Workflows: Overview
Table of Contents
When a customer writes to you, four mechanisms determine who handles their message and in which order. This page shows how they fit together; each one is detailed in its own article.
| When | Mechanism | What it does |
|---|---|---|
| 1. The message arrives | Bot scenario | If a bot scenario is published on the account, the bot takes charge of the message: it can reply to the customer on its own, qualify or route the message, or transfer it to an advisor. The message then appears in the inbox. |
| 2. Right after the bot | Triage Rules | Active rules apply one after the other, in the order of the list, after the bot's actions: route to a team, qualify, archive, reply automatically, notify a manager… |
| 3. The message waits in the inbox | Message Priority Order | Messages are grouped according to your priority criteria, then sorted within each group. This order applies in "push" mode and, in "pull" mode, with the "priority messages" sort. |
| 4. An advisor handles it | Customer Message Lifecycle | The message goes through successive statuses: Received, Assigned, possibly On Hold or Help requested, then Answered or Archived. |
Example
A customer writes on WhatsApp about an order. The bot greets them, asks the reason for their request, then transfers them to an advisor. A triage rule routes the message to the Customer Service team and qualifies it as "Order tracking". As this customer's "Status" custom field is "Premium", the priority order puts the message ahead of the team's other messages. An advisor assigns it to themselves, puts it on hold while checking the order, then replies to the customer.