Workflows

Configure your rules to manage your customer interactions according to your business logic

list-check
lightbulb

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.

shield-check

ACCESS RIGHTS

To modify the Workflows in your Fullwhere space, you must be a supervisor member with Administrator rights.

Go to Automations > Workflowsarrow-up-right 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
Description

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.

1

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.

2

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.

circle-info

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.

circle-info

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

1

Associate an AI agent

Select theAI agent that your action will use to generate a response. Your agent must have been configured beforehand.

2

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.

3

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.

4

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.

1

Text of your response

Indicate the text that will be used to create your response draft. You can use variables to make your response template dynamic.

2

Response language

Indicate the language in which your response is written.

3

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.

4

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.

circle-exclamation
1

Select the attributes

In the Attributes to set dropdown menu, select the attributes for which your action must assign values.

2

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.

circle-info

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 bolt-lightning.

To modify an action delay, click the indicator bolt-lightning at the top right of the action configuration panel.

To remove a delay, click Remove delay in the delay configuration panel.

lightbulb

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

Name
Description

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

Name
Description

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

circle-info

*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

Name
Description

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

circle-info

*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

Name
Description

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

Name
Description

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.

Last updated