IM Workflows - Custom Actions

IM Workflows - Custom Actions Gallery



Zoho Desk offers a set of functionalities to automate and simplify the customer support process. The workflows allow you to create customizable actions and to also write custom functions to automate any of your repetitive support workflows, reducing the manual data process.
 
The custom actions gallery lets you add workflow actions in addition to alerts, tasks, field updates, skills, and custom functions that are available by default. All you need to do is select or specify the required actions and their values to add the action to your workflow rule.
 
The two custom actions that can be associated with workflow rules are:
  • Notify via the Instant Messaging module - Send a message (notification) to the customer through the configured IM channels. This rule will only notify the customer, and the message will not be appended to the conversation sub-tab in the ticket module.
  • Reply via the Instant Messaging module - Send a message (reply) to customers through the configured IM channels. This message will also be appended to the conversation sub-tab in the ticket module.

Notify via the IM channels

Automatic notifications can be sent to the customers via the IM channels. These notifications will not be associated with any tickets, however, the notifications can only be viewed within the respective IM account.
 
Example Notifications: For booking confirmations, reminders on subscription plan renewal, or any due for periodic payments, these can be sent to the customers via the IM channels.
 
Steps to send notifications via Instant Messaging
  1. Click the Setup icon ( ) in the top bar.
  2. Under Automation, click Workflows.
  3. On the Workflow Rules page, click Create Rule.
  4. On the New Workflow page, enter the required fields under Basic Information.
  5. Choose the action to trigger this action under Execute On.
  6. Then specify the criteria to execute the rule in the Criteria sections. Refer to Creating workflow rules for more information on this section.
  7. In the Actions section, click the Add icon and select Notify via Instant Messaging from the drop-down list.


      8. On the Notify via Instant Messaging page, enter the Name for the action.
Note: The Record ID field that denotes the ticket's ID is auto-populated.
      9. Choose an IM Account from the drop-down list.
      10. Select a Template message from the drop-down list that you want to send as a notification.
      11. Click Save.

Reply via Instant Messaging

Agents can now send automatic responses to tickets through configured IM channels such as WeChat, Line, Whatsapp, and Telegram. The selected reply will be automatically associated with the ticket, enabling the agents to follow up in future conversation threads, as well as to establish a connection with their customers.
 
Example Responses: When a customer inquires about their shipment, an auto-response can be sent with the product code, delivery date, status, and tracking details.
  1. Responses from the Telegram, LINE, and WeChat channels can only be sent as a response to an existing customer's ticket.
  2. Responses from the WhatsApp channel can be sent as a response to an existing customer's ticket as well as a reply message to the associated WhatsApp number mapped to the customer's contact details.
Steps to send replies via Instant Messaging
  1. Click the Setup icon ( ) in the top bar.
  2. Under Automation, click Workflows.
  3. On the Workflow Rules page, click Create Rule.
  4. On the New Workflow page, enter the required fields under Basic Information.
  5. Choose the action to trigger this action under Execute On.
  6. Specify the criteria to execute the rule on the Criteria sections. Refer to Creating workflow rules for more information on this section.
  7. In the Actions section, click the Add icon and select Reply via Instant Messaging from the drop-down list.


      8. On the Reply via Instant Messaging page, enter the Name for the action.
Note: The field Record ID that denotes the ticket's ID is auto-populated.
      9. Choose the IM Account from the drop-down list.
      10. Select a Template message from the drop-down list that you want to send as a notification.
      11. Click Save.

Once you associate the reply and notify via Instant Messaging Custom Actions into your workflow rules, all the associated rules will be listed under the Active section. If you hover on the active rule, you can see three options:
  • Delete the rule
  • Edit the rule
  • Deactivate the rule
Choose the option that you wish to perform and confirm once the required modification is done.

Read a feature story - Make it easy with workflows


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