Overview: Message workflows for queues (Edify Console)

Edify Console > Queues > Overview: Message workflows for queues (Edify Console)

This article explains how to configure the Message Workflows container of a queue’s settings in Edify Console.

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Overview

The Message Workflows container is where you configure a message workflow to run when customer-facing messages and private messages are posted to the feed tab of an interaction once it’s created in the queue. This container is located in the queue’s settings page in Edify Console.

Message workflows are workflows that are triggered when a message is posted to an interaction. This means that once an interaction is created in the queue, and a message is posted to the feed (by the user, a customer, and/or the system), the message workflow is triggered to run. Once triggered, it processes the message through the workflow. This process repeats for all configured message types. These workflows can run when the interaction is active or event once it’s completed, too.

Message workflows can serve a variety of purposes. You can add them to your queue to redact sensitive information that’s shared while a customer and queue user message each other. These types of workflows are also how you provide real-time translation services to your queue users. After you’ve configured the container with a translation workflow, the queue is ready to translate any messages processed through the interaction.

You configure the Message Workflows container to process all or some of the messages posted to the feed. This depends on the needs of the queue. So, it’s your choice. The message type options are:

  • Messages posted by the queue user

  • Messages posted by the customer

  • System messages posted to the feed

You can tell the system to run a message workflow for one, some, or all of these message types. The combination is based on your needs. However, it’s most common to configure all three message types to ensure a consistent experience for everyone participating in the interaction.

Lastly, the message workflows configured here are usually the same exact workflow for each message type. Yet, if needed, you could slightly enhance the workflow for the user or the queue user as needed, like to redact additional information on the queue user side for more security.

Common use cases for the Message Workflows container

Below are some common use cases for using message workflows in a queue:

  • Configuring translation services: Use message workflows to configure real-time translation for a queue. The use of translation in your queues is a valuable addition that allows your teams to overcome language barriers effortlessly, empowering your teams to manage interactions no matter the customer’s language.

  • Redacting sensitive information: Use message workflows to redact sensitive information that’s collected from the customer, but not needed for resolving the customer’s issue. This is common when you require customers to submit verification information, like to chat back a home address, credit card number, or social security number to look up their account in another system or to verify their identity before proceeding with the conversation. To add an additional layer of security, message workflows redact the messages before they’re even posted to the feed.

How it works

Here’s an example of how message workflows can impact your business. This example walks through using message workflows for adding real-time translation to your queue while also redacting sensitive information.

Imagine that you work for the customer service department of a bank, specifically in the credit card billing department. You know that, to verify identity, the customer needs to provide a credit card number in order to complete a payment over the phone. Your team of agents support customers from all over the world who speak a variety of languages. You have queue users in the US, Mexico, and France who manage these international interactions.

Because of this, you want to ensure that your queue teams are able to assist any customer, speaking any language, while also protecting the customer’s credit card number information.

In this scenario, you want to translate and redact sensitive information sent from the customer and just translate queue user and system messages. To achieve this goal, you’ll need to build two different message workflows.

  • Messages from Customer: This workflow needs to redact credit card information while also offering translation services. This workflow runs when the customer posts a message to the feed tab.

  • Messages for Customer and System: This workflow needs only to translate messages posted to the feed once the system and the queue user post messages to the feed.

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

The module sequence is: Start > Detect Language > Translate > Publish Message > End module.

The key difference is in the Publish Message module, which has the redaction setting enabled for the customer’s message workflow. This setting is disabled for the queue user and system messages.

Visual breakdown

  • Message Type (A): 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 private and customer-facing messages posted to the feed tab of the interaction by the queue user both when connected to a web chat or SMS interaction as well as after an interaction has been marked as completed. If transcription is enabled for the agent during phone calls, then transcribed messages would also be processed through the message workflow, too.

      • Message From Customer: These are messages submitted by the customer when in a connected 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 posted to the feed tab of the interaction by Edify, like when the customer is placed on hold, this event is posted to the feed tab as a system message. More examples of these types of messages are: status change events, session events, and more.

  • Workflow (B): The Workflow menu allows you to select the workflow you want to apply to each of the specified message types. You can define a workflow for none, one, some, or all of the three Message Types depending on the needs of your business. The menu options displayed here are dependent on the workflows built in your Edify Huddle account.

  • Version (C): The Version menu allows you to select the specific workflow version you want to run once the workflow is triggered. The menu options here are dependent on the workflow you selected in the Workflow menu. You’ll only see published workflows in this menu. So, select either the specific version you want to run or select “CURRENT” to instruct the system to use the version you mark as ‘Current’.

  • Delete (D): The delete button allows you to clear your selections for that row. This button doesn’t delete the line item. You can’t add or remove rows to this container.