Workflows
Configure your rules to manage your customer interactions according to your business logic
IN BRIEF
Workflows are at the heart of orchestrating your customer interactions in Fullwhere.
They allow you to define automation logic, such as:
define automatic alerts
automatically assign interactions to users
generate AI responses
manage the sending of automatic responses.
Fullwhere workflows rely on a visual engine that allows you to freely arrange Condition-type and Action-type nodes.
This great flexibility allows you to reproduce your internal logic in Fullwhere workflows to best personalize the management of your customer interactions.
ACCESS RIGHTS
To modify the Workflows in your Fullwhere space, you must be a supervisor member with Administrator rights.
Go to Automations > Workflows in the main navigation bar on the left side of your screen.
Your Workflows
The Workflows in your Fullwhere space are displayed in the Workflows table. You can easily find a workflow using the text search bar or the filters Status and Created by.
The Workflows table displays the following information in columns:
Name
Name assigned to your workflow
Status
Active / Inactive
Created by
User of your account who created the workflow
Creation date
Creation date of your workflow
Modification date
Date of the last modification made to your Workflow
To create a Workflow, click the "Create a workflow" button at the top right of your screen. To edit an existing Workflow, click the row corresponding to your Workflow in the table. To delete a workflow, click the three small dots at the end of the row in the workflows table and click Delete.
The trigger
When you create a Workflow, the first step is to configure its trigger. The trigger lets you set conditions that will define the interactions that trigger this workflow, and therefore for which the various actions in your workflow can be executed.
To define your trigger, click the blue card "Trigger - Incoming interaction".
In the panel that opens on the right, you can add a Note to your trigger; it will be visible on your workflow graph. Adding a Note can be useful to indicate to your teams the conditions defined in your trigger.
Once your trigger is defined, you can configure the next steps of your Workflow by setting up Nodes. Click the ⊕ button at the output of your trigger to define the next step, which can be:
a logical condition
an AI condition
an action.
Logical conditions
Logical conditions are Condition-type Nodes that allow you to route your customer interactions according to specific fields and values, for example by using the Rating, the Text, or the keywords of your customer interaction.
Access the list of available logical conditions.
Once you have added a logical condition Node to your Workflow, click it to configure the Node's conditions.
In the panel that opens on the right, you can add a Note to your condition node; it will be visible on your workflow graph, allowing you to easily identify your condition node.
Using the condition add buttons, you can configure the conditions and groups of conditions that define your Node.
When a customer interaction passes through a conditions Node, the conditions are checked and the output value is either "True" or "False".
On your logical condition Node, click the "⊕ True" button to define the next steps (condition or action) of your workflow for customer interactions for which your conditions are true/validated. On your logical condition Node, click the "⊕ False" button to define the next steps of your workflow for customer interactions for which your conditions are false/invalidated.
AI conditions
AI conditions are condition Nodes that allow you to route your customer interactions based on scenarios expressed in natural language.
Once you have added an AI condition Node to your Workflow, click it to configure it.
In the panel that opens on the right, you can add a Note to your AI condition node; it will be visible on your workflow graph, allowing you to easily identify your condition node.
In the "Prompt" section, define in natural language the scenario that the AI should check.
When a customer interaction passes through an AI conditions Node, it will be compared to your Prompt using an LLM. If the LLM determines that your customer interaction matches your Prompt, it will return the value "True", otherwise the value "False".
On your AI condition Node, click the "⊕ True" button to define the next steps (condition or action) of your workflow for customer interactions for which your AI condition is true/validated. On your AI condition Node, click the "⊕ False" button to define the next steps of your workflow for customer interactions for which your AI condition is false/invalidated.
Actions
Following your trigger, a logical conditions Node, or an AI conditions Node, you can add one or more action Nodes.
At the output of your Trigger, click the "⊕" button then "Action". At the output of a conditions Node, click the "⊕ True" or "⊕ False" button then "Action".
These Nodes define actions that will automatically be applied to the customer interactions for which they are executed. Actions can be of different types and can each be configured according to your needs.
Once you have added an action Node to your Workflow, click it to configure it.
In the panel that opens on the right, you can add a Note to your AI condition node; it will be visible on your workflow graph, allowing you to easily identify your action node.
Then select the type of action you want to configure:
Notify users
The "Notify users" action allows you to send an email notification to users of your choice.
Recipients panel
The recipients panel allows you to configure the users who should be notified by your action Node.
Click on "Add recipients", then search for and select the users to add.
You can also notify users based on the Area (Brand, Location, Location Group) concerned by the customer interaction.
To define specific users for your brands, click on "Brands +".
You can "Choose brands" to add brands to your action Node and define the recipients to notify for that brand. You can also use the "Prefill from settings" option. In this case, we will create the notification logic for you based on your brands and the users who have rights on your brands.
You can perform this operation for Locations and Location Groups.
Notifications panel
In the Notifications panel, you can select the channels to use for sending notifications: Email and WhatsApp.
Email:
the email subject
a possible custom Message (optional) for the recipients, which will be displayed in the header of the received email.
