Assign requests to colleagues
ActaFlow summarises what the customer is asking and suggests which colleagues should respond, according to your team's rules.
The request
Summarise the customer's request and suggest who it should be assigned to according to the team's rules. Let me confirm any doubtful cases.
ActaFlow organises the steps of the request. Add the documents and check the data before using the result.
The workflow steps
- Read the customer's messageActaFlow reads the message provided or retrieves it from Gmail, if connected in the workflow.
- Summarise what the customer needsActaFlow separates commercial questions from technical ones and flags any missing information.
- Suggest who to assign the work toActaFlow applies the team's rules and flags requests without a clear contact.
- Confirm the uncertain assignmentsThe manager reviews the flagged cases and confirms who should handle the request.Manager check
- Assign the request to colleaguesActaFlow shares the summary and attachments with the authorised colleagues according to the confirmed plan.
Customer's questions summarised
Colleagues receive the list of responses to prepare and the information still to be requested.
Assignments according to your rules
Assignments follow the request types and contacts you have defined.
Confirmation for uncertain cases
Requests without a clear contact are referred to the manager before assignment.
How you set up the automation
ActaFlow separates commercial questions from technical ones and flags any missing information. The manager reviews the flagged cases and confirms who should handle the request.
What you need
- Customer message and attachments
- Request types and assignment rules
- Assigned colleagues and document access
Read the customer's message
ActaFlow reads the message provided or retrieves it from Gmail, if connected in the workflow.
Summarise what the customer needs
ActaFlow separates commercial questions from technical ones and flags any missing information.
Suggest who to assign the work to
ActaFlow applies the team's rules and flags requests without a clear contact.
Confirm the uncertain assignments
The manager reviews the flagged cases and confirms who should handle the request.
Assign the request to colleagues
ActaFlow shares the summary and attachments with the authorised colleagues according to the confirmed plan.
Describe the work. AI helps you prepare your workflow.
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Frequently asked questions
Do I need to connect Gmail to try this out?
You can start by providing the message text and attachments. To retrieve emails from the inbox, you need to connect Gmail and configure the reading step.
Can I assign the same request to several colleagues?
Yes. You can assign technical and commercial questions to different people and indicate who prepares the final response. Confirm the proposed assignments before distributing the work.
How do I indicate which colleague a request should be assigned to?
Describe the request types and their respective contacts. ActaFlow proposes assignments based on the rules provided; check assignments and access before distributing the work.
Does the distribution open a ticket in my help desk?
The example organises the internal work. Whether a ticket is opened in an external tool depends on the integration and the operations actually available.
Assign the customer's next request
Provide a message and describe who handles technical, commercial and administrative questions.