> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/general-docs/release-notes/workflow-automation-rule.md).

# 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:<br>

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:<br>

* 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:<br>

* 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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