Enders overview
We have very handy thing like automation of routine tasks that calls Enders. To setup enders you should navigate to Analytics -> Enders as shown on the snapshot.
Once you've navigated there, you'll be able to see the list of all created Enders.
To create a new Ender (Automation task), please click on Create Ender button on the top navigation panel. Once clicked, appears the Create New Ender window.
There are next available options:
Ender name - the name of this routine, that will be shown in the list.
Team - here can be specified the team, with which this ender will be associated.
Activate - indicates this ender should be activated immediately after creation or not.
Cancel - this button cancels the creation of new ender.
Save - this button saves the new ender with all data entered and specified.
Trigger when - here should be specified the general event, of which the ender will be triggered. There are available 3 options
New conversation added - when new session (i.e. call, email, chat) if uploaded and added to the list of all conversations
New scoring added - when scorecard has been filled and submitted
New comment added - when new comment is added to the particular conversation (or for the bunch of them)
Condition - here you can indicate deeper setup for event triggering. Here is available all types of filters. (Detailed information about filters you can find here)
Action type - here is specifying the exact action, what should be done, when condition is met. There are available 3 options:
Send notification - when selected, should be indicated:
Recipients (one or more) - should be indicated email address, or username from the list of available users.
Notification frequency - how often notifications will be sent
Set score defaults - automatically set the score using the selected scorecard. Is needed to select scorecard. When scorecard is selected appears the button, to set default score.
On clicking this button, appears general scorecard view. Here can be specified default score.
Add comment - on this event triggering the new comment will be added to the conversation.
Comment to add - indicate the comment that will be added.
Add action - we are supporting few actions on 1 event triggering. So here can be added another action, that will be performed on event triggering, and when previous action had been done.