Trigger-based workflows let you chain multiple agent actions together, starting from a single event. While a content automation produces one piece of content.
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Workflows automate repeatable support actions.
- Open Support workflow settings.
- Create a workflow and give it a clear name.
- Select a trigger.
- Add conditions when the workflow should run only for certain threads.
- Add waits and actions in the required order.
- Save the workflow.
- Test it with a controlled thread.
- Publish it when the result is correct.
Review the run history after publishing. Start with narrow conditions, especially for actions that send customer-facing messages.