Platform
Workflow
A workflow is a defined sequence of steps, decisions, actions, delays, and outcomes used to complete a business process.
A workflow is a defined sequence of steps, decisions, actions, delays, and outcomes used to complete a business process.
What Workflow means
A workflow is a defined sequence of steps, decisions, actions, delays, and outcomes used to complete a business process.
A workflow can include people, automated agents, integrations, calendars, and systems of record. It should specify what starts the process, which state is stored, who owns exceptions, and what counts as completion.
How it works
A triggerTriggerA trigger is an event or condition that starts, resumes, changes, or stops an automated workflow. creates or resumes an instance. The workflow evaluates conditions, performs actions, waits for events, updates systems, and selects later steps from the current state. It stops at an approved outcome or enters a recovery path when something fails.
Practical use cases
Qualifying and booking a new inbound lead
Routing a missed call to recovery and follow-up
Updating the CRMCRMA CRM is the system used to manage leads, contacts, accounts, opportunities, activity, ownership, and follow-up. after a completed conversation
Model the business outcome before the automation. A fast workflow that reaches the wrong destination or leaves exceptions unowned is still a broken process.
Frequently asked questions
Why does Workflow matter?
Model the business outcome before the automation. A fast workflow that reaches the wrong destination or leaves exceptions unowned is still a broken process.
How is a workflow different from a conversation flow?
A conversation flowConversation flowA conversation flow is the designed path through greeting, intent capture, qualification, actions, routing, fallback, and closing. governs the interaction with a caller. A workflow can span before and after the conversation, including triggers, messages, integrations, tasks, and later events.
Source: Thoughtly’s integrations page.
Related concepts: workflow automationWorkflow automationWorkflow automation uses software to execute and coordinate repeatable steps such as intake, follow-up, qualification, routing, booking, and system updates., trigger, conversation flow, system of recordSystem of recordA system of record is the authoritative source for a defined category of business data..