> For the complete documentation index, see [llms.txt](https://docs.keeping.com/help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.keeping.com/help/workflows/creating-workflows.md).

# Creating Workflows

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](/files/4GoHYHXWiEOgD82e39bW)

### 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.

<figure><img src="/files/UvS0naCDctU0DRiAkVPM" alt="Name your workflow and choose the mailboxes it should run on"><figcaption><p>Name your workflow and choose the mailboxes it should run on</p></figcaption></figure>

### Choose what action triggers the workflow

The **Runs When** dropdown sets the event that triggers your workflow.&#x20;

<figure><img src="/files/imSjfuzo6k50T63pORIw" alt=""><figcaption><p>Choose when your workflow is triggered</p></figcaption></figure>

**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).

{% hint style="info" %}
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.
{% endhint %}

### 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](/help/workflows/workflow-conditions.md) to learn more.

![Add a condition for your workflow](/files/4A0oEYwSdNDVveSEHCq6)

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](/help/workflows/workflow-actions.md).

<figure><img src="/files/dRbatKKDboY6eWucQCTe" alt="Add an action for your workflow."><figcaption><p>Add an action for your workflow.</p></figcaption></figure>

### Review and Activate

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

<figure><img src="/files/ImNqViZGlYbUbWvPd404" alt="Confirm your choices and Activate your workflow"><figcaption><p>Confirm your choices and Activate your workflow</p></figcaption></figure>