Workflows
Workflow Templates
Start quickly with pre-built automation workflows
Templates provide ready-to-use workflow configurations for common support automation scenarios. Start with a template and customize it to your needs.
Accessing Templates
- Navigate to Workflows in the sidebar
- Click Templates
- Browse by category or search
- Click Use Template to create a new workflow
Template Categories
Ticket Routing
- VIP Customer Routing: Route VIP tickets to senior agents
- Subject Keyword Routing: Route by keywords (billing, technical)
- Source-Based Routing: Route by channel (email, Slack, Teams)
SLA Management
- SLA Breach Alert: Notify when tickets breach thresholds
- First Response Reminder: Alert if no response in time
- Pending Ticket Followup: Remind on stale pending tickets
Customer Experience
- Auto-Acknowledgment: Send confirmation on new tickets
- Resolution Survey: Send satisfaction survey when solved
- VIP Welcome Message: Personalized acknowledgment for VIPs
Platform Integration
- Shopify Order Sync: Fetch order details from ticket
- Jira Issue Creation: Create Jira issues from tickets
- Slack Escalation: Post urgent tickets to Slack
AI-Powered
- Smart Classification: AI categorizes and sets priority
- AI Draft Response: Generate draft for agent review
- Sentiment Routing: Route negative sentiment to seniors
Operations
- Stale Ticket Cleanup: Auto-close inactive tickets
- After-Hours Reply: Acknowledge outside business hours
- Duplicate Detection: Flag similar recent tickets
Using a Template
Step 1: Select and Create
Browse templates and click Use Template. The builder opens with pre-configured nodes.
Step 2: Review
Check trigger, conditions, and actions match your needs.
Step 3: Customize
- Adjust thresholds and keywords
- Update assignees and channels
- Add or remove nodes
Step 4: Connect Platforms
If required connectors are listed:
- Go to Settings > Connectors
- Connect the required platforms
- Return and select in action config
Step 5: Test
- Set trigger to
manual - Run with test ticket
- Restore original trigger
Step 6: Activate
Click Activate to enable.
Required Connectors
| Category | May Require |
|---|---|
| Platform Integration | Shopify, Jira, GitHub |
| Slack Notifications | Slack |
| Teams Notifications | Microsoft Teams |
| AI-Powered | None |
Check the template card for specific requirements.
Template Variables
Templates may include configurable variables:
| Variable | Description |
|---|---|
{{sla_threshold}} | Minutes for SLA |
{{escalation_channel}} | Slack channel |
{{vip_tag}} | VIP identifier tag |
Best Practices
- Start simple: Use templates as-is first
- Test before activating: Always use manual trigger initially
- Review conditions: Ensure they match your ticket patterns
- Update placeholders: Replace example values
- Document changes: Note customizations
Next Steps
- Visual Builder - Customize templates
- Triggers - Trigger options
- Actions - Available actions
- Connectors - Connect platforms