Workflow Automation Overview

Workflows let you automate repetitive customer support and CRM tasks without writing code. You build workflows visually by connecting Triggers, Conditions, and Actions.

The Workflow Builder Structure

Every automation follow a simple flow:

[ Trigger Event ] ---> [ Condition Filters ] ---> [ Action Blocks ]

1. Trigger: The event that starts the workflow (e.g., New Inbound Message).
2. Conditions: Filters that determine if the workflow should run (e.g., If contact.tier equals 'gold').
3. Actions: The automated steps the system runs (e.g., Assign to Queue 'VIP Support').

Accessing Workflows

Workspace Admins can manage automations under Settings → Workflows.

Next Steps

• Building Workflows — Step-by-step editor guide.
• Workflow Action Blocks & Tools — Complete catalog of messaging and voice tools.
• Automation Examples — Common templates and routing patterns.