Common workflow fields
Last Update: Sep 2024 • Est. Read Time: 2 MINCertain fields are used fairly consistently when building out workflows. For example, it is common to check the message channel or direction. In addition, you may want to set a specific status based on previous conditions. This article is a guide to the most common workflow fields.
Who can access this feature? | |
User types | Admins can create workflows. |
In this article
Know before you begin
Before you begin building out workflows, it is important to remember that the fields are case-sensitive. All fields detailed below should be lowercase; if used otherwise, the workflow will not match the condition properly.
Channels
Both a message and a conversation are associated with a channel. Below is a full list of the available channels within Kustomer:
- chat
- sms
- voice
- twitter-dm
- twitter-tweet
A message can only have one channel, meaning the workflow condition step should be an "equals". For example:
On the other hand, a conversation can contain multiple channels, which means that the workflow condition step should be a "contains". For example:
Conversation status
Updating the conversation status is most commonly used within a final workflow action step. For example, one common use case is to mark a conversation "done" if the customer is marked as spam.
- open
- snoozed
- done
Direction
Direction is commonly used as one of the first condition steps when checking for an inbound or outbound message.
- in
- out
Direction type
Direction type allows for a more a granular understanding of how messages are flowing through the Kustomer platform. For workflows, the most common direction type is "initial-in", which can be used to check for an initial inbound message.
- initial-in
- initial-out
- response-in
- response-out
- followup-in
- followup-out
Review the Direction vs Direction Type article for a full definition of each attribute.
Imported conversations
Conversations you import from other ticketing systems will contain a conversation attribute named importedAt
. This can be used as the target for a conditional step in any workflow with a Conversation Created trigger.
If you are batch-importing hundreds or thousands of conversations, you might not want your existing conversation-based workflows to act on all that imported data. A conditional step that only continues if the Imported At attribute does not exist would be a useful way to prevent a workflow from modifying those imported conversations.