Workflow triggers, conditions and actions¶
Find the types of events and operations available when designing a rule or flow.
Needs: Module-dependent
A workflow begins with a trigger, uses conditions to decide whether to continue, and carries out actions. The available choices depend on enabled modules and custom fields. Use the editor to confirm what your installation supports.
The generated workflow registry lists the static option names and identifiers from the reviewed source. It is useful when comparing technical requirements with the application, while this chapter explains the options by their purpose.
Triggers¶
| Family | Representative events and scans |
|---|---|
| Contacts | Lead created/converted, client stage/sign-in, notes, tags, segment changes, anniversary, inactivity, follow-up or custom date |
| Sales | Deal created/stage/idle/closing, estimate created/status/expiry |
| Billing | Invoice created/status/due/overdue/paid, full or partial payment |
| Tickets | Created/status/reply/internal note, assignment/tags, SLA, reopening, satisfaction, unassigned/waiting, related-work events |
| Work | Task created/due/overdue/completed, recorded time, project events |
| Assets | Reorder threshold and warranty dates |
| People | Enabled HR employee, leave, approval and equipment events |
| Acquisition | Form submission, campaign engagement, intent and booking events |
| Builder entry | Schedule, manual enrollment and incoming webhook |
Conditions¶
Conditions check facts about the record, such as its status, owner, dates or custom fields. Some also use business hours or information from the relevant module.
Nested all/any groups let you express a rule such as “the customer is active and has either plan A or plan B.” If a field is missing from the editor, check the record type and trigger: that field may not be available for the event you selected.
Actions¶
Communication actions can send an email to a contact, owner or team, post a chat notification, or reply to a ticket. Task actions can create work, close eligible tasks, add notes or set follow-up information. Contact and sales actions can change tags, stage, owner or opt-out state, match or create leads, and create or update deals.
Billing actions can create draft invoices, including from estimates where supported. Ticket actions can assign staff, add watchers or route work using round-robin rules and eligible HR skills. Project actions can create a project from a template, change its status or add tasks.
Flows can also start or remove records in another flow, and outgoing webhooks can send a configured request to another service. Open each action in the editor to check its required fields and target record. An action's name does not imply that it can edit every field on that record.
Route tickets by staff skills¶
With Pro HR enabled, Assign by skills uses the staff skills library to choose a ticket assignee. Start by giving employees linked user accounts and recording their skills and proficiency levels in HR development.
- Add Assign by skills to a workflow that has a ticket to act on.
- Choose where required skills come from: ticket tags, recognized skill names in its subject or description, both, or a specific list you select.
- Choose whether a person needs any of the skills, all of them, or the best match by number of skills and proficiency.
- Restrict the candidates to the appropriate department or team if needed.
- When several people qualify, choose the person with the fewest open tickets or take turns using round-robin assignment.
- Set the fallback: leave the ticket unassigned, use the selected team's lead or assign a named person.
- Keep Only if the ticket is still unassigned enabled when you want to preserve an existing assignment. Enable the internal explanation note if staff should see why the person was selected.
- Test a match, a tie and a ticket with no qualifying staff member. Inspect the resulting assignee, workflow run and explanation note.
Matching names in ticket text is based on the skills you maintain; it does not infer every expertise a request might require. Review the available staff pool and fallback queue as part of normal service management. Configure staff notifications separately so the assigned person also receives the intended update.