Overview
Workflows
Automate repetitive tasks and processes with customizable workflows.
Overview
Workflows automate customer success processes, from simple alerts to complex multi-step sequences. They run automatically based on triggers you define.
Workflow Dashboard
Access from main navigation:
- Click Workflows in the sidebar
- View all workflows
- See execution history
- Create new workflows
Dashboard Metrics
| Metric | Description |
|---|---|
| Active Workflows | Currently enabled |
| Executions Today | Runs today |
| Success Rate | % successful runs |
| Avg Run Time | Typical duration |
Why Workflows?
Benefits
| Benefit | Example |
|---|---|
| Save time | Auto-create tasks instead of manual |
| Consistency | Same process every time |
| Scale | Handle more accounts without more work |
| Proactive | Catch issues before they escalate |
Use Cases
| Use Case | Workflow |
|---|---|
| New account | Send welcome sequence |
| Health drop | Create action, notify CSM |
| Renewal approaching | Start outreach sequence |
| Support spike | Alert team, create task |
| Inactive user | Trigger re-engagement |
Creating Workflows
Step 1: Choose Trigger
What starts the workflow:
| Trigger | Description |
|---|---|
| Signal | When specific signal detected |
| Schedule | At specific times (daily, weekly) |
| Webhook | External system event |
| Manual | User-initiated |
| Condition | When account meets criteria |
| AOP | From Agent Operating Procedure |
Step 2: Define Conditions
Filter when workflow runs:
| Condition Type | Example |
|---|---|
| Account | Health score < 50 |
| Signal | Type = “Usage Drop” |
| Time | Renewal in 30 days |
| Integration | Stripe status = “active” |
Step 3: Add Actions
What the workflow does:
| Action | Description |
|---|---|
| Create Action | Add task to account |
| Send Email | Trigger email sequence |
| Update Field | Change account data |
| Notify | Alert team member |
| Sync | Trigger integration sync |
| AI Analyze | Run AI analysis |
Step 4: Set Filters
Scope the workflow:
| Filter | Option |
|---|---|
| Accounts | All, specific, or filtered |
| CSMs | All, assigned, or specific |
| Industries | Selected industries |
| Health | Health score range |
| MRR | Revenue thresholds |
Workflow Types
Sync Workflows
Synchronize data from integrations:
| Sync | What It Does |
|---|---|
| Account Sync | Pull latest from CRM |
| Usage Sync | Import product analytics |
| Support Sync | Update ticket data |
| Billing Sync | Refresh subscription info |
Analysis Workflows
Run AI-powered analysis:
| Analysis | Output |
|---|---|
| Health Check | Update health scores |
| Risk Assessment | Identify churn risks |
| Opportunity Scan | Find expansion signals |
| Account Summary | Generate AI summaries |
Alert Workflows
Send notifications:
| Alert | Trigger |
|---|---|
| Risk Alert | High churn probability |
| Usage Alert | Significant usage changes |
| Renewal Alert | Upcoming renewals |
| Health Alert | Score threshold crossed |
Cleanup Workflows
Maintain data quality:
| Cleanup | What It Does |
|---|---|
| Archive Old Data | Remove stale records |
| Merge Duplicates | Combine duplicate accounts |
| Update Status | Change account status |
| Clear Cache | Refresh cached data |
Workflow Builder
Visual Builder
Drag-and-drop interface:
- Click Create Workflow
- Select trigger
- Drag actions from palette
- Connect steps
- Set conditions
- Save and enable
Step Configuration
Each step has settings:
| Setting | Description |
|---|---|
| Name | Step identifier |
| Type | Action type |
| Timeout | Max run time |
| Retry | Retry on failure |
| Condition | Run if true |
Branching Logic
Add decision points:
IF health_score < 40
THEN create_action("Schedule check-in")
ELSE create_action("Send email")Execution
Manual Execution
Run workflow on demand:
- Open workflow
- Click Run Now
- Select accounts
- Confirm
- View execution
Scheduling
Set automatic timing:
| Schedule | Use For |
|---|---|
| Hourly | Real-time sync |
| Daily | Morning alerts |
| Weekly | Digest reports |
| Monthly | Quarterly reviews |
Execution History
View past runs:
| View | Description |
|---|---|
| Recent | Last 50 executions |
| By Account | All runs for account |
| By Workflow | History of specific workflow |
| Failed | Errors and failures |
Best Practices
Workflow Design
| Tip | Description |
|---|---|
| Start simple | Begin with basic workflows |
| Test thoroughly | Run on small sample first |
| Set timeouts | Prevent endless runs |
| Add logging | Track what happens |
| Monitor metrics | Track success/failure |
Common Patterns
| Pattern | When to Use |
|---|---|
| Linear | Simple sequence |
| Parallel | Multiple actions at once |
| Conditional | Different paths based on data |
| Loop | Repeat until condition met |
Troubleshooting
| Issue | Solution |
|---|---|
| Workflow not running | Check if enabled |
| Too many executions | Adjust trigger conditions |
| Slow execution | Optimize steps |
| Failed steps | Check action settings |
| Wrong accounts | Verify filters |