Mini Workflow: VIPs

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Overview

Sometimes you have VIP customers that have higher priority or that require certain escalations. This article describes a way to setup Desk to automatically manage those workflows. Firstly, you need a way to flag or indicate that a customer is a VIP in Desk and then you need to set up a Business Rule to trigger certain actions, of your choosing, when a VIP customer contacts you. The example workflow below will change the priority of a case to 10 - Critical and also label the case as coming from a VIP customer, so your agents can handle it appropriately. However, you have the ability to trigger other actions and workflows within a Rule based on your business needs.
 

Steps

First we will be creating a Label to visually alert agents that a case has come in from a VIP customer.

  1. Go to Admin > Cases > Labels
  2. Click + Add Label
  3. An Add New Label dialog will appear with the following fields.
  • Name: In this example we'll use the name "VIP"
  • Color: You can choose a color for the label. Let's choose orange so that it stands out
 

Now let's create a Customer Custom Field so you can set which customers are VIP in Desk.

  1. ​Go to Admin > Cases > Customers
  2. Click + Add Field
  3. An Add New Field dialog will appear with the following fields.
  • Name: In this example we'll use the name "VIP"
  • Key: Type "vip" into this field
  • Data Type: Choose True/False


Finally you will want to create an Inbound Interaction Rule that evaluates the custom field and performs some actions if it's a VIP customer.

  1. ​Go to Admin > Cases > Rules > Inbound Interaction
  2. Click + Add Rule
  3. An Add New Inbound Interaction dialog will appear with the following fields.
  • Name: Name the rule "VIP Rule"
  • Interaction Type: Choose the channels that you have enabled. For this example we will just choose "Email"
  • Add 'All' Condition: Click Add Condition and select "Customer VIP is True". This will cause the Rule to trigger if the Customer Custom Field VIP is checked or true.
  • Rule Actions: Select the actions shown in the screenshot below. This is the logic to add a Label and increase the priority of the case to 10 - Critical, if the customer is set to VIP.
 


Marking your Customers as "VIP"

You have just set up Desk to automatically manage the VIP workflow. Now you need to set the Customer Custom Field for each VIP customer so that Desk will always know an incoming email from this customer should go through the VIP workflow.

In the Classic Agent you would do this by going to your Customer tab in the Desk Agent and checking the VIP checkbox.

 

In the Next Generation Agent you would do this by going to the Customer information panel in the Desk Agent and checking the VIP checkbox.


 

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