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Workflow routing lets you control what happens when an operator closes a conversation from the Inbox. In addition to recording why the case was closed, you can automatically route the conversation to a workflow in Brain to continue the experience in self-service. One of the most common uses is sending a satisfaction survey at the end of the support interaction.

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Important requirement

To route to a workflow from workflow routing you need the following to be active:
  • Connect
  • Brain
Both products must be enabled.

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Configuration per channel

Workflow routing is configured per channel; each channel can have its own closure logic. This allows you to define different behaviors depending on the support channel (for example: WhatsApp, Web, or others).

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What is configured when creating a workflow routing?

1

Define the basic information

Enter:
  • Routing name
  • Description (optional, for internal use)
  • Workflow that will be executed when the conversation is closed
2

Configure whether it should wait for the customer's response

Enable or disable the Wait for customer response option.Enabled: The workflow will only be sent after the customer replies again.Disabled: The workflow will be sent automatically when the conversation is closed.This behavior depends on the workflow you need in your operation.
3

Define whether it ends the operator's handling

Enable or disable the End operator handling option.Enabled: The operator’s handling ends when routed to the workflow.Disabled: After executing the workflow, the customer can interact with an operator again if needed.

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Common use case

This workflow allows you to measure service quality without affecting the team’s operation.
Close the conversation → automatically route to a satisfaction survey → end the operator’s handling.
Correctly configuring workflow routing helps you standardize your operation and ensure that every conversation ends with the appropriate next step.