Nextiva NEXT - NEXT Studio - Workflow Components

SMS Message Consumer

Starts a flow when an inbound SMS is received.

Used to listen for customer-initiated SMS messages.

Both Workflows and Functions

SMS Wait For Messages

Pauses the flow until a response is received.

Used after sending a message to wait for a reply.

Both Workflows and Functions

SMS Forward To Agent

Routes an incoming SMS to an available agent.

Used when escalation from bot to human is needed.

Both Workflows and Functions

SMS Forward To Consumer

Sends a system or agent reply to the customer.

Used to send follow-up or resolution messages.

Both Workflows and Functions

Forward Bot Message to Consumer

Sends a bot-generated message to the customer.

Used to deliver automated chatbot responses via SMS.

Both Workflows and Functions

SMS Template

Sends a predefined SMS message.

Used to send standard replies (e.g., "Your request is confirmed").

Both Workflows and Functions

SMS Cherry Picking

Allows agents to manually assign unclaimed tickets.

Used in shared inboxes for manual routing.

Both Workflows and Functions

Send SMS Template From Expression

Sends a dynamic template based on logic or variables.

Used when the template depends on input like plan type.

Both Workflows and Functions

Send SMS To Contact

Sends an SMS to a saved contact in the system.

Used for outbound updates to known users.

Both Workflows and Functions

Send SMS To Phone

Sends an SMS to a raw phone number.

Used for one-time messages where the contact isn’t saved.

Both Workflows and Functions

Dynamically sends an email using variable-based content and expressions.

Used when the email message or recipient is determined based on flow logic.

Both Workflows and Functions

Sends an email to a manually entered address.

Used for one-time emails to external addresses.

Functions only

Sends an email to a contact saved in the system.

Used when targeting known customers from CRM/contact lists.

Functions only

Sends a static, plain email message.

Used for internal notifications or default messages.

Functions only

Sends a voicemail recording as an email attachment.

Used to notify agents or customers with missed call voicemails.

Functions only

Sends a reply to an existing email thread.

Used to continue an open email conversation.

Functions only

Replies to an existing thread based on dynamic content or templates.

Used when the response logic is conditional or template-driven.

Functions only

Defines the HTML or plain text content of an email.

Used to construct rich-formatted messages before sending.

Functions only

Sends a predefined email (non-dynamic).

Used when sending a standard static message.

Functions only

Forwards message content to another email address.

Used to pass tickets or escalations via email.

Functions only

Similar to “Forward as Email”, used for resending previous threads.

Used for workflow-driven forwarding of agent or customer emails.

Functions only

Assigns a status or label to an email conversation.

Used to categorize or end a thread with a final tag (e.g., “Resolved”).

Functions only

Synthesize Text via Google TTS

Converts dynamic or static text into speech using Google Text-to-Speech (TTS).

Used to deliver spoken messages to callers dynamically, such as reading out a name or support status.

Both Workflows and Functions

Conference

Connects the current caller to multiple participants in a conference.

Used for escalation or supervisor intervention.

Functions only

Extend Call

Increases the time a call can stay active before timing out.

Used when holding a customer longer in a queue.

Functions only

Park Call

Places the call on hold and makes it available to be picked up later.

Useful for call parking systems where an agent can retrieve the call.

Functions only

Outbound Call Action

Initiates an outbound voice call from the system.

Used for scheduled callbacks or proactive customer calls.

Functions only

Take Back

Retrieves a transferred call before it's answered by the recipient.

Used if a call was mistakenly transferred or if escalation isn't needed.

Functions only

Play Voicemail Message

Plays a prerecorded voicemail file to the caller.

Used when routing calls to voicemail endpoints.

Functions only

Agent Dial

Initiates an internal call to a specific agent.

Used for cold transfers or internal escalation.

Functions only

Callback

Schedules a callback for a customer from the queue.

Useful for long wait times—offer a callback instead.

Functions only

Callback From Expression

Schedules a callback using logic-based inputs (e.g., time slot).

Used when callback numbers or times vary by workflow.

Functions only

Play & Collect Digits

Plays a message and collects keypad input (DTMF).

Used for menu selections like "Press 1 for billing, 2 for support."

Functions only

Play Prompt

Plays a standard prompt or audio clip to the caller.

Used for greetings, confirmations, etc.

Functions only

Terminate

Ends the call and the flow.

