In this document, we provide further examples of workflows for you:
Example Use Case: Navigating to the Product Page
The Simple-Action Workflow recognizes intentions in customer messages and then provides them with the desired information accordingly. If a customer asks for a specific product, they can be directed directly from the chat to the product page via the workflow.
Information about the product is stored in the database, and customers can then be redirected directly to the product page.
For example, ask which product your customers are interested in and save the output in an identifier. In the output, offer the customer the redirection to the product. Use the identifier in curly brackets {{ }} to display it in the text.
Additional commands can also be stored in the workflow to support this, for example the possibility of sending a note to the operator groups that the respective customer is interested in an item. This information can then also be noted in the backend using the note commands and the subject assignment of the conversation.
Example Use Case: Forwarding the Chat Conversation
In this use case, information about damaged products is queried in the chat and then forwarded by the workflow, with the conversation being sent in the form of a ticket either by email or directly to an operator in the live chat system. This eliminates the need for extensive back and forth writing.
The selection of forwarding functions allows great flexibility in the further processing of the complaint, guaranteeing seamless transitions and faster responses, as the service agents already receive all information in advance.
For forwarding options, there is the email and ticket forwarding (e.g. to Zendesk, Salesforce or other ticket systems).
By creating and inserting conditions, helpful hints for solving the problem can be given during the complaint process. Questions like: "Have you disconnected the device from the power?" may already solve problems.
Create the various criteria and queries you need to address the problem in the input. In the output, forward the conversation to the appropriate operator via email.
