Workflows

Workflows

Automate your support operations with visual workflow automation

Workflows let you automate repetitive tasks and create sophisticated support automation without writing code. Using a visual drag-and-drop editor, you can build automation rules that trigger on specific events and execute a series of actions.

What Are Workflows?

Workflows are automation rules that:

  • Trigger on events like new tickets, new messages, or schedules
  • Evaluate conditions to filter which tickets should be processed
  • Execute actions like updating tickets, sending messages, or calling platform APIs
  • Branch logic to handle different scenarios appropriately

Key Features

Visual Builder

Drag-and-drop interface built on React Flow for intuitive automation design

Smart Triggers

Start workflows on ticket events, schedules, webhooks, or manual triggers

Powerful Actions

12 action types in the editor, including Send to Slack, AI responses, platform integrations, and notifications. Teams is unavailable in this release.

Conditional Logic

Branch workflows based on ticket properties or customer data

Pre-built Templates

Start quickly with templates for common automation scenarios

Common Use Cases

  • Ticket Routing: Automatically assign tickets based on subject keywords, customer tier, or source
  • SLA Management: Escalate tickets that breach response time thresholds
  • Customer Experience: Send personalized follow-ups and satisfaction surveys

Workflow Structure

Every workflow follows a graph structure:

Trigger -> Condition -> Action -> End
              |
              v
           Action -> End
  • Trigger Node: Entry point (required, exactly one)
  • Condition Node: Branches based on true/false evaluation
  • Action Node: Executes an operation
  • Delay Node: Pauses execution for a specified time
  • End Node: Terminates the workflow path

Execution Context

When a workflow runs, it has access to:

ContextDescription
ticket.*Current ticket data (id, status, priority, subject, etc.)
message.*Latest message body (message.body)
customer.*Customer profile (name, email, VIP status, sentiment)
variables.*Values set during workflow execution

Use these in conditions and action templates: {{ticket.subject}}.

Quick Start

  1. Navigate to Workflows in the sidebar
  2. Click New Workflow or browse Templates
  3. Configure your trigger (what starts the workflow)
  4. Add conditions to filter which tickets match
  5. Add actions to define what happens
  6. Save and activate your workflow

Best Practices

  1. Start simple - Begin with a single trigger and action, then add complexity
  2. Test thoroughly - Use manual triggers before enabling event triggers
  3. Add meaningful labels - Name your nodes clearly for easier debugging
  4. Connect all nodes - Ensure every node has a path to an end node
  5. Use templates - Leverage pre-built workflows as starting points

Next Steps