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UCaaS · Automation & workflows
Give recurring work a reliable next step.
Connect a customer event to the decisions and actions that follow. Build a visual workflow that brings conversations, customer records and service tasks together—on rules your team can understand.
Plan your first workflowService intake
Workflow
BUILD
Trigger
Condition
Action
01
When
A message arrives
02
Check
Request contains “maintenance”
03
Then
Create a service ticket
One event. A prepared next step.
FROM A RULE TO A COMPLETE PROCESS
The value is in what happens between teams.
Routing decides who receives the request. A workflow also decides what information to read, which condition matters, what record to update and how to keep the customer informed.
EVENT-DRIVEN WORK
Start where the work actually begins.
A new conversation is different from an updated customer record. Select a suitable trigger, then narrow it with filters so the workflow responds to the events it was designed for.
Choose the starting event
Conversation
Created · opened · closed
Message
Message received
Customer data
Contact or account created / updated
Service
Ticket created
More entry points
Campaign · schedule · manual · webhook
Start with the event that drives the next action.
CONDITIONS & BRANCHES
Make the decision explicit.
Use condition blocks to compare values before executing an action. Yes/no branches and multi-path choices help organise different cases without hiding the decision inside a long procedure.
Condition review
01
Field
Request type
Comparison
Equals
Value
Maintenance
Matching requests continue
Other requests follow their configured path.
Equals
Does not equal
Contains
ACTIONS THAT MOVE THE WORK
Connect the small actions that usually need a handover.
Choose the action, set its values and connect it to the right point in the workflow. The available action types bring ownership, communication and records into one process.
People
Assign agent, user or team; unassign a conversation
Communication
Send a message, email or media; add an internal note
Records
Create or update tickets and contacts; create an account
Conversation state
Add or remove a label; close or reopen a conversation
DATA & VARIABLES
Let the next step use what the previous step knows.
Fetch contact, account, ticket or conversation details, and use supported variables to pass values between steps. Map the right field to the right destination instead of repeating fixed text for every customer.
Use the details already available
Customer record
Name
Fahad
Request
Device maintenance
Map the available fields
Message preview
Fahad, we’ve received your maintenance request.
Mapped fields depend on the selected workflow node.
CUSTOMER & TEAM COMMUNICATION
Send the message that belongs to this moment.
Combine customer updates with internal notes so the team and the customer each receive useful information. Prepare the destination, content and supported media; WhatsApp templates and channel limits still apply.
TICKETS & CUSTOMER RECORDS
Give the request a record your team can work on.
Create a service ticket from the information the workflow receives, or update an existing record when the configured event requires it. Keep labels and customer details aligned with the next step.
SERVICE REQUEST
#2048
Device maintenance
Contact
Fahad
Owner
Service team
Priority
Normal
Workflow action
Ticket created · ready for follow-up
TIME & SCHEDULING
An action can be correct—and still need a different time.
Use date, time and business-hour conditions to organise when the next action begins.
A time-aware process
09:00
18:00
Business hours
Follow the daytime path
Outside the window
Use the alternative time branch.
Date & Time and Delay nodes organise timing; scheduled triggers require configuration.
A CLEAR HUMAN ROLE
Automate the routine. Keep a person in the right place.
Assignment actions and Human Input nodes place responsibility with the right user or team. Plan where the process should involve a person, especially when an exception needs judgement.
Human Input
S
Service specialist
A clear person for the next decision
“I need to check the details first.”
The configured process determines the handover and continuation.
CONNECTED SYSTEMS
Let the workflow exchange useful information.
Connect external services through HTTP requests and webhooks, with clear endpoints, authentication and field mapping.
HTTP / Webhook
A defined exchange
Input
Selected record fields
Destination
Configured business system
Response
Available returned values
Connect only what the process needs
Endpoint · authentication · field mapping
TESTING & EXECUTION LOGS
See the result before making it part of the routine.
Use the available test controls to inspect the workflow and its data. Review execution status and timestamps to find the step that needs attention. Live execution can perform real actions, so choose the appropriate test mode.
Execution trace
Preview example09:41:01
Event received
✓
09:41:01
Condition matched
✓
09:41:02
Ticket prepared
✓
CONTROL & OWNERSHIP
Keep the automation itself organised.
Give each workflow a useful name and description. Save changes, review its status and manage activation deliberately. Tenant separation and permissions keep workflow management within the appropriate account and role.
Workflow library
Service intake
Draft
Customer update
Inactive
Name · trigger · steps · executions
ROOM TO CONNECT MORE
Connect the steps in one workflow.
Bring conversations, customer details and service tickets into a connected follow-up process.
AI & bots
Connect the response and handover steps so the right colleague receives the conversation with its context.
Campaigns & service rules
Organise customer follow-up around clear responsibilities, messages and service commitments.
Boards & business tools
Keep the next action connected to the related customer record.
Before you automate the next step.
How is this different from routing?
Routing determines ownership. A workflow connects the trigger, conditions, data and actions—assignment can be one step within it.
Can I build a workflow visually?
The visual editor brings workflow steps and their settings into one workspace.
Which events can start a workflow?
The inspected builder lists conversation and message events, ticket creation, contact and account changes, and campaign, manual, scheduled and webhook entry points. Configuration and availability depend on your account.
Does it replace the team or the AI agent?
A workflow executes configured logic. People handle judgement and exceptions; an AI agent is a separate capability that can be connected where supported.
How do I design a workflow for my team?
Build your process from a clear event, condition and action, then follow its execution and results.
Can a test send a real message?
A live run can execute real actions. Use the suitable preview or test mode, review the recipients and data, and distinguish it from live execution. The example on this page is only a visual simulation.
Where should we start?
Choose one recurring process. Define its starting event, required data, conditions, actions, responsible people and expected result, then test representative cases.
Which repeated task should your team stop chasing?
Bring us the process, the people and the desired outcome. We’ll help map a workflow around your UCaaS setup.
Discuss your workflow