Automating Workflows with SMS Notifications

The Power of Workflows in Automation

Workflows are an incredibly powerful way to automate tasks, streamline processes, and improve overall efficiency. By integrating SMS notifications into your workflows, you can enhance customer engagement, provide real-time updates, and reduce response times.

How to Create a Workflow

Automating processes begins with setting up a workflow in Supportbench. Follow these steps:

1. Within the main navigation bar, click on “Configuration”.

2. On the left-hand menu, click on “Workflows”.

3. Give your workflow a name and then click on “Rules” on the left-hand side.

4. Under “What to apply to”, select “Cases”.

5. Choose when the workflow will trigger, e.g., on case update.

6. Select all relevant properties that will activate this workflow.

How to Create an SMS Notification Action in a Workflow

Adding an SMS notification to your workflow ensures that critical updates reach customers or team members instantly. Here's how:

1. Within the workflow, navigate to the last section, “Actions”.

2. Select the action “Notification”.

3. Scroll down to the “SMS Options” heading and select “Enable SMS”.

4. You can choose to send messages:

   • To specific phone numbers (comma-separated).

   • To the assigned case contact's mobile number (if one exists).

Benefits of SMS Notifications in Workflows

Implementing SMS notifications within workflows offers several key advantages:

• Instant Communication – Ensure customers and agents receive real-time updates on case progress.

• Higher Engagement Rates – SMS messages boast higher open rates compared to emails.

• Reduced Response Times – Customers can quickly respond or take action based on notifications.

• Enhanced Customer Satisfaction – Keeping users informed improves their overall experience.

• Scalability – Automated SMS messaging allows businesses to handle a higher volume of cases efficiently.

SMS Pricing

Adding SMS capabilities to your workflows comes at an additional cost. SMS pricing details:

• Cost per SMS message: 2.5 cents per text.

• Charges are added to your monthly invoice.

• Pricing may vary based on region and volume of messages sent.

Final Thoughts

Leveraging SMS notifications in automated workflows is a strategic way to enhance customer support and internal communications. With quick setup and scalable automation, SMS notifications provide an effective way to keep your stakeholders informed and engaged in real time.

Start automating today and experience the benefits of instant, reliable communication!