Workflows are an excellent tool that we frequently use for our custom bot and back-office operations. I would like to suggest a few enhancements we find missing in our work and could improve them.
- Custom triggers - the ability to trigger a workflow based on different activities or attributes. for example, a change in a user data attribute , a back office ticket closed or reopened, or a teammate status change.
- Additional actions - one example is a code block, which would be very helpful for custom functions. Other examples are opening or closing a ticket, reopening a conversation, random split (for example, randomly assigning a conversation to several teammates and not teams), and setting people's data.
- Additional filters - some of the filters we searched for - customer has any open conversations/back office ticket, customer has contacted x times in the last x hours/days, “customer visits a page” filters to the customer visits a page trigger, is the conversation linked to a back-office/tracker ticket.
- Additional dynamic parameters - such as conversation ID and intercom's user ID.
- A link as a reply button.
- Loopback flow - the ability to go to a different flow and return to the same point in the original flow.
- Version management - the ability to restore older versions.
- Duplicating a workflow from the test environment - We usually test workflows first in our test environment, having the option to duplicate it to our regular workspace will be very efficient.
- The ability to publish a flow with "floating" not connected boxes.
- Pause/publish workflows from the workflows home page.