WhatsApp: WhatsApp notifications can be sent to selected users who have WhatsApp and who have saved their phone number on their Fullwhere account.
WhatsApp sends are subject to additional billing. Please contact your account manager for more information.
Assign users
The "Assign users" action allows you to assign a customer interaction to users of your choice.
Assignment determines the users for whom a customer interaction will be present in the main view "My Inbox".
Click on "Add users", then search for and select the users to add.
You can also assign users based on the Area (Brand, Location, Location Group) concerned by the customer interaction.
To define specific users for your brands, click on "Brands +".
You can "Choose brands" to add brands to your action Node and define the users to assign for that brand. You can also use the "Prefill from settings". In this case, we will create the assignment logic for you based on your brands and the users who have rights on your brands.
You can perform this operation for Locations and Location Groups.
Generate an AI response
This action allows you to generate a response using an AI agent previously configured on your account.
General settings
Associate an AI agent
Select theAI agent that your action will use to generate a response. Your agent must have been configured beforehand.
Response channel
This setting allows you to select the channel on which you want to reply to your customer.
Customer channel: the response channel will correspond to the default response channel of the interaction Email: your response draft will be generated to be sent by email. You can then specify advanced settings specific to the Email channel. SMS: your response draft will be generated to be sent by SMS. You can then specify advanced settings specific to the SMS channel.
Automatic sending of the response
Yes : your response draft will be sent automatically. You can then define the sending settings: - the sending delay - the days of the week when responses must be sent - the time slot during which responses can be sent.
No : your response draft will simply be generated but will not be sent automatically.
Advanced settings
Additional instructions for your AI agent This field allows you to specify additional instructions for your AI agent, which will only be taken into account by this response generation action. This setting can allow you to specialize your AI agent according to your different scenarios. You can use variables to dynamically specify context to your AI agent.
Provide your AI agent with the interaction history By enabling this setting, your AI agent will be able to use the entire conversation to generate the response, and not just the last message received. This setting is enabled by default. It is recommended to enable this setting for conversation-type interactions (email, private messages...).
If you have defined the response channel as Email, you can configure specific advanced settings:
Sending email address: allows you to define the email address of your account that will be used to send the response
Email sender: allows you to configure the sender name of your email, which will be displayed in the recipient's mailbox. You can use variables to use a dynamic Sender depending on your brands or locations.
Additional recipients: you can specify recipients (To or CC) who will be added to the email thread
If you have defined the response channel as SMS, you can configure specific advanced settings:
SMS sender: the name displayed when the SMS is received by the recipient
Additional recipients: you can specify recipients who will also receive the SMS.
Language settings
The Language tab of the Generate an AI response action allows you to control the language in which the response will be generated. You can define a priority order between several language sources so that Fullwhere automatically determines the most appropriate language.
Four sources can be used:
Customer language : the language associated with the customer profile.
Interaction language : the language detected in the received message.
Location language : the default language of the location linked to the interaction
Brand language : the default language of the brand linked to the interaction
These options can be prioritized. For example, you can choose to reply first in the language of the received message, and if it is not detected, use the customer's language.
You can also define a default language. This language will serve as a fallback if none of the configured languages (customer language, interaction language, location language, or brand language) is available or detected.
If only a default language is defined in the action, then all generated responses will automatically be produced in that language.
Create a manual response
The response creation action allows you to create a response draft using a fixed response template.
This action can be used if you always want to respond with the same reply for a specific scenario.
Response channel
This setting allows you to select the channel on which you want to reply to your customer.
Customer channel: the response channel will correspond to the default response channel of the interaction Email: your response draft will be generated to be sent by email. You can then specify advanced settings specific to the Email channel. SMS: your response draft will be generated to be sent by SMS. You can then specify advanced settings specific to the SMS channel.
Automatic sending of the response
Yes : your response draft will be sent automatically. You can then define the sending settings: - the sending delay - the days of the week when responses must be sent - the time slot during which responses can be sent.
No : your response draft will simply be generated but will not be sent automatically.
Switch to manual mode
This action allows you to switch the mode of an interaction to Human, which means that automatic response sending will not be allowed for this customer interaction.
From the moment this action is executed for a customer interaction, no response can be sent automatically anymore for this customer interaction.
To reactivate automatic response sending for a customer interaction, see Inbox.
Setting up this action may be useful to delegate the handling of certain customer interactions to your teams.
For more information on how an interaction's Mode works, see this dedicated section.
Set attributes
The attributes are custom fields that you can add to your Fullwhere workspace.
The Set attributes action allows you to automatically define the value of some of your attributes directly from a workflow.
If you configure via a workflow the value for an attribute for which AI detection is enabled, the values assigned by your workflow will overwrite any potential values found by AI
Configure values
For each selected attribute, you must select or enter the value or values to assign to your interaction.
For Multiple selection type attributes, indicate whether or not you want to Overwrite values already present. If, at the time of analysis, a customer interaction already has values for a given attribute, two behaviors are possible:
Overwrite values already present: values already assigned by a workflow or a user will be replaced by those defined in your action
Do not Overwrite values already present: the values defined in your action will be added to those already assigned by a workflow or a user.
