📌 How do Typing Flows work?
In Atom, you can set up automatic flows that are triggered when an agent types a conversation. This functionality allows you to connect the closing of a conversation with an automated action, improving the customer experience.
🎯 What is the objective?
Allow closing typificationsto act astriggers in Flowbuilder, automatically generating a flow when an agent selects a specific typification when closing the conversation.
🧩 Use cases by industry
Retail: A customer makes a purchase and the agent types it as "Sale closed". A flow is automatically triggered with asatisfaction surveyand adiscount couponfor their next purchase.
Insurance: The customer makes a "Technical consultation". After typing, a flow starts withinformative resourcesand an option toschedule a callwith an advisor.
Education/Universities: A student interested in a new course is typed as "New consultation". A flow is activated that sendsregistration dates,course informationandfinancing options.
Automotive: If a customer makes a complaint, the agent types it as "Complaint". This activates a flow that offers afree checkupandredirects the conversationto a specialized team.
👥 Who uses this functionality?
| Role |
| Access |
| Administrator |
| Configures the flows in Flowbuilder |
| Agent |
| Types in Conversations module |
✅ Key benefits
Contextual automation: Appropriate flows are activated according to the type of conversation.
Greater efficiency: The agent ends the conversation and the system continues with the follow-up.
Personalized interaction: The customer receives relevant information or actions without delays.
Reduction of operational errors: Follow-up omissions or manual shipments are avoided.
⚙️ How is it configured?
Step by step for Administrators (Flowbuilder)
Enter theCampaignsmodule.
Select theFlowssubmodule.
Proceed to create a flow to enter the Outbound Flowbuilder.
Choose the"Typing"option as a trigger.
6. Configure how long to wait to automatically send the flow, after the Agent performs the typification.
7. By default, the flow is configured to always be sent, but there is theOption to deactivate the sending of the flow, which is optional, and allowsAgents to decide whether they want the flow to be sent after typification or not, according to their criteria.
8. Continue configuring the message template that you will send and all subsequent actions that you want the flow to perform.
9. Publish the flow.
💬 What happens on the Agent's side?
The Agent converses normally with the client.
At the end, performsthe corresponding closing typification.
If there is a linked flow, the systemautomatically notifiesit.
If the Administrator configured theOption to deactivate the sending of the flow,it is up to the Agent's discretion whether to send the flow or not.
The system records the typification and the action taken (flow sent or omitted).
Do you want to know how to create a typification? See this article:
👉How to create and edit typifications in Atom?