Product
...
Flows
Managing Flows

Advanced Workflows

10min

Here are examples of advanced workflows combining multiple triggers, actions, and conditions for intricate customer interaction flows and task automations:

1. Advanced Customer Support Workflow

  • Use Case: Manage complex customer support requests, including escalation, automated follow-ups, and satisfaction surveys.
  • Trigger: Conversation Opened (via WhatsApp or another channel).
  • Workflow:
    1. Send Message: Greet the customer and ask how you can assist them.
    2. Question: Ask for a summary of their issue (open text input).
    3. Branch:
      • If the keyword "urgent" is detected, escalate the ticket:
        • Assign To: Route to a senior support agent.
        • Send Notification: Notify the assigned agent of the priority case.
        • Add Comment: Append details for internal tracking.
      • If non-urgent, route to a general support queue.
    4. Wait: Pause for 1 hour.
    5. Branch:
      • If the ticket remains unresolved, escalate to a supervisor using Assign To.
      • If resolved, proceed to Close Conversation.
    6. Send Template: Ask for customer feedback via a satisfaction survey.
    7. Branch:
      • If feedback is negative, Create Enquiry to investigate the complaint.
      • If positive, Run Flow to request a public review or testimonial.

2. Multi-Step Lead Nurturing Workflow

  • Use Case: Engage with a new lead over several touchpoints and guide them toward conversion.
  • Trigger: Contact Created in the CRM.
  • Workflow:
    1. Send Template: "Welcome! We’d love to understand your needs better. Let us know how we can assist."
    2. Wait: Pause for 2 days.
    3. Send Message: Follow up with a personalized recommendation based on the lead’s preferences.
    4. Question: Ask the lead if they’d like to schedule a demo (yes/no).
    5. Branch:
      • If "Yes," Run Flow for demo scheduling.
      • If "No," Send Template with educational content.
    6. Wait: Pause for 7 days.
    7. Branch:
      • If there’s no response, Send Notification to the sales team for manual follow-up.
      • If the lead engages, Update Contact Field to mark them as "Engaged."
    8. Add Task: Assign a task to the sales team for final follow-up.

3. Automated Follow-Up with API Integration

  • Use Case: Fetch and send personalized data from external systems to clients.
  • Trigger: Question Response.
  • Workflow:
    1. Send Message: Confirm receipt of the client’s inquiry.
    2. API Action: Fetch the client’s current subscription status or order details from an external system.
    3. Send Message: "Your current subscription level is [subscription_level]. Would you like to upgrade?"
    4. Branch:
      • If "Yes," redirect to Run Flow for upgrade instructions.
      • If "No," Send Template thanking them for their response.

4. Event RSVP and Attendance Confirmation

  • Use Case: Automate RSVPs, send reminders, and track attendance.
  • Trigger: Contact RSVPs to an event.
  • Workflow:
    1. Send Message: "Thank you for RSVPing! We’re excited to see you at [event_name]."
    2. Update Contact Field: Save RSVP status as "Confirmed."
    3. Wait: Pause until 2 days before the event.
    4. Send Template: "The event is just around the corner! Here are the details again."
    5. Wait: Pause until 1 hour before the event.
    6. Send Notification: Alert the event team of confirmed attendees.
    7. Branch:
      • If the client replies "I can’t make it," Update Contact Field to "Cancelled."
      • If they attend, Add Comment to mark their participation.

5. Customer Retention Workflow

  • Use Case: Detect potential churn and re-engage customers.
  • Trigger: Customer Inactive for 30 Days (detected via API or CRM).
  • Workflow:
    1. Send Template: "We’ve missed you! Here’s a special discount to welcome you back."
    2. Wait: Pause for 7 days.
    3. Branch:
      • If the customer responds, Update Contact Field to "Re-engaged."
      • If no response, Send Notification to the retention team for follow-up.

6. Complex Support Escalation with Office Hours Check

  • Use Case: Handle after-hours support requests with escalation logic.
  • Trigger: Message Received.
  • Workflow:
    1. Office Hours Check:
      • If inside office hours, route to Assign To for a live agent.
      • If outside office hours:
        1. Send Message: "Our support team will get back to you during business hours."
        2. Create Enquiry: Log the request in the system for follow-up.
        3. Wait: Pause until the next business day.
        4. Assign To: Route the ticket to the support team.

7. Cross-Selling Workflow for Existing Clients

  • Use Case: Recommend additional services based on client purchases.
  • Trigger: Purchase Completed (via API or CRM integration).
  • Workflow:
    1. Send Template: "Thank you for your purchase! You might also like [related_product]."
    2. Question: Ask if they’re interested (yes/no).
    3. Branch:
      • If "Yes," Run Flow for product details and payment link.
      • If "No," Add Comment to note the client’s preference.
    4. Wait: Pause for 7 days, then send a follow-up with a discount.

8. Invoice Reminder Workflow

  • Use Case: Automate invoice reminders and payment collection.
  • Trigger: Invoice Generated in an external system.
  • Workflow:
    1. Send Payment Link: Share the invoice details and payment options.
    2. Wait: Pause for 3 days.
    3. Branch:
      • If the invoice is paid, Run Flow for payment confirmation.
      • If unpaid, Send Template as a reminder.
    4. Add Task: Assign to the billing team for manual follow-up.

9. VIP Client Onboarding Workflow

  • Use Case: Provide a personalized onboarding experience for high-value clients.
  • Trigger: Client labeled as VIP in CRM.
  • Workflow:
    1. Send Template: Personalized welcome message with a dedicated account manager’s contact info.
    2. Add Task: Assign the account manager to schedule a 1:1 onboarding call.
    3. Wait: Pause for 2 days.
    4. Send Notification: Remind the account manager if the call hasn’t been scheduled.
    5. Create Enquiry: Track onboarding progress in the CRM.

10. Employee Task Management Workflow

  • Use Case: Assign, monitor, and follow up on employee tasks.
  • Trigger: Task Created in an internal system.
  • Workflow:
    1. Assign To: Route the task to the appropriate employee or team.
    2. Send Notification: Notify the assignee of the task details.
    3. Wait: Pause until the task’s due date.
    4. Branch:
      • If the task is incomplete, Send Notification to the manager for escalation.
      • If completed, Add Comment to mark the task as done.



Updated 23 Dec 2024
Doc contributor
Did this page help you?
PREVIOUS
Simple Workflows
NEXT
Appointments Overview
Docs powered by Archbee