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:

• setting up automatic alerts
• automatically assigning interactions to users
• generating AI responses
• managing the sending of automatic responses.

Fullwhere workflows rely on a visual engine that lets you freely combine Condition and Action nodes.

This great flexibility lets you reproduce your internal logic in Fullwhere workflows to best customize how your customer interactions are handled.

ACCESS RIGHTS

To edit the Workflows in your Fullwhere workspace, you must be a supervising member with Administrator rights.

Go to Automations > Workflows from the main navigation bar on the left side of your screen.

Your Workflows

The Workflows in your Fullwhere workspace 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 on 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 up conditions that will define the interactions that trigger this workflow, and therefore those for which the various actions in your workflow can be executed.

To define your trigger, click the blue "Trigger - Incoming interaction" card.

In the panel opening 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 let you route your customer interactions based on specific fields and values, for example using the Note, Text, or even keywords in 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 opening on the right, you can add a Note to your condition node; it will be visible on your workflow graph, 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/checked. 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 let you 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 opening 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 recognize your condition node.

In the "Prompt" section, define in natural language the scenario that the AI must check.

When a customer interaction passes through an AI condition Node, it will be compared with your Prompt using an LLM. If the LLM considers that your customer interaction matches your Prompt, it will return the value "True", otherwise the value "False".

In the case of conversation-type interactions (WhatsApp, Email, etc.), the last received message as well as the conversation history will be sent to the LLM.

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/checked. 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.

From the output of your Trigger, click the "⊕" button then "Action". From the output of a Conditions 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. The 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 opening 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 recognize your action node.

Then select the type of action you want to configure:

Notify users

The "Notify users" action lets you send a notification by email or in the notification center Fullwhere to users of your choice.

1

Recipients panel

The recipients panel lets you configure the users to 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, Location Group) 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 this brand. You can also use the "Pre-fill 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 carry out 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, Fullwhere App, and WhatsApp.

Email

• the email subject
• a potential custom message (optional) for the recipients, which will be displayed in the header of the received email.

Fullwhere App Notifications sent on the Fullwhere App channel will be sent to users directly on the platform, in the notification center.

WhatsApp WhatsApp notifications can be sent to selected users who have WhatsApp and who have saved their phone number on their Fullwhere account.

WhatsApp sending is subject to additional billing. Please contact your account manager for more information.

Assign users

The "Assign users" action lets you 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, Location Group) 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 this brand. You can also use the "Pre-fill 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 carry out this operation for Locations and Location Groups.

Generate an AI response

This action lets you 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 previously configured.

2

Associate knowledge bases (optional)

Select the knowledge bases to use for response generation. You can add up to 5 knowledge bases to a response generation action.

3

Response channel

This setting lets you 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 Email-channel settings.
• SMS: your response draft will be generated to be sent by SMS. You can then specify advanced SMS-channel settings.

4

Automatic response sending

Yes : your response draft will be sent automatically. You can then define sending settings: - the sending delay - the days of the week on which 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.

5

Advanced settings

Additional instructions for your AI agent This field lets you specify additional instructions for your AI agent, which will be taken into account only by this response generation action. This setting can let you 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, 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...).

Provide your AI agent with conversation attachments By enabling this setting, your AI agent will be able to analyze attachments provided by your customers.

If you have set the response channel to Email, you can configure specific advanced settings:

• Sending email address: lets you define the email address of your account that will be used to send the response
• Email sender: lets you configure the sender name of your email, which will appear in the recipient's inbox. 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 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 lets you control in which language the response will be generated. You can define a priority order among 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 first respond 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 lets you create a response draft using a fixed response template.

This action can be useful if you always want to respond with the same reply for a specific scenario.

1

Your response text

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

2

Response language

Specify the language in which your response is written.

3

Response channel

This setting lets you 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 Email-channel settings. SMS: your response draft will be generated to be sent by SMS. You can then specify advanced SMS-channel settings.

4

Automatic response sending

Yes : your response draft will be sent automatically. You can then define sending settings: - the sending delay - the days of the week on which 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 lets you switch an interaction to Human, which means automatic response sending will not be allowed for this customer interaction.

From the moment this action is executed for a customer interaction, no further response can be sent automatically for this customer interaction.

To reactivate automatic response sending for a customer interaction, see Inbox.

Setting up this action can 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.

Define attributes

The attributes are custom fields that you can add to your Fullwhere workspace.

The Define attributes action lets you automatically set the value of some of your attributes directly from a workflow.

If you configure a value for an attribute via a workflow for which AI detection is enabled, the values assigned by your workflow will overwrite any potential values found by AI

1

Select the attributes

In the Attributes to define dropdown, select the attributes for which your action should assign values.

