IM Workflows - Custom Actions Gallery
- 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
- Click the Setup icon (
) in the top bar.
- Under Automation, click Workflows.
- On the Workflow Rules page, click Create Rule.
- On the New Workflow page, enter the required fields under Basic Information.
- Choose the action to trigger this action under Execute On.
- Then specify the criteria to execute the rule in the Criteria sections. Refer to Creating workflow rules for more information on this section.
- In the Actions section, click the Add icon and select Notify via Instant Messaging from the drop-down list.
Reply via Instant Messaging
- Responses from the Telegram, LINE, and WeChat channels can only be sent as a response to an existing customer's ticket.
- 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.
- Click the Setup icon (
) in the top bar.
- Under Automation, click Workflows.
- On the Workflow Rules page, click Create Rule.
- On the New Workflow page, enter the required fields under Basic Information.
- Choose the action to trigger this action under Execute On.
- Specify the criteria to execute the rule on the Criteria sections. Refer to Creating workflow rules for more information on this section.
- In the Actions section, click the Add icon and select Reply via Instant Messaging from the drop-down list.
- Delete the rule
- Edit the rule
- Deactivate the rule
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