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:
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.
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.
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.
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.
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.
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