Table of Contents
1. Introduction
2. What are Automations?
3. How to Find Workflows in Help Scout
4. Individual Workflows and Trigger Criteria
5. Manual Workflows for Grouping Actions
6. Various Uses of Workflows
7. Tagging Incoming Email Conversations
8. Highlighting Aging Emails
9. Sending Follow-up Emails to Customers
10. Auto Assigning Emails to Team Members
11. Conclusion
Introduction
In Help Scout, automations are referred to as workflows. These workflows are designed to automate repetitive tasks in your day-to-day email conversations. By setting up if-then statements, you can define specific actions that will be automatically triggered based on certain conditions. This allows you to streamline your workflow and focus on more important tasks.
What are Automations?
Automations, or workflows, in Help Scout are a set of actions that can be run automatically on email conversations. They eliminate the need for manual intervention and help save time by handling routine tasks. Whether it's changing the status of an email, tagging conversations, or assigning emails to team members, automations can simplify your email management process.
How to Find Workflows in Help Scout
To access workflows in Help Scout, navigate to the inbox settings. Each inbox in Help Scout has its own distinct settings, allowing you to customize workflows for different email addresses or businesses. Once you locate the workflows section, you can view and manage the existing workflows or create new ones.
Individual Workflows and Trigger Criteria
Individual workflows are specific sets of actions that are triggered when certain criteria are met. For example, if a customer leaves a negative rating and a comment on an email, Help Scout can automatically change the status of the email from closed to active and copy the conversation into a folder called "bad ratings." This ensures that the team is aware of any issues that require attention.
Manual Workflows for Grouping Actions
In addition to automatic workflows, Help Scout also offers manual workflows. These workflows do not run automatically but allow you to group multiple actions together. They can be triggered manually by selecting a dropdown option on an individual email. Manual workflows provide a convenient way to perform multiple actions simultaneously, saving you time and effort.
Various Uses of Workflows
Workflows can be utilized in numerous ways to enhance your email management process. Some common use cases include:
1. Tagging incoming email conversations based on specific text in the body of the email.
2. Highlighting aging emails to ensure timely responses.
3. Sending follow-up emails to customers after a specific period of time.
4. Auto assigning emails from customers to specific team members based on predefined criteria.
By leveraging workflows, you can eliminate repetitive tasks and focus on providing exceptional customer service.
Tagging Incoming Email Conversations
One useful application of workflows is tagging incoming email conversations based on specific text within the email body. This allows you to categorize and prioritize emails more efficiently. By automatically assigning relevant tags, you can quickly identify and address important customer inquiries or issues.
Highlighting Aging Emails
Another valuable feature of workflows is the ability to highlight aging emails. By setting up a workflow, you can automatically flag emails that have been sitting in your inbox for a certain period of time. This ensures that no customer inquiries slip through the cracks and helps you maintain a high level of responsiveness.
Sending Follow-up Emails to Customers
Workflows can also be used to send follow-up emails to customers after a specific period of time. This is particularly useful for nurturing customer relationships or gathering feedback. By automating the follow-up process, you can ensure that no customer is left unattended and maintain a proactive approach to customer communication.
Auto Assigning Emails to Team Members
To streamline your email management further, workflows can automatically assign emails from customers to specific team members. By defining criteria such as keywords or customer attributes, you can ensure that each email is routed to the most appropriate team member. This reduces the need for manual assignment and ensures efficient handling of customer inquiries.
Conclusion
In conclusion, workflows in Help Scout are powerful tools that can automate various tasks in your email management process. By setting up if-then statements, you can define specific actions that will be triggered automatically based on certain conditions. Whether it's tagging emails, highlighting aging conversations, sending follow-ups, or assigning emails to team members, workflows can significantly improve your productivity and allow you to focus on providing exceptional customer service.
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**Highlights:**
- Automations in Help Scout, known as workflows, automate repetitive tasks in email conversations.
- Workflows can be triggered based on specific conditions and perform a set of predefined actions.
- Manual workflows allow grouping multiple actions together for efficient email management.
- Workflows can tag, highlight, follow up, and assign emails automatically, saving time and effort.
- Utilizing workflows in Help Scout streamlines customer service and improves productivity.
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**FAQ:**
Q: How can I access workflows in Help Scout?
A: Workflows can be found in the inbox settings of Help Scout. Each inbox has its own distinct settings.
Q: Can workflows be triggered manually?
A: Yes, Help Scout offers manual workflows that can be triggered by selecting a dropdown option on an individual email.
Q: What are some common use cases for workflows?
A: Workflows can be used to tag emails, highlight aging conversations, send follow-up emails, and assign emails to team members automatically.
Q: How do workflows help in email management?
A: Workflows automate repetitive tasks, allowing you to focus on more important customer service activities.
Q: Can workflows be customized for different email addresses or businesses?
A: Yes, each inbox in Help Scout has its own distinct settings, allowing customization of workflows for different purposes.
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Resources:
- [AI Chatbot by Voc.ai](https://www.voc.ai/product/ai-chatbot)
