Creating a workflow
Updated Jun 3, 2026 at 4:49 PM
Workflows automatically triage conversations. Open Settings → Workflows → New workflow.
A workflow has three parts:
1. Trigger — run when a conversation is created, or after it has waited a number of hours.
2. Conditions — match on subject, status, assignee, tag, customer, dates and more. Choose whether all or any must match.
3. Actions — assign, tag, set status, move mailbox, mark as spam, set a custom field, send a webhook, add a note, or send an automatic email reply.
Workflows run top-to-bottom; reorder them with the up/down arrows. Use Edit to change one later.
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