{"id":3938,"date":"2021-01-08T10:14:38","date_gmt":"2021-01-08T10:14:38","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?post_type=article&#038;p=3938"},"modified":"2025-10-20T23:25:32","modified_gmt":"2025-10-20T23:25:32","slug":"how-to-create-workflows-in-lets-talk","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-create-workflows-in-lets-talk\/","title":{"rendered":"How to Create Workflows in Let's Talk"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3938\" class=\"elementor elementor-3938\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5902ffec elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5902ffec\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-200b16ea\" data-id=\"200b16ea\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2056d219 elementor-widget elementor-widget-text-editor\" data-id=\"2056d219\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Make Onflo (formerly Let\u2019s Talk) work for you like never before. System Administrators can create automatic workflows that will help build efficiency, improve performance outcomes, and enhance data.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">A workflow is a set of actions that are executed when specified conditions are met. Use workflows to automate processes like escalating past due tickets to a supervisor, simplifying attendance reporting, or following up on low Cx scores.\u00a0<\/span><\/p><h2><strong>How to Create a new Workflow<\/strong><\/h2><p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-3940\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2021\/01\/wrokflow-gif.gif\" alt=\"Workflow Setup Instructions \" width=\"640\" height=\"400\" \/><\/p><h2><b>Workflow Manager<\/b><\/h2><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Go to Settings, and select \u201cWorkflow\u201d under the Communication section in the left panel.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">This will bring you to the Workflow Manager where you can view\/edit all of your existing workflows.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To create a new workflow, click on the \u201cCreate New Workflow\u201d button located in the top right.<\/span><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">To get started, name your workflow and select which Topic(s) it should apply to. <\/span><i><span style=\"font-weight: 400;\">For example, a workflow can be titled \u201cEscalate Past Due Tickets\u201d and applied to all Topics.<\/span><\/i><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Click \u201cBegin\u201d to start configuring your trigger conditions.<\/span><\/li><\/ul><\/li><\/ol><h2><b>Trigger Conditions (If)\u00a0<\/b><\/h2><p><b>Workflows are configured using \u201cIf\u201d &amp; \u201cThen\u201d components, where \u201cIf\u201d is the trigger and \u201cThen\u201d is the action that follows.<\/b><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To define the \u201cIf\u201d component, click on the \u201cSelect trigger\u201d drop-down menu and pick the variable that you want to be used to trigger your workflow.\u00a0<\/span><\/li><\/ol><p><b>Triggers include: <\/b><i><span style=\"font-weight: 400;\">Status, Priority, Ticket Entry Point, Ticket Type, Customer Type, Subject Line, Ticket Age, Ticket Received Date, Cx Score, Ticket Description, Customer Email, and Language<\/span><\/i><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Based on this first selection, more drop-down menus will appear to specify the trigger condition.\u00a0<\/span><\/li><\/ol><\/li><\/ol><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><i><span style=\"font-weight: 400;\">In our example, to define the \u201cIf\u201d component for our \u201cEscalate Past Due Tickets\u201d workflow, we can select \u201cTicket Age\u201d as the trigger then select \u201cgreater than\u201d and \u201c3\u201d. Based on these settings, the trigger condition is now applied to Tickets with ages greater than 3 days.\u00a0\u00a0<\/span><\/i><\/li><\/ul><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If necessary, click on \u201c+ Add Another Condition\u201d button to specify other conditions where you would like your workflow to function.<\/span><\/li><\/ol><\/li><\/ol><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><i><span style=\"font-weight: 400;\">In our example, we can set \u201cpriority\u201d as the second trigger, and specify it for tickets rated as P1 (Urgent).\u00a0<\/span><\/i><\/li><\/ul><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Choose the interaction criteria between multiple triggers as either \u201cMeets all of the following\u201d or \u201cMeets any of the following\u201d depending on your need.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Once trigger conditions are set, click the \u201cNext\u201d button to configure action items.<\/span><\/li><\/ol><h2><b>Action Items (Then)\u00a0<\/b><\/h2><p><span style=\"font-weight: 400;\">Action items are the actions that will happen once trigger conditions are met. In this example, the \u201cIF\u201d is a ticket that is past due, and the \u201cTHEN\u201d is escalating the ticket.\u00a0\u00a0<\/span><\/p><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In order to define the \u201cThen\u201d component, select an action from the \u201cChoose action\u201d drop-down menu.<\/span><\/li><\/ol><\/li><\/ol><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><i><span style=\"font-weight: 400;\">\u00a0For our example, we selected \u201cAdd Owner\u201d then picked the User in the subsequent field.<\/span><\/i><\/li><\/ul><ol><li style=\"list-style-type: none;\"><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Similar to trigger conditions, you can add more action items by clicking \u201c+ Add Another\u201d.\u00a0<\/span><\/li><\/ol><\/li><\/ol><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><i><span style=\"font-weight: 400;\">For our example, we can choose \u201cAdd Internal Comment\u201d as an additional action item then specify the text for the internal comment.\u00a0<\/span><\/i><\/li><\/ul><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Once finished with both \u201cIf\u201d and \u201cThen\u201d components, click \u201cSave\u201d in the top right corner to save your workflow.<\/span><\/li><\/ol><h2><strong>Edit an Existing Workflow<\/strong><\/h2><p><span style=\"font-weight: 400;\">Within the Workflow Manager, you can manage all existing workflows.<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click on any Workflow to edit the trigger conditions and\/or action items.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Select multiple workflows to edit by hovering over each item and clicking the check box on the left side. Once selected, you have the options to:<\/span><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Delete the workflows<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Duplicate the workflows<\/span><\/li><\/ul><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To turn off a Workflow, simply hover over it and toggle the corresponding ON\/OFF switch located on the right-hand side.\u00a0<\/span><\/li><\/ul><h2>Helpful Tips<\/h2><p>When executing workflows, there are a few tips to know with <em>existing<\/em> tickets or\u00a0<em>newly created<\/em> tickets. Please refer to the table below when choosing the triggering action on a workflow.<\/p><p>Ex:<\/p><ul><li>If the trigger selected is <strong>ticket age,<\/strong> then this would only apply to\u00a0<em>existing\u00a0<\/em>workflows.<\/li><li>If the trigger selected is <strong>priority<\/strong>, then this would only apply to\u00a0<em>newly created<\/em> workflows.<\/li><\/ul><h3>Related Articles<\/h3><ul><li aria-level=\"1\"><a href=\"https:\/\/www.k12insight.com\/kc\/how-to-articles\/3-workflow-automations-to-enhance-the-customer-experience\/\">3 Workflow Automations To Enhance the Custom Experience<\/a><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Make Onflo (formerly Let\u2019s Talk) work for you like never before. System Administrators can create automatic workflows that will help build efficiency, improve performance outcomes, and enhance data.\u00a0 A workflow is a set of actions that are executed when specified conditions are met. Use workflows to automate processes like escalating past due tickets to a...<\/p>\n","protected":false},"author":27,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[409],"class_list":["post-3938","post","type-post","status-publish","format-standard","hentry","category-how-to-articles"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/3938","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=3938"}],"version-history":[{"count":16,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/3938\/revisions"}],"predecessor-version":[{"id":16150,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/3938\/revisions\/16150"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=3938"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=3938"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}