It would be great to be able to select the phone/call channel in all workflows in addition to the only one currently available: “When a Customer Calls”, so that all other automations work/ workflows run when the conversation channel is phone.
From testing it appears that the only way that the phone channel changes on a conversation is if we message or email the customer AND the customer replies back, then whatever communication method the customer used to reply will be the new conversation channel and then workflows with that trigger (such as Web or Email) will run as usual.
- Example: Customer calls in (inbound call conversation) > follow up is required > agent sends a message or email to the customer > customer DOES NOT respond, so conversation channel remains as phone > no workflows run since the conversation channel is not Web or Email/ does not meet the current criteria available in workflow channel triggers
- Workflow use case: to send automated follow up messages to prompt the customer to see the agent’s response and respond if they still need help before we close the conversation
- Ideally: Customer calls > agent messages or emails > agent uses Macro to apply actions or manually chooses actions to trigger the follow up workflow > follow up workflow sends a message following up with the customer after wait/snooze for X hours > follows up again after another wait or snooze for X hours > closes conversation automatically if no response from customer is received > sends a CSAT
