This article will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team.
Check out the video walkthrough here on how to set up this workflow. 👇
Step 1: Start a new workflow
Navigate to Fin AI Agent > Workflows
Click the + New workflow button, typically located in the top-right corner of the screen.
From the options presented, choose to build your workflow from scratch.
Step 2: Select your trigger
First, select the appropriate Category for your workflow.For this case, you will choose Tickets only.
Next, you will choose the specific trigger: When a ticket is created.
Step 3: Define the audience
Now you need to specify which tickets will trigger this workflow. You can narrow down the audience by configuring the following:
Ticket Type: Select the specific type of ticket that should trigger this notification.
Channels: Choose the channels from which the tickets originate.
Filters: Add any additional filters to further refine which tickets are included.
Once you have configured your audience, confirm your selections with the Done button to proceed.
Step 4: Build the workflow
You are now in the workflow builder. Click the + Add Step button to add an action.
From the list of available actions, choose Notify Slack Channel.
Step 5: Configure the Slack notification
Click on the Notify Slack channel step you just added to open its configuration options.
You can choose to connect to either a public or a private Slack channel.
For a Public Channel: Select the "Public" option and then choose the desired channel from the dropdown list.
After selecting the channel, click Done.
Step 6: Set the workflow live
You have now configured the entire workflow. You will see an overview of the trigger and the corresponding action.
To activate it, simply click the Set it live button.
Your workflow is now active and will send a notification to your chosen Slack channel every time a new ticket matching your criteria is created.
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