Workflows in Reamaze is already great when you want to automate the identification of common patterns in your customers’ messages and pass it off to the right person to handle. But what if you or another person wanted to stay involved, closely monitoring the ongoing conversation from the sidelines?
These are common processes we’ve discovered through usage patterns. One workflow might involve identifying the message (conditions), assigning it to a specialist agent, but having another staff agent (possibly the team lead) added as a participant. The participant receives notifications just like the specialist agent would and can stay actively (or inactively) involved.
The newest addition to Workflows is the “Add Participant” command. This distinguishes the agent assigned from the agent participant. You can give this a whirl and let us know what you think!
