AutoFlow Overview#

AutoFlow is CommFlow's workflow automation engine. Create automated workflows that save time and ensure consistency across your team.

What is AutoFlow?#

AutoFlow lets you automate repetitive tasks:

• Triggers - Events that start workflows
• Conditions - Rules that filter when to run
• Actions - What happens automatically
• Workflows - Complete automation sequences

Key Concepts#

How AutoFlow Works#

┌─────────────┐    ┌─────────────┐    ┌─────────────┐
│   TRIGGER   │ → │  CONDITION  │ → │   ACTION    │
│ (Event)     │    │ (If/Then)   │    │ (Do this)   │
└─────────────┘    └─────────────┘    └─────────────┘

1. Trigger fires when something happens
2. Condition checks if criteria are met
3. Action executes if conditions pass

Example Workflow#

WHEN: New ticket created
IF: Priority is "Urgent" AND Category is "Support"
THEN:
  - Assign to Support Team
  - Send Slack notification
  - Add "urgent" label

Getting Started#

Accessing AutoFlow#

1. Click AutoFlow in the sidebar
2. View existing workflows
3. Create new automations
4. Monitor activity

Creating Your First Workflow#

1. Click New Workflow
2. Name your workflow
3. Select a trigger
4. Add conditions (optional)
5. Add actions
6. Save and activate

Workflow Builder#

Interface Overview#

┌─────────────────────────────────────────────────────────┐
│ Workflow: Auto-assign Urgent Tickets         [Save]     │
├─────────────────────────────────────────────────────────┤
│                                                         │
│  ┌─ TRIGGER ─────────────────────────────────────────┐  │
│  │ 📥 When ticket is created                         │  │
│  └───────────────────────────────────────────────────┘  │
│                    ↓                                    │
│  ┌─ CONDITION ───────────────────────────────────────┐  │
│  │ If priority = "Urgent"                            │  │
│  │ AND status = "Open"                               │  │
│  └───────────────────────────────────────────────────┘  │
│                    ↓                                    │
│  ┌─ ACTIONS ─────────────────────────────────────────┐  │
│  │ ✓ Assign to "Support Lead"                        │  │
│  │ ✓ Send notification to #support                   │  │
│  │ ✓ Add label "needs-attention"                     │  │
│  └───────────────────────────────────────────────────┘  │
│                                                         │
│  [+ Add Step]                                           │
└─────────────────────────────────────────────────────────┘

Building Workflows#

1. Start with a trigger - What kicks off the workflow?
2. Add conditions - When should it run?
3. Define actions - What should happen?
4. Test - Run a test to verify
5. Activate - Turn it on

Triggers#

Available Triggers#

Trigger Configuration#

Each trigger has specific settings:

Ticket Created:

- All tickets
- Specific inbox only
- From specific channel
- With specific priority

Conditions#

Condition Types#

Combining Conditions#

Use AND/OR logic:

IF:
  (Priority = "Urgent" OR Priority = "High")
  AND
  (Status = "Open")
  AND
  (Assignee is empty)

Condition Groups#

Create complex logic:

IF:
  Group 1 (ANY):
    - VIP customer
    - Enterprise plan
  AND
  Group 2 (ALL):
    - New ticket
    - No response yet

Actions#

Available Actions#

Action Examples#

Send Notification:

To: #support-urgent channel
Message: "🚨 Urgent ticket from {{customer.name}}: {{ticket.subject}}"

Auto-Reply:

To: Customer
Subject: Re: {{ticket.subject}}
Body: "Thanks for reaching out! We've received your message and will respond within 2 hours."

Action Variables#

Use dynamic data in actions:

Workflow Management#

Workflow List#

View all workflows:

Activating/Deactivating#

1. Find workflow in list
2. Click toggle switch
3. Status changes immediately

Editing Workflows#

1. Click workflow name
2. Modify trigger, conditions, or actions
3. Save changes
4. Changes apply to new events

Duplicating Workflows#

Create similar workflows:

1. Click ... menu
2. Select Duplicate
3. Modify as needed
4. Save with new name

Deleting Workflows#

1. Click ... menu
2. Select Delete
3. Confirm deletion

Note: Deleted workflows cannot be restored.

Testing Workflows#

Manual Testing#

Test before activating:

1. Open workflow
2. Click Test
3. Provide sample data
4. See what would happen
5. Verify results

Test Mode#

Run in test mode:

1. Enable Test Mode
2. Workflows log actions without executing
3. Review logs
4. Disable test mode when ready

Workflow Logs#

See execution history:

Workflow: Auto-assign Urgent Tickets
─────────────────────────────────────
Jan 15, 10:30 AM - SUCCESS
  Trigger: Ticket #1234 created
  Condition: Passed (priority = urgent)
  Actions:
    ✓ Assigned to Sarah
    ✓ Sent notification
    ✓ Added label

Jan 15, 9:15 AM - SKIPPED
  Trigger: Ticket #1233 created
  Condition: Failed (priority = normal)

Common Workflows#

Auto-Assignment#

Automatically assign tickets:

WHEN: Ticket created
IF: Subject contains "billing"
THEN: Assign to Billing Team

SLA Escalation#

Escalate before SLA breach:

WHEN: Ticket SLA at 80%
IF: Priority = "High"
THEN:
  - Notify manager
  - Add "sla-risk" label

Welcome Messages#

Greet new customers:

WHEN: Chat started
IF: Visitor is new
THEN: Send welcome message

Task Notifications#

Notify on task changes:

WHEN: Task moved to "Review"
IF: Has assignee
THEN: Notify assignee to review

Out of Hours#

Handle after-hours messages:

WHEN: Ticket created
IF: Outside business hours
THEN:
  - Send auto-reply
  - Add "after-hours" label

Best Practices#

Workflow Design#

1. Start simple - Build basic workflows first
2. Test thoroughly - Always test before activating
3. Use clear names - Descriptive workflow names
4. Document purpose - Add descriptions
5. Review regularly - Audit workflows periodically

Performance#

1. Be specific - Narrow conditions prevent unnecessary runs
2. Avoid loops - Don't trigger workflows that trigger themselves
3. Limit actions - Keep actions focused
4. Monitor logs - Check for errors

Common Mistakes#

• Too broad triggers - Runs on too many events
• Missing conditions - Affects wrong items
• Circular workflows - Action triggers same workflow
• Too many actions - Overwhelming notifications

Plan Availability#

AutoFlow is available as an add-on:

Next Steps#

• Triggers & Actions - Deep dive into triggers
• Building Workflows - Advanced workflow patterns