Automation workflow waiting for customer

Question

Hi all,

I try to create the following:

when I click on "reply to customer" next to "internal note" in a request or whatever, the status should change to "waiting for customer" right after sending the message to the customer.

currenty I have to click on the status "waiting for support" and select "waiting for customer, to change the status.

We already have this kind of transition in another workflow but we cant reporoduce it, and we cant tell why this is working like that:

If I click on"reply to customer" next to "internal note" the status field changes via a kind of automation ( run as my colleague):

But there is no rule or what ever within the workflow... where is it coming from?

We dont have an active automation in this project oder a global automation or sth. so it is sth within the workflow, isnt it?

Or is it coming from this:

I copied these Properties into another workflow and it didnt work..

Can someone pls help me?

Siobhan Flynn_efxms8 · Answer

@Jack Brickey Hi, I'm looking for a similar use case to you. If you don't mind - how did you achieve having both scenarios where only one of them triggers an automation to change the status?

Susann Petzold · Answer

Well, you are right, could be positive to have an option to answer without a suatus change.

have to check how it is working live :)

Jack Brickey · Answer

Hi Susann,

One thing to keep in mind is that by transitioning the issue as described then you lose (?) the ability to respond to the customer with FYI info while retaining ownership of the issue with the agent. In my implementation I like to have two means of responding to the customer one that will transition the issue to waiting for customer because I need something from them and one where I simply want to share info with them. However that is just my scenario and obviously it may not apply to you.