Automation and workflows

What is a workflow and when should you use one?

Understand triggers, conditions and steps, and test a workflow before activation.

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A workflow runs a sequence of steps when a defined event happens, such as an incoming conversation or a data change. Use it for repeatable follow-up while keeping a person responsible for decisions that need judgment.

Before you start

Choose one problem to solve, its start event and expected result. Check the channel, inbox, team and data the workflow will use.

Steps

  1. 1

    Sketch the path

    Write the start, conditions, actions and end in a simple sentence before using the editor.

  2. 2

    Open Workflows

    In the workspace, go to Automation or Workflows and create a new flow.

  3. 3

    Choose trigger and conditions

    Select the start event and narrow it to the appropriate inbox or data.

  4. 4

    Start with one action

    Begin with a clear assignment or label action, then add complexity after testing the base path.

  5. 5

    Test and activate

    Use a test conversation, review the outcome and activate only after checking that it will not run repeatedly by mistake.

Check the result

The flow starts only for the intended event and produces the intended result once without unintended transfers or messages.