klink.cloud - Product User Manual
  • Overview
    • 👋Welcome to klink.cloud
  • Getting Started
    • 🟦Setup Channels
      • Facebook Messenger
        • Connect to Facebook Messenger
        • Primary Routing Setup (Facebook & Instagram)
      • Facebook Feed
        • Connect to Facebook Feed
        • Primary Routing Setup (Facebook & Instagram)
      • LINE OA
        • Get Channel Secret and Channel Access Token
        • Connect to LINE OA
      • Instagram
      • Viber for Business
      • Google Workspace Email Setup
      • How to Setup Telegram Bot Channel
      • How to setup Telegram Business Account
      • How to set up WhatsApp Business Channel (Meta)
      • How to set up WhatsApp Mobile Channel
  • How to use
    • 📞Call
      • Inbound Call Handling
      • Outbound Call Handling
    • 💬Chat
      • Inbound Chat Handling
      • Outbound Chat Handling
      • Facebook Feed Handling
    • 🔖Tickets
      • Create a Ticket
      • Assign / Transfer Ticket
    • 📇Contact
      • How to Import Leads / Contacts
      • Contact Custom Fields
      • Individual Contacts
      • Company Contacts
      • Import / Export CSV
  • Advanced Setup
    • Setup Workflow Automation
    • Setup Queue Group
    • 🕖Setup SLA Targets
    • Setup Queue, Workflow, and SLA
  • Dashboard & Reports
    • 📊Reporting
      • CDR
      • Recording
      • Call Reports
        • Agent Call Statistics
        • Agent Call Activity
        • Trunk Activity
        • Queue AVG Waiting & Talking Time
        • Queue Performance
        • Agent Missed Call Activity
        • Agent Call Summary
        • Satisfaction Survey
      • Agent Status Report
      • CX Log
    • 📉Analytics Dashboard
      • 📶Call Dashboard
      • 📈Chat Dashboard
      • 💎Ticket Dashboard
  • Integrations
    • 🛒Ecommerce Marketplace
      • Shopee Integrations
      • Lazada Integrations
    • 🔈CRM Integrations
      • Salesforce CRM Integration
      • How to create Viber Messaging API Application
      • How to send transactional Viber Business Message
  • Messaging API
    • Line Messaging API
  • Features Roadmap & FAQ
    • ⏱️Features Road Map
    • 📢Release Notes
      • Chat Room Folder Enhancements
      • Enable/Disable Auto-Assign Toggle in Queue Settings
      • Agent Takeover Bot Chat Room
      • Workflow Automation - New Action "Send Message"
      • Enhancement of Hold Function
      • Workflow Automation Rule
      • Non-Voice Analytics Dashboard
      • WhatsApp Mobile Integration
      • Telegram Group Chat Integration for Inbox Module
      • Business Portfolio Integration - Facebook Feed
      • Call Recording Pause and Resume Feature
      • Advanced Hold Functionality for Efficient Conversation Management
      • Viber 24-Hour Response Timer
      • Enhanced Queue Settings and Workflow Automation Controls
      • Telegram Business Integration
      • Multi-Tab Call Support
      • Business Portfolio- (Meta) Messenger Integration
      • Mail Integration Enhancement and Telegram Integration
      • Facebook Feed Enhancement
      • Outlook Email Integration Enhancement (Beta)
      • Queue Setting (Beta)
      • Permission Enhancements and Multiple Assigns
      • CX Logs Enhancement
      • SMS In-bound Beta Version, SMS Integration Setting
      • Facebook Feed Integration (Beta)
      • SLA Setting and Business Hour Functionalities
      • Wrap Up Form Features and Enhancements
      • New Features & Enhancements
      • New Features and Improvement
      • New Features and Major Bug Fixes
    • FAQ
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On this page
  1. Features Roadmap & FAQ
  2. Release Notes

Workflow Automation Rule

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.

Last updated 4 months ago

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