Changelog

Workflows, SLAs and office hours

Workflows automate routing and first responses in Support. SLA policies set first-response and resolution targets, measured against your office hours.

Workflows

  • Automations built as a list of steps: a trigger, conditions and actions
  • Conditions on country, language, plan, ticket type, message keywords or conversation attributes
  • Actions that send customer-facing messages, wait on timers, call webhooks, apply macros and set attributes
  • Trigger for identified visitors opening a page you choose
  • Templates, dry runs before going live, and a version history for every change
  • Drag to reorder workflows within a trigger group and set which one matches first
  • Workflow effectiveness in reports

SLAs and office hours

  • One office-hours schedule with holidays, with customers shown when you'll be back
  • SLA policies for first response and for resolution that respect office hours and holidays
  • Countdown on each conversation in the inbox
  • Inbox sort that puts breaches first
  • SLA attainment in reports

Improvements

  • Quick switches to close spam automatically and apply a baseline SLA
  • Notes posted by a workflow are labelled with that workflow's name
  • Waiting steps stop when the customer replies or the conversation closes

Availability: Turn on Support in Settings > General. Workflows are in Settings > AI & Automation > Workflows, and office hours and SLA policies are in Settings > Support > Office hours and Settings > Support > SLA policies.