Accessing workflows in Contact Center

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<p id="docs-ai-summary-content">Admins can access workflows in Contact Center to suggest, automate, and enforce activities during customer interactions. Customize workflows to override default settings, such as auto-accepting contacts, creating profiles, sending automatic messages, and managing after-contact work. Adjust interface extensions to display utilities for agents. These settings help streamline tasks across channels like chat, calls, and tasks.</p>
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<p class="p">Use workflows to suggest, automate, and enforce activities during a customer interaction.
Each workspace has a default workflow. You can create a custom workflow to override the
default workflow settings.</p>
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<span class="notetitle">Note:</span> You must be an admin to access workflows.</div>
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<p class="p"><strong class="ph b">To access workflows</strong></p>
<ul class="ul" id="LM_contact_center_workflows__ul_ak5_dz5_bgc">
<li class="li">In Contact Center, click the settings (<img class="image" id="LM_contact_center_workflows__image_hkg_spp_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cog.png" width="20">) icon, then click the <strong class="ph b">Workflows </strong>tab.</li>
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<p class="p"><img class="image" id="LM_contact_center_workflows__image_bk5_dz5_bgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LM_cc_1.png" width="550"></p>
<p class="p">The workflow has the following settings:</p>
<ul class="ul" id="LM_contact_center_workflows__ul_ck5_dz5_bgc">
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<strong class="ph b">Auto-accept</strong>: Automatically accepts incoming contacts when you have no active
chats or calls. The default settings are:<ul class="ul" id="LM_contact_center_workflows__ul_dk5_dz5_bgc">
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<strong class="ph b">Voice calls:</strong> Revert to user-level setting in Connect</li>
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<strong class="ph b">Webchat and social channels:</strong> Never</li>
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<strong class="ph b">Tasks:</strong> Never</li>
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<strong class="ph b">Profile creation</strong>: Automatically creates a new profile when no existing match
is found. You can give agents a chance to review contact attributes before creation
or allow agents to fill in details. The default setting is Prompt agents to review
before creating new profiles.</li>
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<strong class="ph b">Automatic messages</strong>: Sends or suggests messages for new conversations or
extended idle periods. This setting is off by default.</li>
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<strong class="ph b">Interface extensions</strong>: Determines which utilities to display to agents and
where on the desktop they should appear, either main panel or the side panel.</li>
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<strong class="ph b">After contact work</strong>: Actions agents need to take before closing a contact.
These workflows are applied to all channels (chat, calls, and tasks). The default
settings are:<ul class="ul" id="LM_contact_center_workflows__ul_ek5_dz5_bgc">
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<strong class="ph b">Internal notes:</strong> Optional</li>
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<strong class="ph b">Resolution codes:</strong> Optional</li>
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<strong class="ph b">Ignore workflow for specific cases:</strong> Off</li>
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