Used when no further routing or action is needed.

Functions only

Voicemail

Routes the call to a voicemail inbox.

Used after-hours or when agent queues are unavailable.

Functions only

Get User Voicemails

Retrieves voicemails for a user.

Used in backend logic or dashboard workflows.

Functions only

Direct Connect

Bridges the call directly to another person or group.

Used for direct transfers or connection workflows.

Functions only

Play Recording

Plays a user-generated recording during a call.

Used for disclaimers, hold music, etc.

Functions only

Anonymous Call Rejection

Blocks calls without caller ID.

Used to prevent spam or privacy-violating calls.

Functions only

State Abbreviation

Extracts the U.S. state code from a phone number.

Used for region-based routing.

Functions only

Cancel Voicemail

Cancels a voicemail session in progress.

Used to stop recording mid-session when conditionally routed.

Functions only

Get Digits

Captures keypad input (DTMF) from the caller.

Used when caller needs to enter an account number, PIN, etc.

Functions only

Direct Voicemail

Routes the call directly to voicemail without ringing.

Used for agents who prefer not to ring during off hours.

Functions only

External Transfer

Transfers the call to an external number.

Used when routing to third-party support lines.

Functions only

Play Voicemail Greeting

Plays a greeting before sending the caller to voicemail.

Used to personalize the voicemail experience.

Functions only

Play & Collect Digits From Expression

Same as Play & Collect Digits, but dynamically selects the message and logic.

Used for personalized IVRs based on user or session data.

Functions only

Play Music

Plays hold music or background audio.

Used while caller is in queue or waiting for agent pickup.

Functions only

Play Number

Converts a number to audio and plays it.

Used to confirm reference numbers or case IDs.

Functions only

Play Prompt from Expression

Plays a prompt defined by a dynamic expression.

Used for intelligent IVR experiences with conditional audio.

Functions only

Play Prompt Async

Plays a prompt in parallel with other flow steps.

Used to enhance performance in multitasking call flows.

Functions only

Recording

Starts recording the call.

Used for compliance or quality assurance.

Functions only

Save Voicemail Greeting

Saves a recorded voicemail greeting to the agent profile.

Used during setup or when updating greetings.

Functions only

Say

Converts text to speech using a native engine.

Alternative to TTS; used for speaking simple system messages.

Functions only

ACD Voicemail

Routes a call to voicemail in an agent queue.

Used when no agents are available in an ACD.

Functions only

ACD Voicemail From Expression

Routes to ACD voicemail using logic expressions.

Used for logic-based fallback handling.

Functions only

Play Collect Google TTS

TTS prompt with digit input collection.

Used when prompting users with dynamic values, and collecting responses.

Functions only

Set Conversation Recording

Turns call recording on or off dynamically.

Used to stop/start recording based on consent.

Functions only

Direct Connect No Answer

Handles fallback when Direct Connect is unanswered.

Used to reroute or leave voicemail if agent doesn't pick up.

Functions only

Prepare TTS Text

Prepares dynamic text for speech synthesis.

Used to clean up text before converting it to speech.

Functions only

Play TTS File

Plays a stored TTS-generated audio file.

Used to replay messages generated earlier.

Functions only

Resolve Caller-ID

Displays or speaks the incoming caller's ID.

Used in voice flows that announce caller details.

Functions only

Direct Connect Cancel

Cancels an ongoing direct connect session.

Used when caller hangs up or routing fails.

Functions only

Delete User Voicemail

Deletes a voicemail from the user's inbox.

Used in cleanup flows or by request.

Functions only

Mark User Voicemail Read

Marks a voicemail as read.

Used to update notification state.

Functions only

Listen User Voicemail

Plays back a voicemail message.

Used in dashboards or agent voicemail review.

Functions only

Play Voicemail

Plays a saved customer voicemail to an agent.

Used when reviewing or replaying messages in a Function.

Functions only

Create/Update Ticket

Creates a new support ticket or updates an existing one.

Automatically generate a ticket from a missed call or update it based on agent activity.

Both Workflows and Functions

Execute Script

Runs a JavaScript snippet to modify flow behavior dynamically.

Use to validate inputs, calculate variables, or route based on logic.

Both Workflows and Functions

Custom API

Sends data to or retrieves data from a third-party system via API.

Look up customer records in Salesforce before routing the call.

