Conversations

Configure email workflows

Configure automated inbound email handling on the Email Workflows page, including workflow builders, context library, test matching, and email settings.

Email Workflows page

Automate how inbound emails are routed, processed, and answered from the Email Workflows page at route /EmailWorkflows.

Each workflow defines a goal, priority, and a series of steps that determine how your assistants handle specific types of emails across your tenant.

Email workflows require feature access for emailWorkflowsEnabled and an active email plan on your tenant. If the page is unavailable, contact your account owner or administrator.

Page layout and access

The Email Workflows page is an authenticated, tenant-scoped page. All actions apply only to the current tenant and require login.

You see the following sections:

Workflow list — cards for each email workflow with key metadata and actions.
Workflow editor — create or edit a workflow in list or visual mode.
Context Library — shared key/value context entries available to workflows.
Test Matching — tool to test how an incoming email will be matched.
Email Config — incoming address, verification status, and auto-respond toggles.

Use the top of the page to manage workflows and the lower sections to refine behavior and verify matches before you enable automation.

Manage email workflows

Use workflows to define how different types of emails should be handled, based on their content and goals.

Create a workflow from a template

Templates provide pre-configured goals and steps for common email scenarios, so you can get started faster.

In the workflow list, select New workflow.
In the creation dialog, choose Start from template to open the template selector modal.
Browse templates by name, description, goal, step count, or category, then select a template.
Confirm to open the workflow editor pre-populated with the chosen template.
Adjust the Name, Goal, and any steps as needed, then save.

After saving, the new workflow appears in the workflow list with its goal, priority, and step count.

Create a blank workflow

Blank workflows let you design a fully custom behavior when templates do not fit your use case.

In the workflow list, select New workflow.
Choose Create blank instead of using a template.
In the editor, fill in the required Name and Goal fields.
Optionally add Description, Context, Assigned Agent, Priority, and whether the workflow is Active.
Build your steps using either the list or visual editor, then save.

A blank workflow starts with no predefined steps, so add at least one step to make the workflow useful.

Edit an existing workflow

Editing lets you refine goals, steps, or priorities as your email handling strategy evolves.

In the workflow list, find the card for the workflow you want to change.
Select Edit on the card.
Update the Name, Goal, Description, Context, Assigned Agent, Priority, or the Active flag.
Switch between the list and visual editors as needed to modify steps.
Save your changes to apply them to future incoming emails.

The workflow card updates with the new description, goal, step count, and priority after you save.

Enable or disable a workflow

The Active state controls whether a workflow participates in matching and execution.

Locate the workflow card in the list.
Use the Active toggle on the card to enable or disable the workflow.
Optionally open the editor and use the Active checkbox inside the form for the same effect.

When you disable a workflow, it no longer matches incoming emails. When you enable it, it becomes eligible based on its matching rules and priority.

Delete a workflow

Delete workflows that are no longer relevant to keep your configuration clean.

Find the workflow card to remove.
Select Delete on the card.
Confirm the deletion in the dialog.

Once deleted, the workflow is no longer available for matching or editing.

Workflow editors: list vs visual

When you create or edit a workflow, you can design its steps in either a list-based builder or a visual builder. Both ultimately produce the same underlying workflow; the difference is how you interact with it.

The list-based WorkflowBuilder displays your workflow as an ordered list of steps.

Use the list builder when:

You want a compact, text-first view of steps.
You prefer editing step details in a form-like layout.
You are making small, precise changes to existing steps.

Typical actions in the list builder:

Add, remove, or reorder steps.
Configure conditions and actions per step.
Quickly scan the workflow from top to bottom as text.

Switch between the tabs at any time while editing. Changes you make in one editor are reflected in the other.

Workflow cards and metadata

The workflow list shows each workflow as a card with a concise summary of its behavior and status.

Each card displays:

Name — the workflow name you configured.
Description — a truncated description that hints at the workflow purpose.
Active badge — indicates whether the workflow is currently active.
Goal badge — highlights the primary outcome for this workflow (for example, escalating, auto-responding, or triaging).
Step count — shows how many steps are in the workflow.
Priority — indicates how the workflow is ordered relative to other workflows.

From each card you can:

Toggle Active on or off.
Open the workflow to Edit it.
Delete the workflow when you no longer need it.

Use priority and active state together to control which workflows take precedence when multiple workflows could match an incoming email.

Context Library

The Context Library stores shared key/value pairs that workflows can reference when deciding how to handle emails. This allows you to keep reusable configuration or business rules in one place.

Typical examples include:

Business hours for different regions.
VIP client lists or segments.
Product or team identifiers used in routing logic.

Within the Context Library section you can:

Add new key/value context entries.
Edit existing entries to update values as your policies change.
Remove values that are no longer used.

Updates to the Context Library apply across all workflows that reference those keys.

Test Matching tool

Use the Test Matching tool to verify how your current workflows will handle specific emails before those emails reach production users.

Test how an email is matched

Scroll to the Test Matching section on the Email Workflows page.
Enter a sample Subject and Body representing an incoming email.
Run the test to simulate matching against all active workflows.
Review the matched workflow and the explanation of why it matched.

If no workflow matches or the wrong workflow is selected, adjust your workflow steps, priorities, or active states, then test again.

The test output shows which workflow would run and why, giving you confidence that your configuration behaves as expected before enabling it broadly.

Email Config section

The Email Config section controls how emails reach your workflows and how automated replies behave.

Key elements include:

Incoming address — the email address where inbound messages are received for this tenant.
Verification status — indicates whether the incoming address is verified and ready for use.
Auto-respond toggles — switches that control whether workflows are allowed to send automated responses.

Use this section to:

Confirm the address you should publish to customers.
Check that verification is complete before going live.
Turn automated responses on or off depending on your compliance and customer experience needs.

Changes in the Email Config section affect all workflows that rely on the configured address and response behavior.

Feature access and tenancy

Email workflows respect both feature flags and plan-based access:

emailWorkflowsEnabled controls whether the Email Workflows page and related features are available.
Email plan access determines whether email handling is permitted for the tenant.

The page always operates within the current tenant context, and all API calls are authenticated with tenant-scoped headers. When testing or editing workflows, you only affect data and behavior for the active tenant.

Use these pages alongside Email Workflows to manage conversations and AI assistants end to end.

Conversations

View and manage ongoing conversations created from emails, SMS, and other channels.

SMS Workflows

Define how inbound SMS messages are routed, processed, and handled alongside your email workflows.

Assistants

Configure the assistants assigned to handle email workflows and other channels.

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