Creating a Workflow

Create a Workflow

1. Navigate to the Workflows Page

2. In the left sidebar, click on + Add Workflows, which takes you to the workflow creation page.

3. Define Main Settings:

   • Workflow Name: Assign a clear, descriptive name for your workflow like "IgniteTech Support".

   • Manager Name: Enter the name of the person who's managing this workflow.

   • Manager Email: Enter the email address of that person.

   • Calendar link: Add a calendar link for scheduling a meeting, which is optional.

   • Group: Select a group or create a new one if needed, such as "Support".

4. Configure Email Settings:

   • Choose an "Email Persona" that you want this workflow to use.

   • Choose the "Response Mode" for the workflow. Choose from either:

     • "Draft": allow you to review the email before sending.

     • "Send": response will be sent automatically

     • "Intelligent Response Mode" (IRM): AI will decide when to draft or send the response automatically. More Info

5. [Optional] Click the Advanced tab to open additional options:

   • Customize the tone of the response by writing your desired response. For example, "Be very direct, as how a support agent would be".

   • Configure smart filters by writing out unwanted emails. For example, "Ignore unsolicited emails, or notification emails".

   • Configure routing and actions by writing out escalation details. For example, "If there is an escalation, like a very angry or frustrated manager, route it to your manager".

6. Manage Knowledge:

   • Upload relevant documents by creating a new folder and selecting the documents from your computer. For example, upload documentation on your product.

   • You have a choice of uploading from your computer, Google Drive or OneDrive.

7. [Optional] Set Up Notifications:

   • Add email addresses to CC or BCC all responses to your workflow.

   • Add email addresses to receive Draft Notifications. This is optional.

8. Review and Create:

   • Review all the settings in the workflow overview section and confirm they are correct.

Switching On a Workflow

1. After the workflow has been created, you'll need to switch the workflow on for it to start working.
2. Click the switch in the left most column to turn the workflow on.
3. You can revisit and adjust your workflow at any time to optimize its performance.