Types

Workflow Types

Detailed guide to different workflow categories.

Sync Workflows

Purpose

Synchronize data from external integrations into Karolina.

Available Syncs

Sync	Source	Data Synced
Salesforce Sync	Salesforce	Accounts, Contacts, Opportunities
HubSpot Sync	HubSpot	Companies, Contacts, Deals
Stripe Sync	Stripe	Subscriptions, Invoices, MRR
Support Sync	Zendesk, Intercom	Tickets, Conversations
Analytics Sync	PostHog, Amplitude	Events, Features, Usage

Sync Settings

Setting	Description
Frequency	Real-time, hourly, daily
Direction	Pull only, push only, bidirectional
Conflict Resolution	Source wins, Karolina wins, manual
Field Mapping	Map fields between systems

Sync Actions

Action	What Happens
Trigger Sync	Start manual sync
Pause Sync	Temporarily stop
Resume Sync	Continue paused sync
Reset Sync	Clear sync state, restart

Analysis Workflows

Purpose

Run AI-powered analysis on account data.

Analysis Types

Analysis	Output
Health Recalculation	Updated health scores
Churn Risk Assessment	Probability scores
Opportunity Detection	Expansion signals
Sentiment Analysis	Communication tone
Usage Pattern Analysis	Behavioral insights

Analysis Configuration

Setting	Options
Scope	All accounts, filtered, specific
Depth	Quick, standard, deep
Frequency	On-demand, scheduled
Thresholds	Custom risk/opportunity levels

Analysis Results

Result	Format
Scores	Numeric 0-100
Factors	List of contributing items
Recommendations	Suggested actions
Confidence	AI certainty level

Alert Workflows

Purpose

Generate and send notifications based on conditions.

Alert Types

Type	Trigger Example
Health Alert	Score drops below threshold
Risk Alert	Churn probability increases
Usage Alert	Significant change detected
Renewal Alert	Date threshold reached
Signal Alert	Specific signal detected
Action Alert	Task overdue or completed

Alert Channels

Channel	Configuration
In-App	Always enabled
Email	Per-user settings
Slack	Channel selection
SMS	Critical alerts only (Enterprise)

Alert Templates

Customize alert messages:

Template Variables:
{{account_name}} - Customer name
{{health_score}} - Current score
{{risk_factors}} - Contributing factors
{{recommended_action}} - AI suggestion
{{cs_name}} - Assigned CSM
{{due_date}} - Relevant date

Cleanup Workflows

Purpose

Maintain data quality and organization.

Cleanup Actions

Action	Description
Archive Accounts	Mark inactive accounts
Merge Duplicates	Combine duplicate records
Update Status	Change account lifecycle stage
Clear Cached Data	Force fresh data fetch
Delete Stale Records	Remove old, unused data

Cleanup Rules

Rule	Condition
Inactivity	No login for X days
Missing Data	Required field empty
Duplication	Similar name/domain
Lifecycle	Stage unchanged for X days

Retention Policies

Policy	Duration
Historical Data	Keep indefinitely
Old Actions	Archive after 1 year
Deleted Accounts	Hard delete after 30 days
Audit Logs	Retain for compliance

AOP-Generated Workflows

Purpose

Create workflows from Agent Operating Procedures.

AOP Workflow Creation

Write AOP in natural language
AI interprets to workflow steps
Review generated workflow
Edit as needed
Save and enable

AOP Components

Component	Maps To
Trigger	Workflow trigger
Conditions	IF statements
Actions	Workflow steps
Loops	Repeat until
Errors	Exception handling

AOP Example

When a new account is created:
1. Send welcome email
2. Create onboarding task
3. If MRR > 5000:
   - Assign to senior CSM
   - Schedule executive intro
4. If MRR < 5000:
   - Assign to standard CSM
   - Send self-service resources
5. Notify assigned CSM

Workflow Templates

Pre-Built Templates

Template	Use Case
New Account Setup	Onboarding new customers
Health Check	Daily health monitoring
Renewal Reminder	Upcoming renewals
At-Risk Response	Churn prevention
Usage Review	Engagement analysis
CSM Handoff	Account transitions

Using Templates

Click Create from Template
Select template
Review steps
Customize as needed
Save as new workflow

Template Categories

Category	Templates Included
Onboarding	New account, setup complete, first QBR
Monitoring	Health check, usage alert, risk monitor
Renewal	90-day, 60-day, 30-day reminders
Engagement	Check-in, NPS, quarterly review
Escalation	At-risk, critical, churn rescue