When managing a workflow, there are several activation settings. This article is focused on the 'Agent Review' setting for email workflows.
For matching tickets, Cal executes the whole workflow but any action steps (e.g. send reply, update Zendesk ticket, custom API) are left unexecuted for agents to review in the Copilot side panel before executing.
For example, with the following simple workflow:
When an agent opens the Copilot app for a ticket that triggers this workflow they will first see the Zendesk ticket update step as a ‘Suggested action’:
Once an agent reviews and hits ‘Confirm action’, the workflow will continue and then show the agent the predrafted response. The agent can then review this draft, use ‘Rephrase reply’, or ‘Move to editor’ when they’re comfortable with the message to send.
Why do these cases show "Skipped: no reply"?
Because an Agent review workflow holds its actions for an agent to review instead of replying on the ticket, the workflow's Monitor and View cases tabs show these cases as Skipped: no reply. That's expected and doesn't mean the workflow failed.
To check that the workflow ran, open the case from the Monitor or View cases tab and look at its step history. If it shows no activity at all, contact support@assembled.com.