Add an optional activity

Add optional activities to different stages in a playbook. Although customer processes follow a certain structure, optional tasks may be necessary in some instances. For example, a customer may want to schedule an appointment to visit a location.

Before you begin

This feature must be configured by an administrator. If optional activities aren’t configured for a playbook, the Add Activity menu item isn’t available. For more information, see Configure playbook stage and activity visibility.

Role required: agent

About this task

You can add some optional activities to any stage while you can add others only to a single stage. You can't insert an optional activity as the first activity in a stage or between two completed activities. An approval request optional activity is supported only for a business-to-business (B2B) use case.

An agent or a fulfiller can insert an approval request optional activity during a  playbook  run in process-based page variants for complaint case type (in the triage and research stage) or onboarding case type (in the due diligence stage).

Procedure

1. Open a playbook in CSM Configurable Workspace.
2. Find a stage by selecting the More actions menu.
3. Select Add Activity.
   Add Activity isn’t displayed if no optional activities are available in this stage.
4. In the location that you want to add the activity to the playbook, select  + Add activity here .
   In the modal that opens, you can see the placeholders where you can insert an activity.
5. Select the activity that you want to add to the playbook.
6. Select Done.