Automatic Workflow

A Workflow/Automation is a sequence of tasks that can be done Manually or Automatically using certain triggers and conditions to avoid performing the same actions repeatedly.

This article will guide you through the process required to learn how to create the Automatic Workflow in Fluent Support.

Create An Automatic Workflow

From the Fluent Support Dashboard, go to Workflows and click the + Create New button to create a new workflow.

Give a Name to your workflow and choose workflow type Automatic, and click on the Create Workflow button to create it.

Now choose a Trigger from the dropdown list to decide when your Workflow will run.

For example, if you choose the On Ticket Creation trigger, the Workflow will automatically run each time a ticket is created.

You can choose from these triggers:

Trigger	When the workflow runs
On Ticket Creation	A customer submits a new ticket.
On Customer Response	A customer replies to an existing ticket.
On Ticket Reopened	A closed ticket is reopened, by the customer or by an agent.
On Agent Response	An agent replies to a ticket.
On Agent Assigned	A ticket is assigned to an agent.
On Customer Feedback	A customer likes or dislikes an agent's reply.
On Ticket Closed	A ticket is closed.

TIP

On Customer Feedback is handy for catching unhappy customers. Add the Feedback condition set to Dislike, then add an internal note or assign the ticket to a team lead.

Then, you have to set a Condition that will trigger the Workflow. Multiple conditions can be set using the +OR and +AND options.

You will get the following options to set the Condition for your Workflow. Each trigger shows only the conditions that make sense for it. For example, Ticket Title is only available with On Ticket Creation, and Feedback is only available with On Customer Feedback.

Customer

• Customer First Name
• Customer Last Name
• Customer Email

Message

• Ticket Title
• Message Content
• Attachments
• Added Time Range
• Added Date Range

Ticket

• Ticket Priority (Client)
• Ticket Priority (Agent)
• Selected Product
• Mailbox
• Agent Group
• Ticket Tags
• Ticket Source
• Bookmarks

Ticket Tags and Agent Group use the Includes In and Not Includes In operators. Includes In matches a ticket that has any of the tags you pick, and Not Includes In matches a ticket that has none of them. Ticket Priority (Agent) and Ticket Source use Equal and Not Equal. Ticket Source lets you match where the ticket came from, such as Web, Email, Agent outreach, MCP (AI agents), or an importer.

Feedback (only with the On Customer Feedback trigger)

• Feedback: Like or Dislike

Fluent CRM (appears when FluentCRM is active)

• Customer CRM Tag(s)
• Customer CRM List(s)

Easy Digital Downloads (appears when EDD is active)

• Customer Purchased Product
• Customer Purchased Package (Variation)
• Customer Has Active License (requires EDD Software Licensing)

FluentCart (appears when FluentCart is active)

• Customer Purchased Product
• Customer Purchased Package (Variation)
• Customer Has Active License (requires FluentCart Pro)

Custom Fields

Here, all of your existing custom fields will appear.

You can also Delete any existing condition by clicking the Trash Icon.

Now, set the Action/s (Task) from the dropdown list for Workflow to perform. Once you fill in all the necessary fields, click the Save button.

You will get the following Actions from the Dropdown List –

Ticket Actions

• Add Response
• Add Internal Note
• Close Ticket
• Delete Ticket
• Change Mailbox
• Add Product
• Change Priority

Assignment

• Assign Agent
• Assign Agent Group

Tags & Bookmarks

• Add Tag(s)
• Remove Tag(s)
• Add Bookmarks
• Remove Bookmarks

Customer & Integrations

• Block Ticket Submitter (Customer)
• Trigger Outgoing Webhook

FluentCRM (appears when FluentCRM is active)

• Add To FluentCRM Tag(s)
• Remove From FluentCRM Tag(s)
• Add To FluentCRM List(s)
• Remove From FluentCRM List(s)
• Run Automation

NOTE

Delete Ticket permanently deletes the ticket and no further actions will run after it, so place it last. Block Ticket Submitter prevents the customer from creating new tickets or accessing previous ones.

Multiple actions can be set if needed. To do this, click the + Add Another Action button and follow the same process.

You can also Delete any existing action. To do this, expand the desired action by pressing it and then click the Delete Action.

You can change the name of your workflow anytime from here as shown below.

Also, you can set the sequence of your added workflow actions/tasks using the Drag and Drop Action icon.

Once you set up the actions, Publish it by enabling the Toggle button at the top right corner to run the Workflow. Otherwise, it will be saved as a draft only.

To save any new changes always press the Update Workflow button right next to the toggle.

Workflows Do Not Trigger Themselves

Some actions can cause the same event that started the workflow. For example, an On Agent Response workflow with an Add Response action adds an agent reply, and an On Agent Assigned workflow with an Assign Agent action assigns an agent.

Fluent Support stops these loops for you:

• A reply or assignment made by a workflow never starts that same workflow again.
• A workflow can still start a different workflow, but this chain stops after three workflows deep.

INFO

You do not need to set anything up for this. It works automatically for every automatic workflow.

See How Automatic Workflow Runs

For example, I set the Trigger as “On Ticket Creation” , Condition as “Ticket Title that contains Refund word ”, and Action as “Add Bookmarks ” in this Workflow.

Now, you can see that the Ticket shown in the screenshot below is Automatically Bookmarked after the Creation as it has the Refund word in the Title.

NOTE

When you bookmark a ticket and select another agent, you’ll see the selected agent in the Watchers list.

NOTE

You can easily get all of your bookmarked tickets under the Bookmarks option placed in the left sidebar of Fluent Support’s Tickets.

This is how you can create and run Automatic Workflow in Fluent Support!