Creating a Hashtag Workflow

Supportbench knowledgebase team

30-Jan-2025

Creating a Hashtag Workflow

To create a hashtag workflow in Supportbench, follow these steps:

1. Navigate to the Workflow Configuration:

   • Click on Configuration → Workflows from the top navigation menu.

2. Add a New Workflow:

   • Click Add New Workflow and enter a descriptive name that reflects the workflow's purpose (e.g., "Sales Case Routing").

3. Define Workflow Rules:

   • Click on the Rules tab on the left.

   • Apply the workflow to a case and set the "When is this workflow run" condition to On Hashtag.

4. Specify Hashtag Triggers:

   • Enter the hashtags that will trigger this workflow. (e.g., #billing, #urgent, #techsupport.)

5. Configure Execution Logic:

   • Define the conditions and logic that must be met for the workflow to execute. Hashtag workflows will only activate if all specified requirements or conditionals are satisfied.

6. Save and Activate the Workflow:

   • Click Save to finalize the workflow.

By implementing hashtag workflows, you can ensure cases are automatically categorized, routed, or assigned based on predefined keywords, improving response efficiency.

Triggering a Workflow Using Hashtags

To activate a workflow, simply include the relevant hashtag within the first 100 characters of an activity. Supportbench will detect the hashtag and execute the associated workflow automatically.

Example Use Cases:

• Adding #urgent to an activity could escalate the case to a high-priority queue.

• Including #billing could route the case to the finance department.

• Using #followup might create a follow-up task for the assigned agent.

Benefits of Hashtag Workflows

• Increased Automation: Reduces manual effort by automatically categorizing and routing cases.

• Faster Response Times: Ensures cases are assigned to the appropriate teams instantly.

• Improved Accuracy: Minimizes human errors in case assignment and workflow execution.

• Flexible & Customizable: Allows organizations to define hashtags that align with their business needs.

Conclusion

Hashtag workflows in Supportbench provide a simple yet effective way to streamline case management. By leveraging keyword-based automation, businesses can optimize efficiency, ensure timely case handling, and enhance customer satisfaction.

For more information on setting up workflows or optimizing automation, refer to the Supportbench documentation or reach out to your system administrator.