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Support procedures

Automate a defined support procedure with a visible next step

Turn a repeatable support flow into a configured Procedure with conditions, provider actions and a clear human handoff when the request falls outside its scope.

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Build the path, then let it run

Dobrik points to the features in this support workspace
Build the path, then let it run
  • Trigger: A conversation or configured event starts the workflow.
  • Match conditions: Use the audience, inbox and available context.
  • Run allowed steps: Answer, collect details or use a configured action.
  • Handle exceptions: Send unsupported cases to the appropriate teammate.

Reduce repetitive sorting, questions and follow-ups.

Illustrated workflow: conditions select the next action.

In the workflow

What changes once the work is visible.

  1. 01

    Start with a task that has a clear finish

  2. 02

    Let the customer and the team see what happened

  3. 03

    Pilot one procedure with real edge cases

Start with a task that has a clear finish

A good procedure has a known input, a small number of decisions and an outcome a customer can understand. Examples include collecting details for a support request, checking availability or creating a configured follow-up.

Keep the provider, permissions and expected result visible in the configuration. Test the success path, missing information and provider failure before exposing the procedure in a widget or workflow.

Configure and test procedures and actions

Let the customer and the team see what happened

A procedure should confirm the provider result instead of implying success after a button click. If a step cannot be completed, keep the conversation available for a teammate with the collected details.

Do not use an automation to hide a decision that changes money, access, privacy or security. Make the required approval part of the workflow.

Test a customer-facing procedure

Pilot one procedure with real edge cases

Start with a small test set: complete data, a missing field, a provider timeout and a request for a teammate. Record which step needs clearer copy or a different owner.

Publish the procedure only after the expected outcome and the fallback are understandable to someone who did not configure it.

Run a procedure test

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Dobrik celebrates a clearer way to resolve customer questions

Start with one inbox

Connect email or add chat to your website.

Choose a support address or place the widget on your site. Then assign requests and reply from the conversation.

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