Workflows are ubiquitous in Gecko and it should come as no surprise that they are a tool at your GeckoBot's disposal, too. So whether you're wanting to apply a label, assign a conversation to an agent /team or anything in-between, the Workflow action skill can assist.
To get started, head to Bots > Skills > +Create skill before clicking the Workflow action card.
Be sure to give your skill a memorable name in the Skill title field, to enable you to identify it later on.
From here, choose the type of workflow that you'd like to trigger:
- Assign conversation to agent/team: assigns the conversation to the specified teams and/or agents.
- Trigger a message to the contact: allows you to send a pre-configured message to a contact.
- Add a note to the contact: adds an internal note to the student's contact record which only other Chat agents can view.
- Assign a tag to the conversation: add a pre-created tag to the contact.
Note that you can have multiple workflow actions trigger when your skill is invoked.
When you're happy with the automation you've set up, be sure to hit Save skill.
Any questions? Feel free to start a live chat with a member of our support team or explore the rest of our academy at your leisure.