Workflows Overview
Workflows let you automate multi-step support processes: route threads, follow up after delays, branch based on conditions, and chain actions together without code. Use them for anything that needs more than a single if-then rule.
What you can do
Run multi-step automations when specific thread events happen
Take different paths based on thread state, labels, tier, channel, or other properties
Pause for minutes, hours, or days before continuing
Cancel a pause early if something changes (e.g. the customer replies)
Trigger workflows manually on a thread or automatically from events
How workflows work
Every workflow starts with a trigger. You can trigger a workflow manually on a specific thread, or set it to run automatically when something happens (like a thread being created or a message being added).
After the trigger fires, the workflow runs through steps. There are three types:
Condition steps check whether something is true or false and branch accordingly. For example, check if a thread has a specific label and take different paths based on the result.
Action steps do something like assigning a thread, setting priority, or sending a message, then continue to the next step.
Wait steps pause the workflow for a set duration. Each wait step has two outcomes: completed (the wait finished) or cancelled (a cancel condition was met, e.g. the customer replied).
Create a workflow
Go to Workflows in the sidebar.
Click New workflow.
Name your workflow.
Set a trigger. Choose Manual or Automatic, then select the events that should start the workflow.
Add steps. Click the + button on the canvas to add condition, action, or wait steps.
Connect steps. Drag between steps to define the flow. Condition and wait steps have two branches (Yes/No or Completed/Cancelled) that you connect to different next steps.
Click Publish.
Your workflow is now active. Drafts are saved but won't run until published.
Limits
Steps can only move forward. No loops
Wait durations: 1 second to 1 year