Workflows

Workflows let you build powerful, multi-step automations to speed up your support processes. With branching logic, wait states, and conditional actions, you can create sophisticated automations that run automatically or on demand.

What you can do with workflows

Workflows are perfect for automating complex support processes:

• Branch based on conditions – take different paths depending on thread state, labels, tier, or other properties

• Wait before acting – pause for minutes, hours, or days, then continue

• Cancel waits conditionally – stop waiting early if something changes (e.g., customer replies)

• Chain multiple decision points – build complex logic flows without writing code

How workflows work

Workflows are built from three types of steps:

1. Condition steps

Condition steps evaluate whether something is true or false, then branch accordingly.

You can create conditions based on labels, tiers, channel, priority and more

2. Action steps

Action steps perform an operation, then continue to the next step.

Example actions:

• Assign the thread to a user or team

• Set the thread priority (Urgent, High, Normal, Low)

• Set an escalation path

• Send a message to the customer

3. Wait steps

Wait steps pause the workflow for a specified duration. This is useful for follow-ups, reminders, or giving customers time to respond before taking action.

Wait steps have two possible outcomes:

• Completed – the wait finished naturally, continue to the next step

• Cancelled – a cancel condition was met (e.g., customer replied), branch to a different step

Creating a workflow

Go to Workflows to create and manage your workflows.

1. Name your workflow – choose a clear, descriptive name

2. Set a trigger – choose when the workflow should start:

   • Manual – triggered by a user action

   • Automatic – triggered by thread events such as "thread created", "message added" and more

3. Add steps – build your logic using condition, action, and wait steps

4. Connect steps – link steps together to create your flow

5. Publish – workflows only run when published (drafts are saved but inactive)

Example use cases

• Escalation workflow: If a thread is marked urgent and unassigned for 5 minutes, assign to a manager and send a Slack notification

• Follow-up workflow: After sending a response, wait 24 hours. If no reply, send a follow-up message. If still no reply after 48 hours, close the thread.

• Enterprise routing: When a thread is created, check if the customer is enterprise tier → assign to account manager.