Email Workflows
Automate your email responses and follow-up sequences — triggered by events like a new email arriving, a conversation being resolved, or a specific tag being applied.
What email workflows do
Email Workflows (at Conversations > Email Workflows) let you automate what happens when specific events occur in your email channel. Instead of manually sending follow-ups or confirmation messages, you set up a workflow once and it runs automatically every time the trigger fires.
Common uses include:
- Sending an auto-acknowledgment when a new support email arrives
- Following up with a customer 24 hours after their issue was resolved
- Sending a different response based on the subject line or email content
- Notifying your team when a high-priority email comes in
How workflows are structured
Every workflow has three parts:
- Trigger — The event that starts the workflow
- Conditions (optional) — Filters that must be true for the workflow to run
- Actions — What happens when the trigger fires and conditions are met
Triggers
| Trigger | When it fires |
|---|---|
| New email received | A new inbound email arrives in your inbox |
| Conversation resolved | An email conversation is marked as resolved |
| Tag applied | A specific tag is added to a conversation |
| No response after X hours | A conversation has been open without a reply for a set time |
| Conversation assigned | A conversation is assigned to a specific agent or team |
Conditions
Conditions let you narrow down when a workflow should run. For example, you might only want to send an auto-acknowledgment for emails that arrive outside business hours, or only follow up with customers who were tagged as "VIP."
You can add multiple conditions and choose whether all of them must be true (AND logic) or just one (OR logic).
Actions
| Action | What it does |
|---|---|
| Send email | Send a message to the customer from your connected email address |
| Apply tag | Add a tag to the conversation |
| Assign conversation | Route the conversation to a specific agent or team |
| Add internal note | Leave a private note on the conversation |
| Wait | Pause the workflow for a set amount of time before the next action |
You can chain multiple actions together to create multi-step sequences. For example: wait 1 hour → send a follow-up email → apply the "Followed Up" tag.
Creating a workflow
- Go to Conversations > Email Workflows.
- Click Create Workflow.
- Give it a name that describes what it does (e.g., "Auto-Acknowledge New Emails").
- Select your trigger.
- Add any conditions you need.
- Add your actions in sequence.
- Toggle the workflow to Active and save.
Start with a simple workflow — a single trigger and a single action — and test it before building something more complex. It's much easier to debug a simple workflow than a multi-step sequence.
Testing a workflow
Before activating a workflow, use the Test button to simulate the trigger and see what would happen. Autoch.at will walk you through each step and show you the outcome without sending any real messages.
Managing workflows
All your active and inactive workflows are listed on the Email Workflows page. You can:
- Toggle on/off — Pause a workflow without deleting it
- Edit — Update the trigger, conditions, or actions
- Duplicate — Copy a workflow as a starting point for a new one
- Delete — Permanently remove a workflow
Workflows run in order of priority. If multiple workflows could fire for the same event, the one listed highest on the page takes precedence. You can drag and drop workflows to reorder them.
Last updated 3 weeks ago
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