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Create and Manage Workflows

To make CX management easy and effective, responding to Customer Feedback, looping in your team, resolving customer issues and preventing churn; can be automated with PXP Automation and Workflows.

Workflows are simply tasks or actions executed based on set triggers. Imagine replacing the manual work to manage feedback, get the team notified, close the loop with customer fully automated. That's exactly what you can do with PXP workflow module.

You can set up Workflow for responses received from different touchpoints and for every workflow, you can add conditions and choose if and when the workflow should be executed.

As a part of customer feedback automation, there are three types of Workflows you can set up in Press'nXPress platform.

  • Team Assignment Workflows: automatically assign or escalate response to Team members
  • Response Workflows: Mark Responses as closed, starred, urgent
  • Close Loop Workflows:send automated response to customer using templates that are pre-configured [response template] (./how-to-guides/contact-relation-management/response-template-management "Create and Manage Response Template").

Workflows will help you cut manual tasks, eliminate errors, allow you to address and reach out to each customer, and route the queries and negative feedback to the right people and teams to resolve issues and close the feedback loop quickly. PXP Workflow automation gives your team the time and the right tools to be more customer-oriented and focus on what matters — reaching out to the customers and resolving queries and issues to enhance Customer Experience.

[Note] To manage automated workflows you need admin access. Reach out to your Press’nXPress admin user if needed.

Create a workflow​

  1. Go to the dashboard and select Automation > Workflows from the menu.
  2. Click the Add Workflow button.
  3. Enter a name for the workflow. This will help find and manage it in future.
    • Step 1 - select the response and comment parameters that should trigger this workflow. Note at least one response and one comment parameter should be selected. Multiple selections are possible.
    • Step 2 - select the action that the workflow should perform. Depending on the action choose related action detail.
    • Step 3 - select the delay "in mins" between a feedback submission and the execution of the workflow for that response.
    • Step 4 - select touchpoints that this workflow should apply to when feedback is received from. This means this workflow will be applied only on selected touchpoints.
    • Step 5 - Review the generated workflow description based on the selection that is made before saving it.
  4. Click the Save button.

Press'nXPress Workflow Automation

After saving the workflow, it will go to the queue and execute on every feedback that will be received from that moment on and meets the trigger criteria and touchpoints selected. If you need to stop this workflow from execution, you have to set the status to Disabled.

Disable workflow​

  1. Go to the dashboard and select Automation > Workflow from the menu.
  2. For the workflow that you want to deactivate click the Edit button under Operation.
  3. Change the status to Disabled.
  4. Click the Save button.

Workflow List​

  1. Go to the dashboard and select Automation > Workflow from the menu.
  2. The existing workflows will be listed.
  3. It will show details such as name, status (active/disabled), last runtime.
  4. Click Edit Button under Operation to Edit or Disable a workflow
  5. Click View Button under Operation to see the history of workflow and summary of tasks completed by date in a modal window. By clicking an email address, the contact will open in a new window to see the details.

Workflow considerations​

  1. In the case of multiple workflows the workflows will be executed according to the following priority:
    1. Assign contact action
    2. Send reply email action
    3. Resolve action
  2. The workflow will only execute on contacts that have UNASSIGNED status.
  3. The workflow will apply to feedback that will be received after the workflow is created and meets the criteria.
  4. If workflow status is Disabled it will not execute.
  5. It is not possible to create a second workflow where the combination of Trigger, Action, and Touchpoint already exists. This will prevent conflicting workflows.
  6. If Action = "Assign Contact" then the workflow will assign a contact that meets the triggering criteria to the defined selects user from the contact team. The status of contact will change to ASSIGNED and the new feedback has UNREAD status.
  7. If Action = "Send Reply Email to contact" then the workflow will send the selected [response template] (email-template "Create and Manage Response Template") to the contact. After the email is sent, the workflow will update the contact status to RESOLVED.
  8. If Action = "Set status to resolved" then the workflow will update the contact conversation status to RESOLVED.

If you have any question contact support@ pxp.ai