Overview: Workflows (Console)

This article provides an overview of workflows, a no-code automation tool administrators can use to automate various tasks and processes of a call center.

In this article

Overview

In Console, a workflow is a no-code automation tool that lets you design customer experiences without the need for extensive IT knowledge or resources.

Workflows are composed of modules, each of which accomplishes a specific task. Each module links to another module to create a flow of steps. Modules can perform a wide variety of tasks, like:

• Gathering customer data

• Determining a customer’s intent (and routing them to the appropriate destination)

• Calculating sentiment on an interaction for coaching

• Connecting to a third-party API

Note: These are just a few examples of available workflow modules. For a full list, see: Workflow modules

Workflows are most often used prior to an interaction being routed to a queue user. A workflow can gather customer information and determine what the customer is trying to accomplish. Then, the workflow can route the customer to the appropriate queue. The workflow can also automatically populate the data it gathered in the resulting interaction, giving the queue user all of the tools they need to assist the customer. 

Keep in mind that this is just one example of how to design a workflow. Workflows are open-ended; you can use the workflow modules provided to you to accomplish virtually any goal.

Workflows can be relatively short and linear (like sending a chat alert for a long interaction wait time) or relatively long and complex (like routing an incoming interaction to a specific destination). The design of a workflow is entirely up to whoever is making the workflow. 

Workflow versions

Workflows have one or more versions. Once you publish a workflow, it’s locked from any future changes. This means that, when you need to modify a published workflow, you first need to create a new version of that workflow. Then, you can make the needed changes to that newly created workflow version. 

Next steps: Building a workflow

Users (typically in administrative roles) with adequate permissions can use the Workflows workspaces in Console to build workflows.

Here’s the process for building a workflow. Click any of the links to learn more about the process:

1. Create the workflow

2. Build out the workflow with modules

3. Publish the workflow

4. Route the workflow