits:

• Improved Efficiency: By automating the process of closing inactive chat rooms, this feature helps support teams save time and focus on active cases.

• Consistency: Ensure that chat rooms with no customer response are closed in a consistent manner, reducing manual intervention.

• Customizability: The workflow automation can be tailored to specific needs by setting the duration and hold label conditions.

How to Access the Feature:

• Navigate to the Settings > Workflow Automation page in the K-LINK dashboard.

• Click on Create to set up a new workflow automation or Edit an existing one.

• Choose the new trigger "When chat is on hold for a moment," configure the condition "Hold Label," and select the action "Close Case."

We hope this new feature enhances your workflow efficiency and improves the overall customer experience management process.