As your team grows and your volumes increase, staying on top of your conversation queue is a must. Adapting to your business’ growth doesn’t have to be hard. We’ve got you covered with simple automations. Introducing… Saysimple workflows!
Manually staying on top of every incoming message can become overwhelming for you and your team. Workflows are a great way to solve this! They allow you to categorize, prioritize, and route conversations.
Workflows are automated flows that help you easily organize your inbox with messages. They automate repetitive tasks like labeling messages. They allow you to route messages directly to the right agents, cutting out the middle step of manually assigning conversations. This means that your agents will get incoming messages assigned to them faster, keeping response times low.
“ Workflow (noun): an automated and/or smart rule to help your team perform better, be more efficient, and resolve customer inquiries faster.-
You can set rules on each of your messaging channels (a truly omnichannel solution!). Basically, these rules are preset using trigger keywords. They can vary depending on your needs. You can set them to add tags or route conversations to specific agents on specific teams. When adding your trigger keywords, you can set your workflow to recognise it in the first, first two, or first three incoming messages.
For example, if a message comes in about requesting a refund, you can set the word ‘refund’ as a trigger to add a Returns tag and send the message to Jon on the customer service team.
Use workflows to:
– Organise your inbox
– Prioritise messages
– Route conversations
When building your workflows, it’s important to keep your goal in mind. What event is taking place, and what action should be taken? Your workflow set up will follow the basic structure of if X, then Y.
To help you visualize what this looks like in practice, here are a couple of examples.
If the message contains the word ‘vegan’, assign the conversation to ‘Josie’ and add the tag ‘Recipe’
Hello. I am hosting a dinner party and need some vegan options. Can you tell me where to find some?
In this example, the keyword ‘vegan’ triggers the workflow. The workflow then initiates the smart-routing rule: ‘assign to Josie’ and ‘add Tag Recipe’. This example applies the workflow to the first incoming message.
If the first, second, or third message contains the word ‘refund’, assign the conversation to ‘Team Refunds’ and add the tag ‘Refund’.
Message 1. I just received my order and I’m not happy with it.
Response: What is the problem?
Message 2. There is a tear in the fabric. Can I get a replacement?
Response: Unfortunately, we no longer carry this product.
Message 3. I want a refund.
In this example, the keyword ‘refund’ triggers the workflow. The workflow then initiates the smart-routing rule: ‘assign to Team Refunds’ and ‘add Tag Refund’. This example applies the workflow to the first 3 messages of an active conversation.
Let’s recap! Workflows help you organise your shared inbox, keep response times low, and automate repetitive tasks. All you need to do is create a few simple rules!
Workflows are versatile and can be:
– Assigned to every messaging channel (omni-channel)
– Used to add a tag or route a conversation… or both!
– Set up with one or multiple keywords
– Triggered by the keyword(s) in the first 1, 2, or 3 incoming message
Are you ready to transform the way you communicate with your customers? Request a free demo today!