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Overview: Message Workflows container in Queues (Console)

Console > Queues > Overview: Message Workflows container in Queues (Console)

This article explains the Message Workflows container in Queues.

Overview

The Message Workflows container is where you configure a message workflow to run for:

Messages from queue users
Messages from customers
System messages

In Edify Console, navigate to Queues > [Queue] > Message Workflows container.

A message workflow is a workflow that performs some action on a message before posting it in an interaction feed. For example, message workflows are often used to translate text or redact sensitive information. A message workflow runs between the time someone sends a message and the message appears in the chat feed.

Message workflows can be configured for inbound messages (from the customer), outbound messages (from the queue user), and system messages. This also applies to all transcribed messages (if live transcription is enabled). Message workflows can run for active and completed interactions.

Container breakdown

Message Type

The Message Type column indicates which party’s messages are processed through the workflow. There are three message types. You can configure all, some, or none of these rows. These types are: ‘Message From User’, ‘Message From Customer’, and ‘System Message’.

Message From User: These are messages sent by the queue user into the interaction feed. Chat or SMS messages from the queue user can either be public (visible to the customer) or private (visible only to queue users). If transcription is enabled for the queue user during phone calls, the transcribed messages are also processed through the message workflow.

Message From Customer: These are messages submitted by the customer in an interaction. These can be web chat or SMS messages sent by the customer. If the queue has transcription enabled for the customer’s side of a phone call conversation, then transcriptions are also processed through the message workflow, too.

System Message: These are automated messages sent by Edify (represented by the “Control Admin” or the queue user’s name) to the feed tab of the interaction when an action is completed, like when the customer is placed on hold, a status change, and more.

Example of a system message in the interaction feed.

Workflow

The Workflow menu lets you select the workflow you want to link to each of the specified message types. You can define a workflow for none, one, some, or all of the three Message Types. The menu displays all the workflows built on your account.

Version

The Version menu lets you select the specific workflow version you want to run once the workflow is triggered. The menu displays all published versions of the workflow you selected. Select ‘Current’ to always use the most up-to-date version of the workflow.

Delete

The Delete button (trash can icon) lets you clear your selections from that row.

Use case

Suppose you need to configure a queue that handles credit card billing. The queue supports customers from all over the world who speak a number of languages. Queue users in this queue speak English, Spanish, and French. You need to ensure that your queue users can assist any customer, regardless of what language they speak and protect their credit card information.

You can do this by building two message workflows. Workflow 1 is used for the Message From Customer type, and Workflow 2 is used for the Message From User and System Message type.

Workflow 1: This workflow redacts credit card information and also offers translation services. This workflow will be linked to the Message From Customer type, in the Message Workflows container.
Workflow 2: This workflow translates system messages and messages from the queue user before they are posted to the interaction feed. This workflow will be linked to the Message From User and System Message type, in the Message Workflows container.

The workflow structure for both message workflows include the same modules and module sequence.

Start > Detect Language > Translate > Publish Message > End module

The key difference is in the Publish Message workflow module, which has the redaction setting enabled for the Message From Customer workflow (Workflow 1). This setting is disabled for the Message From User and System Message workflow (Workflow 2).

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