Workflows (Engage Legacy)

Use Workflows to suggest, automate and enforce certain activities during a customer interaction.

How to access Workflows

To access workflows you need administrator access. Click on the cogs icon on the left-hand side of the screen to open Administrator Settings and select the Workflows tab.

There are five key aspects that you can manage with a workflow:

Auto-accept: Incoming contacts can automatically be accepted when you have no active chats or calls.

Profile creation: When no existing match is found you can choose to automatically create a new profile, give agents a chance to review contact attributes before creation, or allow agents to fill in details.

Automatic messages: Send or suggest messages for new conversations or extended idle periods.

Interface extensions: Decide which utilities to display to the agent and where on the Engage desktop they should appear. Choose between the Main Panel or the Side Panel.

After Contact Work: Choose the actions agents need to take before closing a contact. These workflows will be applied to all channels (chat, calls and tasks).

Default Workflow

Each workspace has a default workflow. When you first start using workflows, the following default settings apply:

Section | Default settings
Auto-accept | Voice calls - Revert to user-level setting in Connect
| Webchat and social channels - Never
| Tasks - Never
Profile creation | Prompt agents to review before creating new profiles
Automatic messages | These messages are off by default
After Contact Work | Internal notes - Optional
| Resolution Codes - Optional
| Ignore workflow for specific cases - Off

Custom Workflow

You can create a custom workflow to override the default settings.

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