Automatic Workflow

There are two types of Workflow in Fluent Support – Manual and Automatic. In this article, we will cover how to create an Automatic Workflow in Fluent Support.

  • First, navigate to the Workflows tab from the Fluent Support dashboard. Click on the Add New Workflow button on the top right of the screen.
Fluent Support automation
Add New WorkFlow
  • It will open a popup to create a new Workflow, where you have to set your Workflow Name and select the type. In this case, we will select the option Automatic and click the Continue button.
workflow setting Fluent Support
Automatic Workflow

  • Now, you have to set a trigger for your Workflow. Currently, there are three triggers – On Ticket Creation, On Customer Response & On Ticket Closed. Based on the trigger that you set, the Workflow will automatically run.
Workflow Trigger
Workflow Trigger
  • So, if you use the trigger – On Ticket Creation, then the Workflow will automatically run each time a ticket is created.

After that, you have to set a condition based on which the Workflow will be triggered. You can set multiple conditions using the AND and OR options. Right now, you will find these options here to set conditions for your Workflow.

Customer

  • Customer First Name
  • Customer Last Name
  • Customer Email

Message

  • Ticket Title
  • Message Content
  • Attachments
  • Added Time Range
  • Added Date Range

Ticket

  • Ticket Priority (Client)
  • Selected Product
  • Mailbox

Fluent CRM

  • Customer CRM Tag(s)
  • Customer CRM List(s)
Fluent Support workflows
Workflow Trigger
  • After setting up the conditions, it’s now time to set up Workflow Actions. You can set multiple actions if needed.

You can set the following Actions –

  • Add Response
  • Assign Agent
  • Add Internal Note
  • Close Ticket
  • Add Tag(s)
  • Delete Ticket
  • Block Ticket Submitter (Customer)
  • Trigger Outgoing Webhook
  • Add Bookmarks
  • Change Mailbox
  • Add To FluentCRM Tag(s)
  • Add To FluentCRM List(s)
  • Remove From FluentCRM Tag(s)
  • Remove From FluentCRM List(s)
Fluent Support workflows
Select Action
  • Remember to publish the Workflow after setting up all the actions. You can publish it by turning on the toggle button on the top right, next to the Update Workflow button.