What are the workflow types in ECE?

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Explanation

Enterprise Chat and Email (ECE) supports four types of workflows: Alarm, Outbound, Inbound, and

Exception. Alarm workflows are used to alert agents when they receive a customer message.

Outbound workflows are used to initiate conversations with customers. Inbound workflows are used

to handle incoming customer messages. Exception workflows are used to handle customer messages

that require additional attention.

Reference:

e_chat/enterprise_chat_user_guide/cec_b_enterprise-chat-user-guide-cec/cec_b_enterprise-chat-

user-guide-

tact_center/enterprise_chat/enterprise_chat_user_guide/cec_b_enterprise-

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