Workflows

Support workflows that do the routine work

Draw the rules once: who gets which conversation, what priority it has, which SLA applies and what the customer sees first. Quackback runs them on every conversation, so your team handles the rest.

Automate your help desk

Workflows are on Business and Enterprise, and every self-hosted install
14-day trial starts on Pro, no card needed
Start from a template

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The widget your customers see inside your app.

Your team’s viewYour customers’ view

Priya NatarajanOpen

Hi team! We're rolling Acme out to ~400 people at Northwind next month, and our field teams need calendar sync before we go live. Is it on the roadmap, and is there a rough timeline?

Priya Natarajan · 8:30 PM

Hi Priya! Calendar sync is in progress right now, and Google and Outlook are the first two we're building. I've added Northwind to the request so you'll hear the moment it reaches beta.

8:52 PM · Sam Rivera

A visual builder, not a rules list

Every workflow is a trigger followed by steps you connect on a canvas. Branch on what you know about the customer, wait for an answer, then act.

Read about workflows

Conditions and branches

Branch on the customer's plan, company, segment, conversation attributes, office hours or the words in their first message.

Actions

Assign to a teammate or team, tag, set priority, snooze, close, apply an SLA, add a note, send a webhook or turn the conversation into a ticket.

Talk to the customer

Send a message, offer buttons, ask a question and save the answer, show a ticket form, ask for a CSAT rating, say when you'll reply, or let Quackback AI answer first.

Triggers for the moments that matter

Start a workflow on what happens in a conversation, and on what doesn't.

Conversation createdGreet, triage and route before a teammate opens it.

Customer unresponsiveNudge after the customer goes quiet, then close.

Teammate unresponsiveEscalate when a reply is overdue.

SLA approaching breachRaise priority and pull in help before a target slips.

SLA breachedReassign and raise priority when a target is missed.

CSAT submittedFollow up on a low score while it still matters.

AI handed off or resolvedRoute hand-offs by reason, or check in after the AI closes one.

Ticket created or status changedTell the customer when the work behind their ticket moves.

Page visitedReact when a known customer opens a page you name, such as pricing.

Workflows also start when a conversation changes status, is assigned, changes priority or has an attribute change, and when a message or internal note arrives.

Start from a template

Templates cover the patterns most support teams set up first. Pick one, then change it to fit.

See every template

Front-door triage botGreets, asks what it's about and routes. No teammate needed up front.

Route by issue typeQuackback AI classifies the conversation and the workflow routes it.

Route by keywordsThe no-AI option: branch on words in the first message.

After-hours front doorSet honest expectations and get a way to reply when the team is away.

Rescue approaching breachesRaise priority and bring in an escalation team before an SLA slips.

Handoff triageWhen the agent hands off, urgent problems go to the right team first.

AI-first support with honest escalationLet the agent try first, check CSAT and escalate when it falls short.

VIP concierge laneFast-track your best accounts with their own team and SLA.

Prioritize by AI urgencyReact when Quackback AI marks a conversation urgent.

Auto-close idle conversationsNudge after the customer goes quiet, then close if it stays quiet.

Post-resolution follow-upA quiet CSAT check once a conversation closes.

Close the loop when a ticket shipsTell the customer when the bug they reported is fixed.

Change workflows without breaking support

Automation that talks to customers needs to be right. These tools let you check it before and after it goes live.

Preview

Run a workflow against a real conversation and see every step it would take. Nothing is sent and nothing changes.

Run timeline

Every run keeps a timeline of what it did and when, so you can see why a conversation went where it did.

Versions

Each save keeps a version. Restore an earlier one if a change doesn't work out.

Which plans include workflows

Visual workflows are on Business and Enterprise on Quackback Cloud, and on every self-hosted install. Every plan gets a default SLA on every conversation and macros for saved replies with actions.

Compare plans

Support inboxWhere workflows route, prioritize and reply.

AnalyticsHow many runs each workflow started, engaged and completed.

Help desk softwareHow Quackback works as a help desk for a growing team.

TicketingWorkflows that create tickets and keep customers posted.

Quackback vs ZendeskAutomation, plans and hosting compared.

Quackback vs IntercomWorkflows, AI and price compared.

Common questions

What can a Quackback workflow do?

A workflow starts on a trigger, such as a new conversation or an SLA about to breach, and follows the steps you draw: check a condition, branch, wait, act. It can assign a teammate or team, tag, set priority, snooze, close or reopen, apply an SLA, set a conversation attribute, add a note, send a webhook, turn the conversation into a ticket or set a ticket's status. It can also talk to the customer with messages, buttons, questions, ticket forms and a CSAT rating, or let Quackback AI answer.

Which triggers can start a workflow?

A conversation is created, changes status, is assigned, changes priority or has an attribute change. A message or internal note arrives. A customer submits a CSAT rating. Quackback AI hands off or resolves. The customer or a teammate goes quiet for too long. An SLA is about to breach or has breached. A linked ticket is created or changes status. And an identified customer with a conversation visits a page you name.

Which plans include workflows?

Business and Enterprise on Quackback Cloud, and every self-hosted install. Workflows you built keep running if you move to a lower plan. Every plan gets a default SLA and macros without a workflow.

Can I test a workflow before it goes live?

Yes. Preview a workflow against a real conversation and you see each step it would take, with conditions checked against that conversation. Nothing is sent and nothing changes. Once it is live, every run has a timeline of what happened.

Can I undo a change to a workflow?

Yes. Each save that changes a workflow keeps a version, and you can restore an earlier one. The restore is saved as a new version, so you can go forward again too.

Do I have to build workflows from scratch?

No. Start from a template such as Front-door triage bot, After-hours front door, Rescue approaching breaches or Auto-close idle conversations, then change it to fit your team.

Have another question? Talk to the team.

Let workflows handle the routine

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