Overview
Think of them as your predetermined flows or scripts that your users should follow.
Creating a New Workflow
To create a new Workflow, select New Workflow from the Workflow settings page.
Name your new Workflow, then select the type of Workflow you would like to create and select Create Workflow.
Workflow Types
Guide allows you to define your support processes and resources so your team can deliver consistent customer experience on multiple channels.
Phone Workflow
Phone Workflows are ideal for contact center lead generation or customer support. Link phone conversations, structure your live conversations and give your agents the tools they need to stay in control of conversations and guide them down a pre-determined path to resolution.
Note: Integrate these Phone Workflows with your phone systems and dialer with ease. Post information to tickets, capture variable data, and post to any system via HTTP or Json.
Email Workflow
Receive & send emails with this Workflow. Give your team contextual responses and resources to efficiently respond. A popular solution for customer support and back-office use. Automatically create tickets when the assigned and unique email address associated with this Workflow receives a new email.
Chat Workflow
Connect your chat conversations with your ticket documentation. A useful feature for operations that support chat support.
Self-Service
Put logixx Guide to work when you are not. Ideal for creating or updating existing client information on a self-serve basis. Simply email or text your hosted Workflow with your client to fill out at a time convenient for them. You can also share troubleshooting techniques directly with your customers through an online knowledge base.
Workflow Templates
You also have the option to clone an existing Workflow Template. This option requires a previously created Workflow to be set as a template by selecting the Create Template option inside the Workflow configuration page.
To create a workflow using an existing template, click on the gray Create from Template button and then select the appropriate template.
Workflow Configuration
Configure and update a workflow by selecting the Edit option from any Workflow management page.
Note: Before starting, we recommend creating a diagram for the expected Workflow to visualize the process.
Workflow Elements
Elements are a set of optional functions that are selectable during the configuration process. Elements can be added to any Workflow by simply dragging and dropping them to the desired Group or Step during the Workflow design process.
Blurb: Use Blurbs when needing to add content to workflows that are intended for your users to read.
Direction: Think of Direction as pointers to your end users while going through the Workflow. A way to separate sections of the script that should be read (Script Blurbs) & internal notes or “Directions.”
Note: Directions are commonly used for sales rebuttals.
Image: Import and embed images in your workflow using this element.
Help Topic: Share relevant, contextual information with users and customers.
Text Field: Text fields can be used for workflows that require the collection of data. Text fields have two optional settings that can be enabled from the Workflow builder page:
Smart Fill: Allows fields to use a variable as a default value.
If a user fills out a field called “Favorite Color” with the color Green and they go to a step that also has a field also called “Favorite Color”, then the second favorite color field will have the value Green, already entered. In this use case, this functionality is designed to reduce the need for an agent to enter the same information over and over again.
Generally speaking, we advise to leave it on. However, there are those edge cases where customers don't want a field to be auto populated or repeated in later Steps of a Workflow.
Note: Smart Fields can also be used for posting data to a logixx Guide Workflow. If you pass varContact_First_Name=Sam from an external system such as a CRM or Dialer, Sam will appear in any field called “Contact First Name”.
Required Fields: If enabled, workflow steps will require a value for these fields before branching to other steps within that workflow.
Number Fields: Similar to text fields, number fields can capture data but only in numerical format.
Multi Line Text Fields: Like Single text fields but with the added flexibility of multiple fields for capture adding data. A good use case would be sentence like inputs.
Telephone Field: Used to capture phone numbers.
Email: Used to collect email addresses.
Single Select: A good choice when needing to capture a single option from a list.
Multi Select: Similar to the Single Select element, it has the flexibility for multiple selections from a list.
Date Picker: Supports selection of a specific date.
Date Range Picker: Supports selection of a date range.
App Launcher: Useful tool when needing to open an external URL or trigger a payload to an external URL, similar to a webhook.
Schedule Callback: Used to set call-back reminders internally or with logixx CRM and Voice.
Attach File: Ideal for workflows where required to upload a document or audio file.
Auto Document: Adds hidden information to Workflow that is not visible to users or clients.
Location Picker: If the Locations feature in the user settings menu is enabled, this Element supports assignment of Tickets to a specific "Location".