Action Types

There are many types of actions that can be performed from the Workflow Manager

The most important ones are:

Empty: this type is very useful because you can use it to describe the reason for the NEXT type. Also, it can be used to trigger the extra actions at the bottom of the page.

Note: this type is used to add a note to the contact from the selected agent maybe to document the action or any other purpose.

Task: this action will create a task for the Contact and will be assigned to the Agent selected, or if the Agent field is empty to the Agent that is assigning the Workflow.

Task Group : this action will create a Task Group (a group of tasks) to the Contact and will be assigned to the Agent selected, or if the Agent field is empty to the Agent that is assigning the Workflow. Task Groups can be created by clicking the G icon in the Task Manager area (hover the mouse on the G icon for instructions.)

Email: this action type will send an email from the Agent selected in the action line. When you select the this type you will select the email to send from a list.

Auto-responder: this action type will set an auto-responder to the assigned contact using the Agent selected, and if the Agent field is empty, the Agent will be assigned when workflow is assigned to the contact.

SMS Message : this action type will send a text message to a mobile phone. You must subscribe to Twillio.com to use this option and setup your Twillio coordinates in the Setup->Internet area of the program.

SMS Voice : this action type will send a computerized voice message to a mobile phone. You must subscribe to Twillio.com to use this option and setup your Twillio coordinates in the Setup->Internet area of the program. It is possible to personalize the message using merged symbols in the Template Manager.