Both Workflows and Functions

Execute Function

Calls a reusable function block from within the workflow.

Run a prebuilt module like “verify customer identity” without duplicating logic.

Both Workflows and Functions

Create Contact

Adds a new contact record to the database.

Capture a new lead during the first interaction and save it for future follow-up.

Both Workflows and Functions

Transfer to Virtual Agent

Routes the conversation to an AI-powered Virtual Agent.

Offload repetitive queries (e.g., "What's my order status?") to a chatbot.

Both Workflows and Functions

Transfer to Flow

Switches the active workflow to another flow or campaign.

Move an interaction to a fallback or specialized flow, such as billing escalation.

Functions only

Skill Name

Sets the skill level for users to determine routing priorities.

Route workitems to agents based on predefined skill levels like "Spanish" or "Billing".

Both Workflows and Functions

Remove Skills

Removes all skills currently associated with the workitem.

Reset routing criteria if no agents are available under the original skill assignment.

Both Workflows and Functions

Queue Data

Retrieves channel availability or agent counts for a specified queue.

Monitor agent availability for queue-based routing logic.

Both Workflows and Functions

Queue Data From Expression

Dynamically retrieves queue status using workflow variables or expressions.

Retrieve queue data based on previous user input (e.g., region or language).

Both Workflows and Functions

Enter Queue

Sends a workitem into a defined queue for routing.

Queue incoming SMS, call, or chat based on predefined queue rules.

Both Workflows and Functions

Enter Queue from Expression

Routes workitems to queues using a dynamic name or variable.

Route users to different queues based on dropdown selection (e.g., product or tier).

Both Workflows and Functions

Enter Queue from Bot

Allows a bot to place a workitem into a queue.

Trigger queueing after bot escalation or fallback scenario.

Both Workflows and Functions

Exit Queue

Removes a workitem from a queue.

Use before transferring to voicemail or alternate path if no agents available.

Both Workflows and Functions

Overflow Queue

Moves workitems to a fallback queue if primary queue is full/unavailable.

Shift customers to another support line during high volume.

Both Workflows and Functions

Overflow Queue From Expression

Dynamically determines overflow queue using expressions.

Use customer region or segment to pick the right backup queue.

Both Workflows and Functions

Skills

Attaches skill routing tags to workitems.

Ensure agents with relevant knowledge receive the interaction.

Both Workflows and Functions

Find Sticky Agent

Looks for the last agent the customer interacted with.

Maintain continuity in service by routing to a familiar agent.

Both Workflows and Functions

Priority

Assigns urgency to a workitem for queueing purposes.

Prioritize VIP users or high-priority tickets for faster handling.

Both Workflows and Functions

Queue Announcement

Plays an announcement while a customer is in queue.

Share wait time, instructions, or greetings while customer is waiting.

Both Workflows and Functions

Transition

Moves the workitem from the current workflow to a new defined workflow.

Used to switch customer journeys mid-interaction based on routing or business logic.

Both Workflows and Functions

Transition By Name

Moves the workitem to a specific workflow by referencing the workflow name.

Use when you have the workflow name dynamically stored or passed in as a variable.

Both Workflows and Functions

Transition if blocked

Triggers a transition only if the current flow path is blocked or fails.

Add fallback routing logic when primary action fails.

Both Workflows and Functions

Forward to an agent/inbox

Moves the workitem directly to a specific agent or shared inbox.

Used in escalation workflows or VIP routing to route tickets to named inboxes or people.

Both Workflows and Functions

Create conversation

Starts a new chat-based interaction with a user.

Used to initiate a personal or support conversation thread within the system.

Functions only

Create Leads

Adds new lead entries to the CRM or lead system.

When new customer details are gathered via a bot or form.

Functions only

Add Lead

Adds a single lead to the system with custom attributes.

Used during contact forms or interest-based lead qualification.

Functions only

Start / Stop List

Starts or stops campaign lists or lead processing.

Enables or halts a dialer or outreach list dynamically.

Functions only

Set Consent

Sets consent preferences for a contact.

Used when a customer opts into or out of communication channels.

Functions only

Get Consent

Retrieves the consent status of a contact.

Used to check opt-in status before sending messages or calling.

Functions only

Create Contact

Creates a new contact profile in the system.

Used when collecting new customer details from incoming workflows.

Functions only

Contact

Looks up or retrieves existing contact details.

