Inquiry Flow That Depends on Identified Keywords

Processes for handling external inquires tend to become overloaded when the number of inquiries increase. That's the inevitable reality. Or is it? Even if the number of inquiries increases, the "number of types of inquiries" should not change dramatically. Automatically categorizing and separating the types of inquiries should be efficient for minimizing response time.

Today's workflow sample automatically changes the business rules if the system identifies a certain set of keywords within webform and email inquiries from external sources.

<Tasks>
0. Inquiry by Phone, etc., 1a. Emergency Inquiry, 1b. Password Inquiry, 1c. Application Inquiry, 1x. General Inquiry, 2b. Password Inquiry, 2c. Application Inquiry, 2x. General Inquiry

<Related Workflows>

• If You Want to Assign Respondents Based on the Type of Inquiry

[Inquiry Response <Auto Category> : "1b. Password Inquiry" screen]

If you want to share the responses with within the company (Cc), you can use something similar to the below workflow.

<Tasks>
0. Inquiry by Phone, etc., 1a. Emergency Inquiry, 1b. Password Inquiry, 1c. Application Inquiry, 1x. General Inquiry, 2b. Password Inquiry, 2c. Application Inquiry, 2x. General Inquiry

• Inquiry Response <Auto Category>
• Inquiry Response <Share Response>