Additional Business Logic Extensions

Below are some examples of possible business logic that can be applied to adjust the work processes to meet specific organization needs, using the SimpleChat SDK

  1. A workflow that sends the customer a link to a privacy statement
  2. A workflow that sends the customer a link to an article according to the More Info Link field in the selected customer's reply to a SimpleChat question
  3. A workflow that is triggered by a bot action of type Run Workflow that performs a certain validation, such as checking whether the date specified by the customer in a previous question has passed and instructs the how to proceed: Return On Success, Return Invalid Response or Return No Options
  4. A workflow to associate the activity with an existing open case or to create a new case (using a custom workflow step to locate the case), including defining the subject of the case from the subject of the conversation, the channel, or the customer's reply to a SimpleChat question
  5. A workflow to route a newly created conversation to a queue according to business specific logic such as whether or not the customer is a VIP (instead of the built-in mechanism)
  6. A workflow to fill a due date of a newly created conversation according to business specific logic. Controls how the conversation will be prioritized (neutralizes the built-in mechanism)
  7. A workflow to close the conversation as Customer Didn't Respond if a customer did not answer and a threshold time to wait for a reply expired
  8. A workflow when an email is received that generates a queue item that is linked to the activity and as a result the email is automatically routed to a free agent in the queue that is defined in the item, and the activity will pop up in the SimpleChat panel for the selected agent
  9. A workflow when a new phone call activity is created that generates a queue item that is linked to the activity and the agent to which the call was routed in the telephony system is already defined in the Working On field queue item, so the activity is immediately displayed to that agent in the SimpleChat panel without going through the routing mechanism to find a free agent and ignoring the capacity limitation
  10. Plugin when a conversation is created that identifies the customer using business specific logic instead of the built-in logic which is based on the customer profile

Important: the custom logic must mark the Customer Identification field to disable the built-in logic, and the plugin must be implemented before step 100 in execution pipeline in order to run before the built-in logic

  1. Plugin when a chat conversation is created from the personal area in the web site that applies logic to locate the customer according to Caller Name and fill in the Conversation With field