Used for personalization and pre-populating forms or actions.

Functions only

Update Contact

Edits an existing contact’s attributes.

Updating phone numbers, email, or preferences.

Functions only

Lead Attempts Count

Tracks how many times a lead has been attempted.

Helps enforce contact policies or optimize outreach timing.

Functions only

Get Lead Attempts

Returns the number of lead interactions.

Used in decision logic for whether to continue contacting a lead.

Functions only

Lead Update

Updates lead-specific information.

Modifying lead status or score after a conversation.

Functions only

Message History

Fetches historical chat or message interactions.

Reviewing past communications before initiating a response.

Functions only

Lead

Retrieves lead information based on ID or attributes.

To check progress or update in real-time engagement flows.

Functions only

Create Salesforce Case

Integrates with Salesforce to generate a support case.

When a customer query needs escalation or formal tracking in Salesforce.

Functions only

Start Timer

Begins a timer for time-based logic.

Used in surveys or reminder flows.

Workflows only

Save Variable

Saves a variable in the workflow’s context.

Storing customer input like ticket number or name for later use.

Workflows only

Return To Workflow

Redirects control back to the primary workflow.

After executing a function or subflow, it returns the user to the main path.

Workflows only

Simple Menu

Presents a basic IVR or menu-based choice.

“Press 1 for Billing, 2 for Tech Support” logic.

Workflows only

Set Language

Sets preferred language for the current flow.

Routing multilingual callers to localized experiences.

Workflows only

Start Keep Alive

Prevents sessions from expiring prematurely.

Keeps the browser session or call live while processing.

Workflows only

Stop Keep Alive

Ends the keep-alive timer.

Allows the session to timeout naturally.

Workflows only

Survey

Initiates a post-interaction customer survey.

Used for CSAT or feedback collection.

Workflows only

Regex

Runs a regular expression on an input.

Validating inputs like email or phone number.

Workflows only

Time Event

Triggers an action based on a time condition.

Used to delay, pause, or transition after a timeout.

Workflows only

Survey From Expression

Dynamically launches a survey based on expression logic.

When a condition is met, like “if queue wait time > 2 mins”.

Workflows only

Get Names

Retrieves user or contact names from the system.

For personalization or when merging data across flows.

Workflows only

Set Global Variable

Assigns a value to a global variable shared across workflows.

Storing company name or session-wide attributes.

Workflows only

Get Global Variable

Retrieves values stored in global variables.

Used to apply or conditionally act based on previously stored data.

Workflows only

Execute Flow

Calls another flow from within the current workflow.

Used for modular design or reusing common processes like verification.

Workflows only

Predict Category

Uses Google’s ML model to classify text input and assign a category label.

Automatically categorizes SMS, chat, or email content to determine appropriate routing or escalation.

Both Workflows and Functions

Translate

Translates incoming text to another language.

Used when an agent or workflow needs to handle customer messages in a different language.

Both Workflows and Functions

Detect Language

Identifies the language of a given text input.

Automatically determines customer’s language before routing to an agent or sending an auto-reply.

Both Workflows and Functions

Generative AI

Uses AI to simulate bots or generate smart text responses.

Auto-generates replies for chatbots or agents during interactions to reduce manual typing.

Both Workflows and Functions

Summarize Transcription

Condenses long transcriptions into shorter summaries.

Provides quick overviews of voice call transcripts for agent notes or CRM records.

Both Workflows and Functions

Send Microsoft Teams Message

Sends a custom message to a specified Microsoft Teams channel.

Notify an internal team via Teams when a high-priority customer ticket is created.

Both Workflows and Functions

Debug Workitem Via Slack

Sends detailed debug information of a workitem to a Slack channel.

Used during development or QA to monitor workflow data or trigger points.

Both Workflows and Functions

Send Slack Message

Sends a plain text message to a designated Slack channel.

Used to notify Support or Engineering teams about specific workflow triggers or escalations.

Both Workflows and Functions

Alarm

Raises a compliance alert for a specific user or workitem.

Used to flag critical compliance or SLA events on dashboards.

Both Workflows and Functions

Agent Notification

Sends a visual pop-up notification to agents in the UI.

Used to notify agents about urgent ticket updates, escalations, or internal messages during interactions.

Both Workflows and Functions

Get Temporary Credit Card Token

Generates a token via Moneris to securely process credit card payments.

