We’re currently running into some issues related to Workflows that are triggered from calls coming in.
What I’m not able to work out is how to successfully automate conversations created from phone calls. Specifically,
How can I automatically close conversations associated with calls that were abandoned in the queue
How can I associate SLAs with conversations associated with calls that have a follow-up action – e.g. listening to a voicemail / calling a customer back.
With 1 it doesn’t seem possible to have a catch-all action for the unmatched paths. For example, in one of my phone workflows I have:
A: Is an IVR Prompt C: Is a hold and assign B: Is voicemail
Ideally I’d want to be able to target the drop-offs with a ‘close conversation’ action
With 2, I’ve tried to add to an SLA workflow based on tags being added to the conversation, however it doesn’t seem to be triggering – I’m assuming because the tags are being added via a Workflow rather than a teammate.
Happy to be pointed in the right direction.
Tristan
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Hey @Tristan Kenney Jacques here from Support Engineering.
To automatically close Conversations abandoned in your workflow, you can set up your workflow to close the conversation after hanging up the call.
To do that, in the workflow editor, click on the "Hang up" action. This will open a panel where you can add follow-up actions, which will be applied after the call hangs up. You can select "Close conversation" to automatically close the conversation after the call hangs up.
Here's a screenshot of where to find that
Currently, it's not possible to auto-close conversations where the customer hangs up without completing the inbound call workflow - However, you could use a workaround to achieve this. In your phone workflow, for abandoned calls if you can apply a tag (example: abandoned) then you can create a separate workflow using that tag as an audience rule. You will use the "Customer has been unresponsive" and you can set how long you want the idle time to be before the workflow triggers. Then you simply just add the next step as "Close". This should close your conversations that have the tag after the customer is unresponsive for x amount of time.
Regarding applying an SLA, it's actually not currently possible to set SLA's for phone workflows at the moment But I will definitely pass this along as a feature request to the product team
AS a side note, you can always view your Call report here- the Median call in queue time should provide insight into how quickly calls are being answered/how long customers wait in the queue.
Hope this helps!
Hi @Jacques Reynolds
Thanks for that – you’ve confirmed a few of the assumptions I had which is good.
Re:
You will use the "Customer has been unresponsive" and you can set how long you want the idle time to be before the workflow triggers. Then you simply just add the next step as "Close". This should close your conversations that have the tag after the customer is unresponsive for x amount of time.
I’ve set up a workflow to trigger based on Customer has become unresponsive, however it doesn’t seem to be working.
My assumption is that’s because it’s not possible to target workflow’s against inactive Conversations that have come from the phone channel?
Jacques here from Support Engineering.
