Workflows
Automate multi-step processes with workflows. Define triggers, conditions, and actions to streamline your operations.
What Are Workflows?
Workflows are automated sequences of actions that your AI teammates execute when specific conditions are met. For example, you can create a workflow that automatically tags a conversation, creates a support ticket, and notifies a Slack channel — all triggered by a single customer message. Workflows help you standardize processes, reduce manual work, and ensure nothing falls through the cracks.
Creating a Workflow
Navigate to Workflows in the sidebar. Click "Create Workflow" to start building. Each workflow has three parts:\n\n- Trigger: What starts the workflow (e.g., new conversation, escalation event, specific keyword)\n- Conditions: Optional filters that determine whether the workflow should run (e.g., channel is WhatsApp, customer is VIP)\n- Actions: What happens when triggered (e.g., send message, create ticket, tag conversation, notify team)
Common Workflow Examples
Here are workflows commonly set up by teams:
| Workflow | Trigger | Action |
|---|---|---|
| Escalation Alert | Raya escalates a conversation | Post summary in #support Slack channel |
| VIP Routing | Customer email matches VIP list | Tag as VIP + assign to senior agent |
| Follow-Up Reminder | Conversation idle for 24 hours | Send follow-up message to customer |
| Lead Qualification | Adam detects purchase intent | Create CRM opportunity + notify sales team |
Managing Workflows
Workflows can be paused, edited, or deleted at any time. Each workflow has an activity log showing when it was triggered and what actions were taken. Use the activity log to debug workflows that are not behaving as expected.