Workflow Automation - New Action "Send Message"

Release Note: Workflow Automation - New Action "Send Message" We are excited to announce the introduction of a new action in the Workflow Automation settings: "Send Message." This new feature allows Admins to automate personalized response messages to customers based on specific triggers and conditions, enhancing customer engagement and support efficiency. Key Features:

• Access to Workflow Automation Settings:

  • Admins can now create or edit workflows directly from the K-LINK dashboard by navigating to the "Workflow Automation" settings.

  • A new "Send Message" action is available alongside existing actions such as "Assign to" and "Close room."

• "Send Message" Action Setup:

  • Upon selecting the "Send Message" action, a popup window appears with a pre-filled message template: "Hello, {{Full name}}."

  • The message can be customized by modifying or removing the default text. Admins can manually insert dynamic placeholders like {{Full name}} to address customers personally.

  • The "Apply" button becomes enabled only when the input field contains valid text, ensuring messages are properly set up before being applied.

• Triggering the "Send Message" Action:

  • Once a workflow with the "Send Message" action is configured, the message will automatically be sent to customers when a chat room is opened and the conditions are met.

  • If additional actions such as "Assign to" are also configured, all actions will execute sequentially.

• View Auto-Response in Chat:

  • Agents will see the auto-response message in the chat inbox, labeled with the sender name as "Auto response."

  • This ensures that agents can easily identify automated messages in the conversation thread.

Benefits:

• Personalized Automation: Increase customer satisfaction with tailored, automated responses that address customers by name.

• Efficient Workflow: Automate repetitive tasks and reduce the time spent manually responding to customers.

• Seamless Integration: The new "Send Message" action integrates smoothly with existing actions and workflows.

How to Use:

1. Navigate to "Workflow Automation" settings in the K-LINK dashboard.

2. Create or edit a workflow.

3. Select the "Send Message" action from the action options list.

4. Customize the message template and apply the action.

5. Save the workflow and ensure the triggers and conditions are set up.

6. The auto-response message will be sent automatically when the conditions are met.

This feature is designed to streamline customer communication and improve the efficiency of your workflow automation processes. We encourage you to explore this new feature and incorporate it into your workflow setups to enhance customer interaction. For any questions or feedback, please contact our support team.