Creating Workflows

How to create and edit a new Keeping Workflow.

In Keeping's settings, click on the Automation tab to create a new workflow.

Setting Up a New Workflow

Click "Add Workflow" to create a new workflow

Add a New Workflow by clicking the Add Workflow button

Name your workflow

Name your workflow something that will help you remember what it does, and choose which mailboxes your workflow will run on. Remember, a workflow runs when a new message arrives in one (or more) of your mailboxes. Click "Next Step" to move on.

Name your workflow and choose the mailboxes it should run on

Choose what action triggers the workflow

The Runs When dropdown sets the event that triggers your workflow.

Choose when your workflow is triggered

Email triggers — fire when a message arrives in the conversation:

• Initial email is received — runs once, when a new conversation is created.

• Agent replies — runs each time an agent sends a reply.

• Customer replies — runs each time the customer responds to an existing conversation.

• Initial email, agent replies, customer replies — runs on every email in the conversation, regardless of who sent it.

State-change triggers — fire when a teammate changes a conversation's properties:

• An agent applies a tag — runs when a specific tag is added. You'll pick the tag in a follow-up dropdown.

• An agent assigns a teammate — runs when a specific teammate is assigned. You'll pick the teammate in a follow-up dropdown.

• An agent sets a priority — runs when a conversation is set to a specific priority (Low, Medium, or High).

State-change triggers fire when an agent, API call, or integration makes the change — but not when another workflow's action causes it. This prevents workflows from chaining into infinite loops.

Choose your matching conditions

Choose the conditions that need to match to trigger your workflow. For example, you may want a workflow to run when specific words are present in the subject of your incoming support email. See our help article on workflow conditions to learn more.

Add a condition for your workflow

You can chain together multiple conditions using "AND" and "OR" blocks by clicking the "AND" or "OR" buttons. For example, you may want to trigger a workflow only when certain words are in the subject AND it is from a specific email address.

Choose your actions

Select the Actions to apply once your Workflow is triggered. For example, you may want to assign a ticket to a specific agent. As with Conditions, you can chain multiple actions by clicking the "AND" button. See our help center article to learn more about workflow actions.

Add an action for your workflow.

Review and Activate

Review your workflow, and click Activate to set it in motion!

Confirm your choices and Activate your workflow