Archive the interaction
This action allows you to automatically archive a customer interaction. Once archived, a customer interaction will no longer be visible in your Fullwhere Inbox. Archived interactions can be viewed in the "Archived" view.
Set the interaction status
This action allows you to define the status of your interaction once processed by your workflow.
The status of your interaction can be set to Pending, Processed, or Ignored.
Use cases:
Processed : for example, this can be useful when, despite a customer reply, you consider that the interaction is finished
Pending : can allow you to keep your customer interaction in Pending status even if a response is sent automatically.
Ignored : allows you not to respond to a customer interaction. Unlike the Processed status, this status does not affect your processing statistics.
If your workflow includes an action for generating or creating a response with automatic sending, the interaction status automatically changes to Processed when the response is sent. For it to remain Pending, you must add an action explicitly setting this status.
Add a delay to an action
Adding a delay to your action allows you to postpone its execution into the future.
To configure a delay, click the action to modify, then at the top right click the 3 small dots and in the dropdown menu click on Add a delay.
Action delay: determines the delay after which an action must be executed
Days: the action will only execute on the selected days. If the workflow is triggered on a non-selected day, execution of the action will be postponed until the next valid day.
Trigger time slot: the action will only execute within the defined time slot. If the workflow is triggered outside this time, execution of the action will be postponed until the next valid time slot.
When an action has a delay, it bears the indicator .
To modify an action delay, click the indicator at the top right of the action configuration panel.
To remove a delay, click Remove delay in the delay configuration panel.
Use cases
An action delay may for example be necessary if you want to keep your customer interaction in the "Pending" status after sending an automatic response.
To do this, add a response generation action and a status definition action to your Workflow.
Then define a delay of a few minutes on your status definition action.
List of logical conditions
Conditions relating to the interaction
Source
Initial source of the customer interaction
Message channel
Source of the new incoming message within a conversation
Rating
Rating out of 5 (for reviews and satisfaction surveys)
Text content
Text content
Sentiment
Sentiment detected in the text
Themes
Themes detected in the text
Emotions
Emotions detected in the text
Text size
Text length in number of characters
Categories
Categories detected according to your keywords
Brand
Brand of the customer interaction or of the interaction's location
Location
Location of the customer interaction (if present)
Location group
Location groups of the interaction's location (if present)
Contact address
Email address that received the incoming email
Language
Language detected in the text
Form
Advanced conditions on contact forms.
Survey
Advanced conditions on satisfaction surveys
Sevenrooms
Allows the use of subfields specific to this provider
Zenchef
Allows the use of subfields specific to this provider
Sunday
Allows the use of subfields specific to this provider
Booking
Allows the use of subfields specific to this provider
Message attributes
Allows conditions to be triggered on custom attributes.
Contact form - Advanced conditions
Form name
Form of the contact form that received the interaction
Response
Allows filtering on the responses given to the different form questions*.
Enabled
Online / Offline status of the form
*When you use the advanced "Response" condition for Contact Forms, you are prompted to select the form field and the possible values for which you want your condition to be evaluated.
If within your Fullwhere space you have several forms with fields having the same name, your condition may be validated regardless of the form submitted by the customer, as long as it contains a field with that name. If you want to target a specific form, add a "Form name" condition.
Also, the values offered for the condition come from all fields with the same name across all your Fullwhere forms. Thus, for example, if several forms contain a field "Order type", the list displays the possible values coming from all forms combined.
Survey - Advanced conditions
Survey name
Survey of the contact form that received the interaction
Response
Allows filtering on the responses given to the different survey questions*.
Enabled
Online / Offline status of the survey
Public access
Public or private survey
Solicitation channel
Survey collected by Email, SMS or WhatsApp
*When you use the advanced "Response" condition for Surveys, you are prompted to select the survey field and the possible values for which you want your condition to be evaluated.
If within your Fullwhere space you have several surveys with fields having the same name, your condition may be validated regardless of the survey completed by the customer, as long as it contains a field with that name. If you want to target a specific survey, add a "Survey name" condition.
Also, the values offered for the condition come from all fields with the same name across all your Fullwhere surveys. Thus, for example, if several surveys contain a field "Order type", the list displays the possible values coming from all surveys combined.
Conditions relating to the customer linked to the interaction
Phone
Customer phone number
Email
Customer email
Customer tag
Tags assigned to the customer
Description
Customer description
Zenchef
Allows the use of subfields specific to this provider
Zelty
Allows the use of subfields specific to this provider
Customer attributes
Allows conditions to be triggered on custom attributes.
Conditions relating to the transaction linked to the interaction
Origin
Source of the transaction
Amount
Transaction amount
Sevenrooms - Order
Allows the use of subfields specific to this provider
Zenchef - Order
Allows the use of subfields specific to this provider
Zelty - Order
Allows the use of subfields specific to this provider
Juxta - Order
Allows the use of subfields specific to this provider
Transaction attributes
Allows conditions to be triggered on custom attributes.
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