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What are workflows?

Workflows are a set of predefined actions that allow users to automate tasks within their system. These workflows are designed to streamline processes, improve efficiency, and reduce manual intervention. By combining triggers, conditions, and actions, workflows can execute complex workflows seamlessly. Think of workflows as: “If this happens → then do a set of things automatically, if not then do other set of things automatically.”

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Each workflow is made up of:

1

Triggers

What starts the workflow
Automation Rules Workflow

Workflows

2

Actions

One or more steps that run automatically
Automation Rules Workflow

Workflows

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Why use workflows?

  1. Scalability: Handle increasing workloads without adding additional manual processes.
  2. Customization: Tailor workflows to specific needs using flexible triggers, conditions, and actions.
  3. Real-Time Response: React to events as they occur, ensuring timely actions.
  4. First response time: Improve first response time by automating responses to common queries.
Workflows allow you to automate responses, route chats, take actions, and enforce rules at scale.

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How do workflows work?

Workflows operate through a structured workflow involving triggers, conditions, and actions: Trigger Initiation: A predefined event (trigger) occurs, such as receiving a new message or updating a ticket. This event signals the system to evaluate the automation rule. Action Execution: Upon meeting the criteria, the specified actions are executed. Actions can be immediate or delayed based on the configuration.
For example,when a new message is received (trigger), the system evaluates whether it contains specific keywords (criteria). If the criteria are satisfied, the system creates a new ticket (action). After sometime, the system again checks if the message is responded to (action), if so, the system closes the ticket (action) or else it escalates the ticket and forwards the message to a human agent chat(action). This sequence ensures a seamless and automated process.
Automation Rules Workflow

Workflows