IF
01Choose trigger
Message arrives, tag changes, response-time ages, sentiment changes, or source fails.
Docs
Build IF/THEN rules for routing, response-time, and escalation.
Workflows decide how tickets are tagged, assigned, escalated, approved, and audited across channels and teams.
Choose triggerAdd conditionsPick actionTest with examples
Workflow guide
set up rules
controlled automation
Workflow rule builder
draft rule
IF
Channel is web chat and sentiment is negative
condition
THEN
Assign to priority queue and tag frustrated
routing
APPROVAL
Block refund tools unless manager approves
boundary
AUDIT
Log source, owner, rule, and decision time
record
Docs overview
Workflows
Workflows decide how tickets are tagged, assigned, escalated, approved, and audited across channels and teams.
How it works
set up rules
01
Choose trigger
Message arrives, tag changes, response-time ages, sentiment changes, or source fails.
02
Add conditions
Channel, topic, customer value, priority, owner, or confidence threshold.
03
Pick action
Assign, tag, escalate, request approval, notify, or route to a queue.
04
Test with examples
Use sample tickets to confirm no false routes or missing owners.
Rule setup
Build and test a workflow.
WHEN
02Add conditions
Channel, topic, customer value, priority, owner, or confidence threshold.
THEN
03Pick action
Assign, tag, escalate, request approval, notify, or route to a queue.
TEST
04Test with examples
Use sample tickets to confirm no false routes or missing owners.
AUDIT
05Review logs
Inspect which rules fired and what they changed.
Common workflows
Operational rules teams usually need first.
Workflow
Condition
Action
Workflow
Angry customer
Condition
Negative sentiment or explicit frustration
Action
Escalate to senior queue
Workflow
response-time warning
Condition
Ticket age approaches threshold
Action
Increase priority and notify owner
Workflow
Billing ticket
Condition
Payment or invoice intent
Action
Route to billing with approval controls
Workflow
Knowledge miss
Condition
Low confidence or no source
Action
Ask human and flag source gap
Common mistakes
Workflow guardrails.
01
Never leave an action without an owner
02
Test rules before broad launch
03
Avoid overlapping rules with conflicting actions
04
Log approval-required actions
05
Review false escalations weekly
Related pages
See what to read next.
Docs
Settings
Settings define the operating boundaries: who can access data, approve actions, edit workflows, manage sources, and connect systems.
Docs
Inbox
The inbox docs explain channel connection, ownership, tags, summaries, handoff, internal notes, and response-time handling.
Solutions
Knowledge Base
Upload documents, PDFs, help articles, websites, policies, and process docs so Aura and operators can answer from material the team approves and maintains.
Review workflow rules
Make support rules explicit.
Use workflows to route work before backlog and risk grow.