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What you can do

Perform repeatable steps when a conversation, message, ticket or timer event occurs. Where to find it: Settings → Automation → Workflows

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Before you start

  • Permission to configure automation.
  • An inbox and a simple task you already perform manually.

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Steps

1
Create a workflow draft and give it a purpose-based name, such as Route delivery questions.
2
Choose the trigger: a new conversation, a message, a conversation or ticket change, an SLA event, or a timer.
3
Add conditions to narrow the audience, then add steps such as classification, assignment, a private note, a wait or an approval. Connect every branch to its next step or an end.
4
Check the selected inboxes, teams and approvers. For an action through another business tool, connect that tool and select an allowed action first.
5
Validate the draft and resolve the reported steps. Follow its review and publication controls, then inspect the first run in the workflow history. Pause the workflow if it is behaving incorrectly.

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Example

A new message about delivery is classified, assigned to the delivery team and given a private note with the order-follow-up checklist.

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Things to know

  • A draft does not run merely because it has been saved.
  • AI steps and external actions still need their own permissions, settings and approvals.
  • Pausing prevents further automatic work; inspect an action already in progress before trying it again.

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What happens next

The published workflow responds to its selected events; its run history shows which steps ran and where work stopped.

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If something goes wrong

  • No run: check publication, trigger conditions, inbox and environment.
  • Validation error: open the named step and supply its missing input or destination.
  • Waiting for approval: open the pending request and have an authorized reviewer decide.

Route conversations to the right team

Control who receives work and which staff are available to take it.

Monitor automation and classification

Review automated decisions, run failures and the limits that keep automation under control.

Support procedures and resolution

Create, test and publish support procedures with approved actions and human handover.