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

  1. Navigate to Workflows in the sidebar
  2. Click Templates
  3. Browse by category
  4. Click Use Template on an importable card to create a new workflow

Available Templates

TemplateCategoryRequired connectorAvailability
VIP Customer Priority RoutingTicket RoutingNoneUse Template remains available.
SLA Breach PreventionSLA ManagementSlackRetired in this release; it is not shown in the gallery.
Negative Sentiment EscalationAI-PoweredNoneUse Template remains available.
After-Hours Auto-ResponseCustomer ExperienceNoneRetired in this release while its generated reply text is being proven; it is not shown in the gallery.
Shopify Order Issue HandlerPlatform IntegrationShopifyRetired in this release because Shopify is unavailable; it is not shown in the gallery.

Using a Template

Step 1: Select and Create

Browse the template cards and click Use Template on an importable card. 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 an importable template lists a required connector:

  1. Go to the top-level Integrations page.
  2. Follow the setup for that platform. The current WordPress setup is the WordPress connection; other connector catalogues are unavailable in this release.
  3. Return to the template and select the connected platform in action config.

No importable system template currently requires a connector. Available cards with no required connectors remain importable. The current gallery includes VIP Customer Priority Routing and Negative Sentiment Escalation. If a card offered in the gallery requires a connector that is unavailable, that card remains visible but its button is disabled and says Not available yet. SLA Breach Prevention, After-Hours Auto-Response, and Shopify Order Issue Handler remain listed for seed and release transparency, but are retired and not shown in the gallery.

Step 5: Test

  1. Set trigger to manual
  2. Run with test ticket
  3. Restore original trigger

Step 6: Activate

Click Activate to enable.

Required Connectors

The seed data declares Slack for SLA Breach Prevention and Shopify for Shopify Order Issue Handler; both are retired and not shown in the current gallery. VIP Customer Priority Routing, Negative Sentiment Escalation, and After-Hours Auto-Response declare no required connector. After-Hours Auto-Response remains retired while its generated reply text is being proven. No importable system template currently needs a connector; check each template row for its release status.

Template Variables

The retired SLA Breach Prevention seed exposes a configurable variable:

VariableDescription
slack_channelSlack channel to send SLA alerts to (default support-alerts)

Best Practices

  1. Start simple: Use templates as-is first
  2. Test before activating: Always use manual trigger initially
  3. Review conditions: Ensure they match your ticket patterns
  4. Update placeholders: Replace example values
  5. Document changes: Note customizations

Next Steps