Where the process runs
Workflows
A builder where a trigger leads to a readable tree of checks, actions, waits and AMI steps. Built to be authored by the support manager who owns the process, not by an engineer.
New ticket triage and routing
When ticket created
SLA breach prevention
When sla approaching
Out-of-hours chat capture
When no agents online
Resolution follow-up and CSAT
When ticket resolved
Capabilities
What Workflows does
Triggers across the whole desk
Tickets created, replied to, assigned, resolved or reopened; chats started, transferred or abandoned; SLA deadlines approaching or missed; or a fixed schedule.
Branching that stays readable
Split by priority, status, category, impact, channel, customer plan, team, tag or your own custom field — each path named, with an explicit "everything else".
Actions that cover the real job
Assign and route, update status, priority, category and tags, message the customer, notify a team or a manager, escalate, and open or close tickets.
Waiting is a first-class step
Wait for a duration, wait until you are open again, wait for a reply with a timeout path, or wait for a share of the SLA target to elapse.
SLA policies and clocks
Apply a policy to start first-response and resolution clocks, pause while you are waiting on the customer, resume, and record breaches so they surface in reporting.
Templates, publish checks and run history
Start from a template, publish only once required fields are filled, then read every run as a step-by-step timeline with its own status.
Works with
It already knows about the rest of the platform
No connectors, no field mapping, no nightly sync. These share the same records.
In practice
Where Workflows is doing the work
- AI-assisted service
AMI works inside your workflows with explicit thresholds: a confidence floor on knowledge, a turn limit before handover, and drafts that wait for approval.
- Support operations
Encode the process as workflows: policies that start the clock, checks that branch on SLA health, and escalations that are recorded rather than remembered.
- Service leadership
Reporting reads the same records the team works in — conversation volume, SLA attainment, CSAT, channel mix, utilisation and coverage.