Workflows
Configure your rules to best manage your customer interactions
IN BRIEF
Workflows are the heart of orchestrating your customer interactions in Fullwhere.
They allow you to define automation logic, such as:
set automatic alerts
automatically assign interactions to users
generate AI responses
manage sending automatic replies.
Fullwhere workflows rely on a visual engine that lets you freely arrange nodes of type Condition and type Action.
This great flexibility allows you to reproduce your internal logics in Fullwhere workflows to best customize the management of your customer interactions.
Go to Automations > Workflows in the main navigation bar on the left of your screen.
Your Workflows
The Workflows of your Fullwhere space are displayed in the Workflows table. You can easily find a workflow using the text search bar or 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 on your Workflow
To create a Workflow, click the "Create workflow" button at the top right of your screen. To edit an existing Workflow, click on the row corresponding to your Workflow in the table.
The trigger
When you create a Workflow, the first step is to configure its trigger. The trigger allows you to set up conditions that will define the interactions that will trigger this workflow, and for which the various actions of your workflow can be executed.
To define your trigger, click on the blue card "Trigger" - "Incoming interaction".
In the pane that opens on the right, you can add a Note to your trigger; this will be visible on your workflow diagram. Adding a Note can for example be useful to indicate to you and your teams the conditions defined in your trigger.
Once your trigger is defined, you can configure the next steps of your Workflow by configuring Nodes. Click the ⊕ button coming out 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 based on specific fields and values, for example using the Note, Text, or keywords of your customer interaction.
Once you have added a logical condition Node to your Workflow, click on it to configure the Node's conditions.
In the pane that opens on the right, you can add a Note to your condition node; this will be visible on your workflow diagram, allowing you to easily recognize your condition node.
Using the add condition buttons, you can configure the conditions and condition groups that define your Node.
When a customer interaction passes through a condition 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/verified. 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 on it to configure it.
In the pane that opens on the right, you can add a Note to your AI condition node; this will be visible on your workflow diagram, allowing you to easily recognize your condition node.
In the "Prompt" section, define in natural language the scenario that the AI should verify.
When a customer interaction passes through an AI condition Node, it will be confronted with your Prompt using an LLM. If the LLM judges 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" to define the next steps (condition or action) of your workflow for customer interactions for which your AI condition is true/verified. On your AI condition Node, click the "⊕ False" 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 condition Node, or an AI condition Node, it is possible to add one or more Action Nodes.
From the output of your Trigger, click the "⊕" button then "Action". From the output of a Condition Node, click the "⊕ True" or "⊕ False" button then "Action".
These Nodes define actions that will be automatically applied to the customer interactions for which they are executed. Actions can be of different types and each can be configured according to your needs.
Once you have added an Action Node to your Workflow, click on it to configure it.
In the pane that opens on the right, you can add a Note to your AI condition node; this will be visible on your workflow diagram, allowing you to easily recognize 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 "Add recipients", then search for and select the users to add.
You can also notify users based on the Zone (Brand, Location, Group of locations) concerned by the customer interaction.
To define specific users for your brands, click "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 option "Pre-fill from settings". In that case, we will create the notification logics 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.
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 appear in the main view "My Inbox".
Click "Add users", then search for and select the users to add.
You can also assign users based on the Zone (Brand, Location, Group of locations) concerned by the customer interaction.
To define specific users for your brands, click "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 option "Pre-fill from settings". In that case, we will create the assignment logics 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 a response
This action allows you to generate a response using an AI agent previously configured on your account.
General settings
Response channel
This setting allows you to select the channel on which you want to reply to your customer.
By default: the response channel will correspond to the channel on which the customer interacted with your brand Email: your response draft will be generated to be sent by email. You will then be able to specify advanced settings specific to the Email channel. SMS: your response draft will be generated to be sent by SMS. You will then be able to 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 should be sent - the time window 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 be taken into account only 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 provide 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 only the last message received. This setting is enabled by default. It is recommended to enable this setting for conversational type interactions (email, private messages...).
If you have set the response channel to Email, you can configure advanced settings specific to it:
Sending email address: allows you to set the email address of your account that will be used to send the response
Email sender: allows you to configure the name of the sender of your email, which will appear 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 loop
If you have set the response channel to SMS, you can configure advanced settings specific to it:
SMS sender: the name that appears 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 action allows you to control in which language the response will be generated. You can set a priority order between multiple language sources so that Fullwhere automatically determines the most appropriate language.
Two sources can be used:
Customer language: the language associated with the customer's profile.
Interaction language: the language detected in the received message.
These options can be prioritized. For example, you can choose to reply first in the language of the received message, and if that is not detected, to use the customer's language.
You can also set a default language. This language will serve as a fallback if none of the configured languages (customer language or interaction language) is available or detected.
If only a default language is set in the action, then all generated responses will automatically be produced in that language.
Create a response
The create response action allows you to create a response draft using a fixed response template.
This action can be used if you always want to reply with the same response for a specific scenario.
Response channel
This setting allows you to select the channel on which you want to reply to your customer.
By default: the response channel will correspond to the channel on which the customer interacted with your brand Email: your response draft will be generated to be sent by email. You will then be able to specify advanced settings specific to the Email channel. SMS: your response draft will be generated to be sent by SMS. You will then be able to 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 should be sent - the time window 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 an interaction's mode to Human, which means that automatic sending of responses will not be allowed for that customer interaction.
From the moment this action is executed for a customer interaction, no further responses can be sent automatically for that customer interaction.
To reactivate automatic sending of responses for a customer interaction, see Inbox.
Implementing this action can be useful to delegate the handling of certain customer interactions to your teams.
For information on how an interaction's Mode works, consult this dedicated section.
Tag a customer
This action allows you to automatically add a tag to the customer attached to the customer interaction. Multiple tags can be assigned to a customer within the same action.
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.
Process without replying
When necessary, you can ignore a customer interaction using the "Process without replying" action. This action will change the status of the customer interaction to "Processed" without any response being generated or sent.
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