01
Map a repeatable process
Define what starts a workflow, which conditions matter, and what action should follow. Keeping these decisions visible helps a team understand why a conversation received a particular response or assignment.
02
Use automation where it helps
Routine routing and follow-up can be organized into a workflow, while sensitive or unusual conversations can be reviewed by a teammate. Always check the connected platform’s messaging windows, consent requirements, and automation policies.
03
Test the handoff before launch
Review each step with a real team process in mind: who gets notified, what context they see, and how a conversation returns to manual handling. Provider permissions and event availability determine which triggers can run for each account.