Workflow rules

Choose the event that triggers configured actions.

Administrators open Account Settings → Features Settings → Workflow. The table shows name, description, condition, service, department and status; select a name to open its actions. Active/Inactive changes the status after confirmation.

Create

1. Choose Add Workflow, enter the required Name and Description and select a Condition. Cancel or Close dialog abandons the unsaved dialog.
2. Conditions include New Lead Received, Repeated Lead, New Contact Created, Lead Status Changed, Call Placed, Dialer Call Placed, New Chat Session, New Chat Reply, Deal Created/Won/Lost, Subscription Created/Renewed/Canceled, New Ticket Received, Ticket Closed, Payment Successful/Failed, and telephony events Call Answered, Call Missed, Missed Call, Call Back Request, Call Cancelled By Caller and Voice Mail.
3. The event controls which filter appears: New Lead Received shows Department, Lead Status Changed shows New Lead Status, and New Ticket Received shows Helpdesk Category. The field’s blank option means all. For example, choose New Lead Received and a department to narrow its scope.
4. Select Create Workflow. A successful save opens Workflow Actions, where you add the actual actions. The system creates new workflows as Active. Return to the workflow list, disable the new workflow and verify Inactive before adding actions. Review its trigger and all actions before deliberately enabling it; matching events can cause messages or data changes. An already-running action or downstream request is not recalled by disabling the workflow.

If creation fails, correct the displayed name, description, condition or account-limit error.