Collecting payment details during a customer call or chat without storing sensitive card data.

Both Workflows and Functions

Connect Workitem

Reconnects the workitem to the agent who originally handled it.

When a payment IVR completes, it returns the session to the same agent who initiated the transaction.

Both Workflows and Functions

Notify NPA

Triggers a notification to the Nextiva Payment Application (NPA).

Used when a payment is completed and needs to be recorded or followed up in the external system.

Both Workflows and Functions

Message Bot

Sends a message to the Dialogflow bot or triggers an intent via Event.

Trigger an intent or continue a bot conversation from a chat or SMS workflow.

Both Workflows and Functions

Wait for messages

Waits for an incoming Dialogflow webhook response.

Used in a Webhook state to listen for Dialogflow's response based on a customer’s input.

Both Workflows and Functions

Response to Dialogflow

Builds and sends a response back to Dialogflow, often using variables or events.

Deliver a bot reply or trigger a follow-up Dialogflow intent using an Event value.

Both Workflows and Functions

Transfer to Dialogflow

Routes a telephony call to Dialogflow via a Phone Gateway.

Connects a voice call to a Dialogflow-powered IVR experience.

Both Workflows and Functions

Retrieve the call

Ends Dialogflow telephony interaction and returns call to the Thrio workflow for next actions.

Used when customer opts to speak to an agent; call returns from bot to Thrio for queue routing.

Both Workflows and Functions

Notify Participants

Sends notifications to selected participants in a conversation.

Used to alert specific users (like agents or supervisors) about updates in a conversation.

Both Workflows and Functions

Add Mentions

Adds mention tags for specific users in the conversation.

Used to direct a message or note to a specific user (e.g., @John) in a shared thread.

Both Workflows and Functions

Link Video Meeting to Conversation

Links a scheduled or ongoing video meeting to the current conversation.

Useful when an escalation requires a video call and needs to be tracked in the chat thread.

Both Workflows and Functions

Dispose Video Meeting Resources

Releases or ends the resources tied to a video meeting.

Used to clean up after a video session ends to ensure resources aren't held unnecessarily.

Both Workflows and Functions

Add Video Meetings Message to Conversation

Adds system-generated video meeting details/messages into the thread.

Inserts a meeting summary or link into the conversation, often for historical or quick access.

Both Workflows and Functions

Attach ICS File to Video Meeting

Adds a calendar invite file (ICS) to the video meeting object.

Allows the customer or internal team to easily add the meeting to their calendar.

Both Workflows and Functions

Forward to bot

Sends a message from the workflow to an integrated bot.

Initiates a bot conversation or sends customer input to a bot.

Functions only

Enable Bot Flow

Activates the chatbot flow during the conversation.

Enables routing into bot-based flows within a function.

Functions only

Forward to agent

Forwards a chat message to a live agent.

Used to hand off the conversation from the bot to an agent.

Functions only

Forward Bot Response

Sends the message from the bot (via webhook) to the consumer.

Displays bot replies in chat.

Functions only

Forward to consumer

Sends a defined message directly to the consumer.

Sends a message without a bot or agent source (e.g., static responses).

Functions only

Chat Message Agent

Sends a message to the agent within a chat workitem.

Used for instructions, context, or previews before responding to customers.

Functions only

Chat Message Consumer

Sends a pre-defined message to the customer within the chat.

Provides instructions, prompts, or buttons during chat interactions.

Functions only

Chat Push Information

Pushes structured information to the chat window.

Used for form-based inputs, summaries, or card displays in chat.

Functions only

Stop push page

Ends a current chat push interaction or removes displayed information.

Removes a previously displayed form or push card from the chat interface.

Functions only

Wait Chat Message

Waits for the next user message to trigger subsequent steps.

Used after bot prompts to pause for user input.

Functions only

Notification To Survey

Sends a notification or redirect to a post-chat survey.

Automatically invites customers to rate their support experience after the interaction ends.

Functions only

Forward Social Reply

Sends the agent’s reply on a social message back to the consumer.

Used to respond to Facebook post or DM via the same channel (e.g., comment reply, DM reply).

Functions only

Social Like

Sends a "like" response on the social post or message.

Used to engage with customers by liking their post or message directly via the platform (e.g., Facebook).

Functions only

Social Delete

Deletes the social post that created the workitem.

