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Workflows

What it does​

Workflows automate customer journeys and internal processes in Evercom. Each workflow has a trigger, a status, and a graph of nodes that runs through sessions to handle conversations automatically and hand off to an operator when automation should stop.

When to use it​

Use Workflows for:

  • Automatic greetings
  • Intent detection
  • Knowledge answers
  • Qualification questions
  • Ticket updates
  • Operator handoff
  • Inactivity follow-ups
  • Closing routines
  • Post-dialog rating requests

How it works​

A workflow combines a trigger, a status, and a graph. When the trigger fires, the workflow starts a session and walks through its nodes. Active workflows run through sessions and can hand off to an operator when automation should stop.

Trigger families​

  • Customer messages
  • Operator messages
  • Closed conversations
  • Ticket status changes
  • Ticket comments

Node types​

  • Classify intent
  • Search knowledge
  • Send messages
  • Show buttons
  • Request a 1-5 rating
  • Wait for customer actions
  • Add notes
  • Route to a department
  • Create or update tickets
  • Hand off to an operator
  • Reopen or close conversations
  • Close tickets

Preview​

Workflow preview runs an isolated session with a preview token and can reset state so you can test repeatedly. Use the preview action from the workflow builder.

Where to configure it​

Configure workflows in Workflows in the operator app.

  • Conversations
  • Knowledge Base
  • Tickets
  • Departments
  • Widget