2

Configure the values

For each selected attribute, you must select or enter the and/or values to assign to your interaction.

For multiple-select attributes, indicate whether you want to Overwrite the values already present or not. If, at the time of analysis, a customer interaction already has values for a given attribute, two behaviors are possible:

• Overwrite the values already present: the values already assigned by a workflow or a user will be replaced by those defined in your action
• Do not overwrite the 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 lets you 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.

Define the interaction status

This action lets you 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 case:

• Processed : for example, this can be useful when, despite a customer reply, you consider the interaction to be over
• Pending : can let you keep your customer interaction in Pending status even if a response is sent automatically.
• Ignored : lets you not reply to a customer interaction. Unlike Processed status, this status does not affect your processing statistics.

If your workflow includes a response generation or creation action with automatic sending, the interaction status automatically switches to Processed when the response is sent. To keep it in Pending, you must add an action that explicitly sets this status.

Send a webhook

The Webhooks are automated messages sent by Fullwhere when the "Send a webhook" action is triggered in one of your workflows. They contain a payload with information about the interaction that triggered the action and are sent to a unique URL that you define. You can add custom Headers and Metadata to them if needed.

Webhooks are an excellent way to integrate your ecosystem with Fullwhere, as they let you set up more advanced integrations based on your needs, without requiring much development work from your side.

If needed, for security reasons, webhooks received in your system can be identified and verified using a unique signature.

Once your webhook sending action has been added to your Workflow, you can configure the following fields:

• Destination URL : this is the URL to which Fullwhere will send the event
• Custom Headers : you can add custom headers if needed, which will be sent to the destination URL. The headers must be added as a list of key-value pairs.
• Custom Metadata : you can add custom metadata if needed, which will be sent to the destination URL. The metadata must be added as a list of key-value pairs.

To learn more about webhook signatures or the payload received, refer to our dedicated documentation.

Add a delay to an action

Adding a delay to your action lets you 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 Add a delay.

• Action delay: determines the delay after which an action should be executed
• Days: the action will only run 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 window: the action will only run within the defined time window. If the workflow is triggered outside this time window, execution of the action will be postponed until the next valid time window.

When an action has a delay, it displays the indicator .

To modify an action's delay, click the indicator at the top right of the action configuration panel.

To delete a delay, click Delete delay in the delay configuration panel.

Use case

An action delay may for example be necessary if you want to keep your customer interaction in "Pending" status after sending an automatic response.

To do this, add a response generation action and a status definition action to your Workflow.

Then set 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
Note	Score out of 5 (for reviews and satisfaction surveys)
Text content	Text content
Sentiment	Sentiment detected in the text
Topics	Topics detected in the text
Emotions	Emotions detected in the text
Text size	Text length in characters
Categories	Categories detected based on 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. The language of the text can be compared to a fixed value (for example English) to the language of the brand or location.
Status	The status of the interaction (To do, Processed, Ignored)
Form	Advanced conditions on contact forms.
Survey	Advanced conditions on satisfaction surveys
Sevenrooms	Lets you use specific sub-fields of this provider
Zenchef	Lets you use specific sub-fields of this provider
Sunday	Lets you use specific sub-fields of this provider
Booking	Lets you use specific sub-fields of this provider
Message attributes	Lets you trigger conditions on custom attributes.

Contact form - Advanced conditions

Name	Description
Form name	Form of the contact form that received the interaction
Response	Lets you filter on the answers given to the different form questions*.
Enabled	Form online/offline status

*When using 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 can be validated whatever 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 proposed for the condition come from all fields with the same name across all your Fullwhere forms. Thus, for example, if several forms contain an "Order type" field, 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 based on the answers given to the different survey questions*.
Enabled	Survey online/offline status
Public access	Public or private survey
Solicitation channel	Survey collected by Email, SMS or WhatsApp

*When using 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 can be validated whatever 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 proposed for the condition come from all fields with the same name across all your Fullwhere surveys. Thus, for example, if several surveys contain an "Order type" field, the list displays the possible values coming from all surveys combined.

Conditions related 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	Lets you use specific sub-fields of this provider
Zelty	Lets you use specific sub-fields of this provider
Customer attributes	Lets you trigger conditions on custom attributes.

Conditions related to the transaction linked to the interaction

Name	Description
Origin	Transaction source
Amount	Transaction amount
Sevenrooms - Order	Lets you use specific sub-fields of this provider
Zenchef - Order	Lets you use specific sub-fields of this provider
Zelty - Order	Lets you use specific sub-fields of this provider
Juxta - Order	Lets you use specific sub-fields of this provider
Transaction attributes	Lets you trigger conditions on custom attributes.