With Workflows, you can easily automate complex actions. Simply create custom rules that trigger automatically based on your needs.
For example, you can have a task automatically assigned to the right person when a call exceeds a certain score, or send an alert when a specific condition is met.
Create a Workflow
To get started, go to the Settings section of Empower.
Under AI Customization, click on Workflow,
Then click on "Create a Workflow":
To build your Workflow, fill in the following information:
Give it a clear and descriptive name.
Add triggers – these are the events that will activate the workflow. For example: positive/negative score, call duration, speech rate, etc.
Each trigger can be customized to detect exactly what you want.Define the actions – these are the responses the system will execute: adding flags and/or placing items in folders.
Then add users and groups. Click on the section to reveal three options:
Search for a specific user.
Search for a specific group.
Add all users at once, and manually remove any you don't want included.
Once your Workflow is fully configured, don’t forget to click "Save" before leaving the page. You’ll find your Workflow again in the Settings section, where you can deactivate, reactivate or delete it at any time.
Workflow Example – Low Score Alert
Goal: send an alert when a call has a score < 3 and a negative sentiment.
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Access:
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Name:
“Alert – Low Score Call & Negative Sentiment”
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Conditions:
Call score < 3
Sentiment negative
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Actions:
Send an email → manager@entreprise.com
Subject: “Alert – Critical Call Detected”
(Optional) Add to folder → “Calls to Review”
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Users:
Add the manager or a specific group
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Finalization:
Click Save and activate the workflow.