Workflow & Automation

Workflows define the rules and automation that govern your customer service experience.

Global Settings

Retrieve your current workflow configuration.

GET /v1/business/workflow
X-API-Key: your_api_key_here

Configurable Areas

1. Automation

Set up rules to automatically manage service points.

• Auto-Close: Automatically close a service if no agent activity is detected for X minutes.
• Smart-Close: Predicted closure based on current queue length and average service time to ensure all customers are served by closing time.

2. Notifications

Configure how and when your customers are notified.

• SMS/Email Alerts: Toggle automated notifications for new tickets, proximity alerts, and cancellations.
• Recall Notifications: Configurable delay before sending a reminder to a customer who hasn't shown up.

3. Ticket Lifecycle

Define the boundaries of a ticket's validity.

Update Workflow

To modify these settings, use the associated PATCH endpoint.

PATCH /v1/business/workflow
X-API-Key: your_api_key_here
Content-Type: application/json

{
  "automation": { "autoClose": true },
  "lifecycle": { "maxPerCustomer": 5 }
}