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What is Workflow Automation?

In MsgBox, Workflow Automation refers to letting the system automatically execute a series of business operations or tasks based on preset rules and trigger conditions, without manual intervention.

Enterprises can utilize automated workflows to handle repetitive tasks, manage conversation routing, or execute marketing campaigns, thereby improving efficiency, reducing human error, and optimizing overall business processes.

Core Features of Workflow Automation​

1. Intelligent Conversation Assignment​

The system can automatically assign conversations to specific agents or teams based on rules.

  • Application Scenario: Triggered by menu buttons clicked by customers or specific internal team actions, ensuring customers connect with the most suitable professional immediately.

2. Auto-Triggered Replies​

Based on internal operations or customer behavior, the system can instantly trigger preset responses.

  • Application Scenario: Sending welcome messages upon receiving the first message, providing FAQ answers, or calling an AI Agent for deep dialogue, ensuring 24/7 service availability.

3. Team Collaboration Optimization​

Simplify tedious tagging work through automation to keep customer information organized and synchronized.

  • Application Scenario: Automatically adding Tags to contacts, or adding internal Comments to conversations at specific nodes, making it easier for team members to track communication progress.

4. Marketing Campaign Execution​

Set specific conditions to trigger marketing actions and capture every conversion opportunity.

  • Application Scenario: For example, after a customer submits a form, the system automatically sends coupons, event notifications, or follow-up messages to improve marketing efficiency.

Summary​

Through workflow automation, enterprises can enable intelligent operations within MsgBox. While maintaining high standards of service quality, it significantly reduces the burden of repetitive tasks on the team, making daily business processes more efficient and smooth.