Grouping Workflows (Nested Selection)

  • Allows the creation of a nested selection structure when starting a workflow manually
  • Most useful when your setup involves a large number of workflows that share the same start conditions or have no start conditions
  • Helps your admins organise workflows into collapsable lists that respond to a similar type of type of question or issue
  • Helps your agents quickly navigate and identify the correct workflow when a large number of possibilities are available for selection
  • Adopts the same principles used by Zendesk to categorise macros 
  • Start conditions are observed to restrict the workflows in the nested structure if required

 

Using a Nested Structure for Workflow Selection

If your setup involves a large number of similar or related workflows, it might not always be possible or desirable to capture sufficient ticket data to automatically start a workflow, or meet the unique start conditions for a small list of selectable candidates.

Under these circumstances it is often appropriate to organise your workflows based on the type of question or issue for which each has been designed to provide a response.

This can be achieved using Flowset to organise your workflows into groups and sub groups, to form a nested selection structure, that can be used by your agents to more easily find and navigate to the relevant workflow.

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Configuring a Nested Structure for Workflow Selection

A nested workflow selection structure can be created by applying a 'group prefix' to each workflow.

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Assigning a Workflow to a Top Level Group

Select the option to "Edit Group Prefix" from the pop up menu invoked for a workflow.

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Using the "Group Prefix" dialogue, enter the name of the group to which the workflow belongs.

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The workflow will appear in the nested structure presented by the Flowset Assistant, inside the specified group.

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*Note: If a workflow has start conditions that haven't been met, then it won't appear in the nested structure for selection

 

Assigning a Workflow to a Sub Group

If assigning the workflow to a sub group, enter the name of the parent group followed by the name of the sub group, delimited by a double colon ("::").

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The workflow will appear in the nested structure presented by the Flowset Assistant, inside the specified sub group.

 

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*Note: If a workflow has start conditions that haven't been met, then it won't appear in the nested structure for selection

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