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Automate the Boring Stuff: A Guide to Customer Support Workflows

Automate the Boring Stuff: A Guide to Customer Support Workflows

Free Your Team to Do What They Do Best: Be Human.

How much of your support team's day is spent on repetitive, manual tasks? Tagging tickets, routing conversations, sending follow-up emails... it's a drain on time and morale. What if you could automate it all? With Nviti.ng's Workflows, you can.

What Are Workflows?

Workflows are simple "if this, then that" rules that automate actions based on triggers and conditions. Our visual workflow builder makes it easy to create powerful automations without writing a single line of code.

Powerful Workflow Recipes You Can Use Today

1. The Smart Triage Workflow

  • Trigger: A new conversation is started.

  • Condition: The message contains the word "refund" or "billing."

  • Action: Automatically tag the conversation as "Urgent" and assign it to the Billing department.

Result: Critical financial issues get to the right person instantly, without manual sorting.

2. The Proactive Handover Workflow

  • Trigger: A conversation is in progress with an AI assistant.

  • Condition: The customer's sentiment is detected as "Angry" for two consecutive messages.

  • Action: Escalate the chat to a human agent and send an internal notification to the support manager.

Result: You prevent customer frustration from boiling over by intervening at the perfect moment.

3. The Post-Interaction Survey Workflow

  • Trigger: A conversation is marked as "resolved."

  • Action: Wait 1 hour.

  • Action: Send an automated WhatsApp message: "Thanks for chatting with us! How did we do? Please rate your experience from 1-5."

Result: You gather valuable feedback consistently and automatically, without any effort from your team.

The Power of Automation

These are just a few examples. With Nviti.ng, you can connect to external APIs, add delays, and create complex, multi-step workflows that streamline your entire support process. By automating the mundane, you free up your talented human agents to focus on the complex, high-value conversations where they truly shine.

Stop wasting time on repetitive tasks. Start building a more efficient and intelligent support system with Nviti.ng Workflows.