A support workflow follows connected blocks from its trigger. If/else branches choose which path runs; Wait for pauses a path before later actions.
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A support workflow follows connected blocks from its trigger. If/else branches choose which path runs; Wait for pauses a path before later actions.
Triggers
Choose Thread created, Customer message added, Agent replied, Status changed, Priority changed, Assignee changed, or Labels changed. Use the event that should start a new run.
Conditions
| Field | Comparisons |
|---|---|
| Status, Priority, Channel, Slack channel | Is any of; is none of. |
| Assignee | Is set; is not set; is any of; is none of. |
| Labels | Include any of; include all of; include none of. |
| Subject, Last message | Contains; does not contain. |
| Customer email | Is any of; contains; domain is any of. |
Choose the values for each condition, then connect the appropriate branch to its next block. For example, route a billing label to a specific teammate without applying the action to unrelated threads.
Waits
Use Wait for to delay later actions. Cancellation options include Customer replies, An agent replies, and Status becomes. Select the relevant status when using status-based cancellation.
For example, cancel a follow-up wait when the customer replies so the workflow does not send an outdated reminder.
Actions
- Classify and route: Apply labels, Remove labels, Assign to user, Unassign thread, Set priority, and Set status.
- Continue work: Add note, Send message, Snooze thread, and Lock thread.
- Notify or integrate: Send Slack notification, Create in-app notification, and Send HTTP request.
Send message communicates with the customer. Add note records internal context. Complete each action's required fields and check every branch before publishing.
Verify a run
Save the draft, publish when ready, and trigger the workflow using a controlled test conversation. Open Workflow runs in the builder to inspect what ran. Check the first failed block and any displayed error before testing again.