Workflows
Deterministic trigger-condition-action playbooks for the cases you want fully under control.
Workflows are the place to set up the parts of your CS motion that need to be precise and predictable. They use a standard trigger / condition / action shape.
Triggers
A trigger is the thing that starts the workflow. Common triggers:
- A customer mentions a specific keyword in an email or transcript.
- A health score changes (for example, moves to At risk).
- A signal fires.
- A field in the CRM changes.
- A scheduled time arrives.
Conditions
Conditions narrow when the action should actually run. For example:
- Health changed to At risk and the customer has not been contacted in the last 30 days.
- A competitor mention and the customer is on an annual contract.
Actions
Actions are what the workflow does when the trigger fires and the conditions hold. Common actions:
- Create an action item for the CSM in Action Hub.
- Send an automated email on behalf of the CSM (with optional CSM approval).
- Update a CRM attribute.
- Run a piece of account research and save the result as a custom attribute on the account.
- Push a value back to an external system through a custom script.
Example workflows
A few patterns customers use most:
- No-contact-in-30-days rescue: when health changes to At risk and there has been no contact for 30 days, queue an action item to reach out, with a draft email pre-written.
- Renewal kickoff: 120 days before the renewal date, enroll the customer into the renewal Guidance and create the first action item.
- Account research on key event: when a customer mentions an acquisition or funding round, kick off a research workflow that pulls news and saves a summary as an attribute on the account.
Workflows give you the deterministic side of the system. For the cases where you want AI judgement instead of fixed rules, lean on Guidance.
Set up a workflow