Never let important customer conversations slip through the cracks again by setting up a workflow that can automatically change the status of conversations when they do not get a response for a long time.Imagine your team is swamped with requests, and a repeat customer's message gets buried. Instead of turning it into a bigger problem, with a specific workflow condition, it can change the status to high priority.Note: Since how to create a basic workflow for streamlining repetitive tasks is already covered so here we will only use the caseStep 1: Set Your Smart Alert Here is where you teach your workflow when to work:Under Trigger, choose Incoming Conversation as your entityPick the specific inbox you want to monitorStep 2: Trigger conditionSet your trigger condition to activate when “a repeat user” has not gotten a response for more than “x number of days”​Click here to know more about the Team inboxNote: you can set more than one condition in a workflow by clicking on the Add condition and selecting AND/OR​Step 3: Take Action Now it's time to set what your workflow will do based on the conditionUnder Actions, change the status of the conversation to openNote: for different conversations, you can set it status level ​Hit Submit and Publish. Congratulations, you have just created an automation that ensures no conversation will go unnoticed for too long.​

Omni24 makes it super easy to create workflows that handle routine tasks perfectly every time. Set up triggers that watch for specific events, add conditions, and choose actions that happen automatically. The best part? You can combine more than one condition to create sophisticated automations that work exactly how you need.Use CasesSmart Chat Routing – Send customer chats to the right agent based trigger conditionTicket Organization – Automatically sort and prioritize support tickets based on priority Step 1: Getting StartedHead to Workflow from your main dashboard, and you will find it right in the menuClick on Create for the Workflow section​Step 2: Name Your WorkflowA Pop-up will appear asking for your workflow detailsSpecify a name and description for your team to easily recognizeClick on Create and you're on your way to automation success​Step 3: Set When Automation Should HappenNow you'll see the Trigger page. This is where you set your workflow exactly when to spring into actionHere's what you'll choose:Select Trigger – Choose the exact moment when automation happens, like "incoming conversation" or "survey response"Trigger Condition – Get specific about when the automation should run. (like for incoming conversation trigger, if the condition is set to “repeated customer,” then the workflow will activate)​​Click Next when you're happy with your setup.Important:There are four different types of events for which you can create workflow automation in Omni24:​New Incoming Conversation is Created - Customer starts a fresh chat with your support teamNew Contact is Created - New customer joinsNew Survey Response is Received - Customer completes the feedback form New Review is Fetched - Fresh customer review appearsThe trigger condition will all be dependent of the trigger event you select ​Step 4: Choose What Happens Next Now you're at the Actions page, where you decide what action your workflow will take:Actions – Pick the specific task you want to happen automatically based on an event. This could be assigning agents, adding notes​Note: this action depends on the trigger condition you select. For example, if you select trigger as “New survey response received,” then the action you automate is add tag or add noteHit Submit and then Publish, congratulations! Your workflow is now live.What's next? Learn how to automatically rules and keep customers satisfied change priority of a conversation using workflow

​What is a Workflow Builder?Workflow Builder is a kind of personal assistant that never sleeps. It automatically handles repetitive customer service tasks by following the exact rules you set, which frees up the team for meaningful conversations.Omni24's Workflow Builder gives you a simple way to create smart automations without any technical headaches. Just enter the trigger & conditions and watch your workflows handle routine tasks efficiently every time.Note: for setting up workflow in Omni24, no coding knowledge is required; just create your own rules  Navigate to the workflow builder by clicking on workflow from the main dashboard menu  How does it transform your Daily Work?​Increased tech productivity - automated processes taking care of routine, repetitive tasks, IT staff have the freedom to focus on more critical projects.Higher efficiency - Reduction in errors, costs, and time leads to higher overall help desk efficiency.Automatic scheduling - Tasks can be scheduled and carried out automatically.​Getting Started with Workflow Builder​​​Trigger​​This is where you decide exactly when your workflow should come into action, i.e, the trigger conditionIt covers:Entity (event): The core component you want to automate, which serves as the foundation for your workflow.Trigger (activity) : the exact moment your workflow should spring into action (like when incoming conversation, when an outgoing conversation) Trigger Conditions (when) : Events that must be true for your workflow to runAdd More Condition: Layer in additional filters to make the workflow more precise.ActionsThis is the important part, where you choose what happens automatically when trigger conditions are metIt covers:Action: Exactly what you want to happen when your workflow triggers (like assign to, set status, etc)Now that you are Ready to build? Click here to learn how to create your first workflow and start automating common tasks​