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Common workflow fields

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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Certain 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 typesAdmins 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:

  • email
  • chat
  • sms
  • voice
  • twitter-dm
  • twitter-tweet
  • facebook

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.

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