Workflow concept

Workflows are If/Then automations that react to system events. When a specific event occurs and all conditions are met, defined actions are executed.

Workflow Structure

Each workflow consists of three parts:

IF    [Trigger Event]
AND   [Condition 1] AND [Condition 2] ...
THEN  [Action 1], [Action 2], ...

Example

IF    a new message is received (message.received)
AND   the message contains "urgent"
AND   the priority is "normal"
THEN  set priority to "urgent"
AND   send notification to the manager

Create a Workflow

1. Settings → Workflows → "New Workflow"
2. Assign a Name (e.g., "Prioritize VIP Customers")
3. Select a Trigger Event
4. Define Conditions (optional — without conditions, the workflow is triggered on every event)
5. Add Actions (at least one)
6. Activate

Priority & Order

Workflows are evaluated in the order of their priority (highest first). If multiple workflows react to the same event:

• All matching workflows are executed (in priority order)
• Stop on Match: If enabled, no further workflows are checked after this one

Workflow Status

• Active: Workflow is evaluated on events
• Inactive: Workflow is paused

Execution Log

Each workflow execution is logged:

View logs: Workflows → [Workflow] → Executions or Workflows → All Executions