Setting up automation workflows

Automation workflows is one of Reamaze's best features and one that you should definitely take advantage of. It can be tuned to do a wide variety of tasks for you. For the lack of a better phrase, it's our version of "set it and forget it".

Automation workflows starts with some conditions. Conditions are specific events you can define before, during, or after a conversation. For example, the customer's email address can be a condition. The customer message's subject line can be a condition. The custom form field that the customer selects can also be a condition. Conditions are added and created via triggers. Think of them as triggering events.

NOTE: Conditions can co-exist but creating too many and conditions will severely limit your workflow. Make sure you differentiate between and conditions and or conditions. Reamaze does not support 'or's between conditions because of two reasons:

  1. We support multiple workflows and it's much cleaner to manage them separately.

  2. It sidesteps any possible ambiguities for situations like "A or B and C". This is a highly ambiguous scenario and we'd hate for you guys to get confused by whether it's A + C, B + C, A vs B+C, B vs A+C. By having each 'or' as a separate workflow, there's no way to confuse anything or anyone.

Once a trigger's conditions are met, you can then tell the system to perform specific actions or commands. For example, automatically replying can be a command. Assigning it to a staff member can be a command. Tagging the conversation can also be a command.

NOTE: Commands can also co-exist with each other. As a matter of fact, we recommend using multiple commands so the workflow can do more for you in any given workflow.

Creating a workflow

  1. Select the brand the workflow is associated to. This will make sure the workflow only applies to conversations that arrive in that specific brand.

  2. Give the workflow a name. Use something specific rather than generic.

  3. Check the triggers box to enable conditions.

  4. Input your conditions one by one paying close attention to the and and or conditions.

  5. Under commands, pick from the dropdown what actions you want the system to perform.

  6. Click save and test your workflow!

Example workflows

  • Automatically reply to customers from a specific company or email domain

  • Automatically inserting a KB article reply and tagging the conversation for easy monitoring

  • Automatically assigning certain conversations to a staff member and leaving an internal note reminder