Hello,
We would like to suggest adding the ability to create shortcuts (or quick-access buttons) for launching specific reusable workflows directly from the conversation view.
Currently, to trigger a reusable workflow, an agent needs to open the reusable workflow menu and search for the required one using keywords. While this process does not take much time, it could be significantly faster and more efficient if agents could create dedicated shortcuts for the most frequently used workflows.
For example, our Support team regularly uses reusable workflows for:
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Closing conversations
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Applying internal regulations
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“Please wait” messages
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Sending apologies
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Granting individual promo using Data connectors
Having customizable buttons in the bottom panel of the chat that instantly trigger selected reusable workflows would noticeably speed up daily operations and reduce manual steps.
It would also be very helpful to have a dedicated greeting button, so agents do not need to type the same welcome message manually each time.
Overall, this enhancement would improve efficiency, reduce repetitive actions, and optimize agent workflows.
Thank you for considering this idea!