Workflows: Select channel for workflow
J
Jose Antonio Canales La Rosa
Would be useful to be able to select which channels are to be included in workflows as different channels work differently. For example, emails not being instant, interactive messages do not work well with questions that route contacts to an agent. Same goes for all Instagram messages.
S
Shi Hui
Hi Jose Antonio Canales La Rosa, if I understand you correctly, you would want to route contacts differently or have different workflows for different channels.
Currently, you can do this by adding a branch step with branches for different last interacted channels (example shown in the attached screenshot). Then you can design different steps for each branch.
Let me know if I understand you correctly and if this alternative solves your problem, thanks! 😊