iService includes a no-code workflow builder that makes it easy to create custom submit forms and agent menus to match your internal processes. Workflows can include a submit form to capture details needed for your process, such as a request for a quote. They can also include custom action menus for agents that are rendered based on the topic of the question, or a tag added to the interaction. These action menus can simplify the agent interface by presenting custom buttons that trigger the exact action needed. Custom answer panels replace the standard answer panel that has buttons for Send, Resolve, Forward, Change Topic, etc.
Do you have a process that requires items to be approved? Submit the request through a workflow submit form, and then queue it for the users that are authorized to provide approval. When the ticket is opened, the user is presented a simple action menu with Approve and Reject buttons. These types of custom processes will make your agents more productive and greatly reduce errors. In fact, many users will be able to interact with your workflow with no or minimal training on the iService user interface.
Similar to other settings pages, the workflow orchestrator provides a list of workflows that can be edited or deleted. When a workflow is deleted, the configuration is removed from your tenant database and all forms and custom answer panels will be removed. You cannot recover deleted workflows. To create a new workflow, click New Workflow.
The Workflows List
Creating a New Workflow
To create a new workflow, click the New Workflow button.
# |
Element Name |
Description |
|---|---|---|
1 |
Workflow ID |
The ID entered becomes part of the URL used to access any submit forms created. You can only use lowercase letters in the ID, and the ID must be unique to all configurations within iService (including other configurations such as chat). |
2 |
Workflow Label |
The label is displayed in the Workflows List and should be descriptive. |
3 |
Paste Workflow |
You can import workflows by pasting them into this text box. All of the components will be automatically created, and you will use the Object Mapping page to set the values for things like topics, properties, and agent lists. |
Creating a new workflow
Editing Workflows
The Workflows user interface includes these components.
# |
Component Name |
Description |
|---|---|---|
1 |
Basic Setup |
The Basic Setup tab defines the label displayed and whether the workflow requires a tag to be set on interactions. |
2 |
Panels |
Your workflow will contain various panels for things like customer submit forms, agent submit forms, and custom answer panels for agents when interacting with questions in the workflow. |
3 |
Text Blobs |
Your workflow might includes various notification messages sent to customer and agents. You define that text in this tab. |
4 |
Data Files |
You can upload an Excel spreadsheet for use within the workflow. For example, upload a price list and use it within a price estimation workflow step. Create your file definition and upload your file in the Data Files tab. |
5 |
Object Mappings |
Workflow configurations are designed to be reused, so the mapping to your tenant specific data is separate from the configuration. The mappings page allows you pick the topics, properties, etc. that are specific to your tenant configuration. This allows you to create a workflow for one iService Segment and then share it with other segments. Or, you can import a workflow provided by One-to-One Service and use the mappings page to link it to the proper settings. |
6 |
Copy to Clipboard |
Use the Copy to Clipboard option to export a configuration. You can then import the workflow directly into another tenant by pasting it into the Paste Workflow text box. |
7 |
Use Ticket Tag |
A special user interface with custom action buttons can be provided to agents that interact with the workflow item, like approve and reject buttons. You can limit the use of the customer panel based on a topic, a tag, or require both the topic and the tag. |
