> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stackshift.cloud/llms.txt
> Use this file to discover all available pages before exploring further.

# Build an automated workflow

> Perform repeatable steps when a conversation, message, ticket or timer event occurs.

<Note>
  This guide includes features awaiting release. If an option is not available in your workspace, contact StackShift Support.
</Note>

## What you can do

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

## Before you start

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

## Steps

<Steps>
  <Step>
    Create a workflow draft and give it a purpose-based name, such as Route delivery questions.
  </Step>

  <Step>
    Choose the trigger: a new conversation, a message, a conversation or ticket change, an SLA event, or a timer.
  </Step>

  <Step>
    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.
  </Step>

  <Step>
    Check the selected inboxes, teams and approvers. For an action through another business tool, connect that tool and select an allowed action first.
  </Step>

  <Step>
    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.
  </Step>
</Steps>

## Example

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

## 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.

## What happens next

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

## If something goes wrong

<Warning>
  * 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.
</Warning>

## Related guides

<CardGroup cols={2}>
  <Card title="Route conversations to the right team" href="/stackshift-support/routing-and-availability">
    Control who receives work and which staff are available to take it.
  </Card>

  <Card title="Monitor automation and classification" href="/stackshift-support/automation-monitoring">
    Review automated decisions, run failures and the limits that keep automation under control.
  </Card>

  <Card title="Support procedures and resolution" href="/stackshift-support/agentic-procedures">
    Create, test and publish support procedures with approved actions and human handover.
  </Card>
</CardGroup>


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