Managing Workflow Builder Handoffs

A big part of Workflow Builder is the ability to manage and customize your handoffs from the Forethought widget, to your customer support team's queues. Workflow Builder offers an out-of-the-box way to manage these flows effectively.

Setting your Handoff Defaults

Given that you will most likely want to have a Zendesk handoff for each workflow, it is important to understand how to quickly and easily apply your default settings. The default settings are the standard starting point for every handoff that you apply and setting these defaults correctly saves you from having to go back and custom build every single handoff.

If you start on the Workflow Builder main page, you will see a little settings Wheel Icon in the top right corner. Clicking on this icon will bring up your default configuration panel.

From this panel, click on the Handoff Flow tab and you can now start setting up your defaults.

Within the Handoff Flow tab you can choose whether to include Chat Handoffs, Ticket Creation Handoffs, or even display a Custom Message (such as a link to a pre-existing webform).

Chat Handoffs

Forethought supports Zendesk Live Chat and even allows you to pre-define or select different departments to handoff too. Gone are the days of relying on chat triggers to perform department routing, let us handle it from here on out!

Ticket Creation Handoffs

Ticket creations are synonymous with Zendesk, so it makes sense we would provide a series of options to customize this type of handoff. Within the ticket creation flow, the different options are:

• Handoff Form Question Message: the initial message that prompts the user to submit a ticket.
• Confirmation Message: the message that informs the customer once a ticket has been submitted.
• Allow users to upload file to ticket: ticking this box allows the customer to add an attachment such as a screenshot.
• Ticket Title: allows you to default the title of the ticket.
• Ticket Brand: allows you to default the brand that the ticket is submitted to.
• Ticket Tag: allows you to add any sort of tags that should be carried over onto the Zendesk ticket.
• Ticket Custom Field: if you are surfacing any context variables or information from the user, you can use this to pass that into a custom field within Zendesk.

Once you have selected the settings you'd like to default, simply click Save to apply. Now, any time you add the Zendesk Handoff action into a workflow, it will carry over your defaults!

Note: you will always have the ability to customize further within each individual workflow. Simply click on the Customize option within the workflow, once you've added the handoff step.

Applying your Handoff

Once you have set your defaults, you can drag and drop your Zendesk handoff into any open endpoint on a workflow. If you want to change the defaults at any time, you can further customize the handoff by clicking on the Customize option.