Manual 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 Workflow Manually in Fluent Support.

Create A Manual 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, choose Manual type, and click on the Create Workflow button to create it.

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.

NOTE

In a manual workflow, Add Response, Add Internal Note, and Close Ticket are performed by the agent who runs the workflow, so the Response From / Note From and Fallback Agent fields are not shown.

For example, here I selected the Close Ticket action. You can choose any option according to your needs.

Multiple actions can be set if needed. To do this, click the + Add Another Action 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.

Run Your Workflow In A Specific Ticket

Go to Tickets from the Fluent Support Dashboard , open your desired ticket , and click the Workflow button at the top right corner inside the ticket.

Here, you will find the Workflow Action you have created before, click on it, and the Workflow will be run.

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