Used to remove inappropriate or resolved public messages from the social feed.

Functions only

Social Action

Performs a platform-native action on a social post (like, share, etc.).

Useful when combining multiple social engagement actions in a workflow.

Functions only

Set Global Variable

Defines a global variable that can be used across multiple workflows or functions.

Store a campaign-wide preference like language or region.

Functions only

Get Global Variable

Retrieves the value of a previously stored global variable.

Pull in a saved preference like last known region or support tier for reuse.

Functions only

Get Names

Captures agent names using digits or voice and returns a list of matching agents.

Customer enters digits for an agent's name to be connected.

Functions only

Start Keep Alive

Begins a timer for customer response. If no response is received within the set time, the workitem expires.

Wait for customer reply in SMS or chat; expire session if unresponsive.

Functions only

Survey

Initiates a predefined survey sequence to collect feedback or info.

Launch post-call customer satisfaction survey.

Functions only

Survey From Expression

Launches a survey dynamically based on logic or variable input.

Send different surveys depending on queue or call type.

Functions only

Execute Flow

Runs a different workflow inside the function.

Trigger a new flow when a specific logic condition is met.

Functions only

Return To Workflow

Ends the function and returns the workitem to the original workflow where it was called.

Complete validation function and return user to the main queue.

Functions only

Stop Keep Alive

Cancels the keep-alive timer that was set earlier.

Cancel timeout monitoring if the user responds before the timer ends.

Functions only

Regex

Performs pattern matching (e.g., validate string, phone number format).

Check if input matches an expected format before proceeding.

Functions only

Save Variable

Stores a value or result in memory during the session for use later in the workflow.

Save DTMF input or decision state to use in branching logic.

Functions only

Set Language

Changes the language for prompts, transcripts, and system messages in the workflow.

Switch to Spanish or other language if customer selects that in IVR.

Functions only

Simple Menu

Provides a customizable IVR menu experience within a function.

Use in IVR to guide caller through numeric options with retries, timeouts, and branching.

Functions only

Start Timer

Begins a timer to track a specific action or delay in a workflow.

Measure how long a user stays in a queue or how long they take to complete an action.

Functions only

Time Event

Records a time-based event in the workitem history for reporting and logic decisions.

Capture how long a workitem stayed in a given state (e.g., call ringing or IVR prompt).

Functions only

Set Consent

Records customer consent status for communication.

Used for legal compliance before sending messages.

Workflows only

Contact

Retrieves contact details.

Used to fetch a customer profile.

Workflows only

Create Contact

Creates a new contact record.

Used when onboarding a new lead or customer.

Workflows only

Update Contact

Updates existing contact information.

Used to maintain accurate customer data.

Workflows only

Lead Attempts Count

Tracks how many times a lead has been contacted.

Used to prevent over-contacting a prospect.

Workflows only

Lead Update

Updates lead information with new data.

Used during progressive engagement with leads.

Workflows only

Start / Stop List

Adds or removes a lead/contact from a workflow list.

Used for excluding contacts from further messaging.

Workflows only

Add Lead

Adds a new lead to the system.

Used by sales or marketing teams for prospecting.

Workflows only

Get Consent

Retrieves consent preferences from contact profile.

Used to conditionally send outreach based on consent.

Workflows only

Message History

Retrieves past message history for a contact.

Used to review conversation context.

Workflows only

Get Lead Attempts

Fetches the number of prior contact attempts on a lead.

Used for tracking engagement history.

Workflows only

Lead

Pulls full lead details.

Used in advanced logic flows needing detailed lead context.

Workflows only

Create Leads

Creates multiple leads or lead objects.

Used for batch lead imports or group additions.

Workflows only

Create conversation

Initiates a new message thread or interaction.

Used to begin new tickets or conversations with a contact.

Workflows only

Create Salesforce Case

Creates a case in Salesforce from within the workflow.

Used for syncing support cases to Salesforce CRM.

Workflows only

If/else

Evaluates conditions to determine which path a workflow should follow.

Used to branch a flow based on user input, variables, or expression logic.

Workflows only

Business hours

Checks if the current time is within configured business hours.

Used to route calls or messages differently during working vs. non-working hours.

Workflows only

Create Support Ticket

Creates a new support ticket within the system to track issues

Used to log an issue or inquiry for follow-up by the support team or to start a case record

Workflows only