BoldDesk Workflow Automation: Triggers and Supported Blocks

A workflow trigger is an event that starts a workflow and ensures only the first matching one runs, executing a predefined sequence of actions. The article explains BoldDesk workflow automation, detailing triggers, supported blocks for actions and conditions, and how they help streamline processes, reduce manual tasks, and optimize support operations. Workflow automation in BoldDesk helps:

Streamline support processes.
Reduce manual tasks.
Improve operational efficiency.

Types of Workflow Triggers

BoldDesk now supports automated workflow triggers for inactivity, enabling actions when customers or agents remain idle to ensure timely engagement and continuous service. Workflows can be initiated by the following triggers:

Workflow Trigger	Definition
Conversation Created	The `Conversation Created` trigger activates when a new conversation is created. This trigger is useful when you want a workflow to react automatically the moment a new conversation begins.
Conversation Field Updated	The `Conversation Field Updated` trigger activates when a specific field in a conversation is updated. It’s useful when you want to perform an action in response to a specific field change during an active conversation. To make the workflow run based on a change in the field’s previous and current value, you can use the Is changed operator condition. This applies to fields like priority, category, and other single-select dropdown types.
Conversation Status Changed	The `Conversation Status Changed` trigger activates when the status of a conversation is changed. To make the workflow run based on a change in the status field, use the Is changed operator condition. This compares the previous status and the new status to detect changes. Example: If the previous status was ‘Open’ and the current status is ‘Hold’, and a workflow is configured for this condition, it will be triggered automatically.
Conversation Assignee Updated	The `Conversation Assignee Updated` trigger activates when the assignee or group of a conversation changes. To trigger the workflow based on a change in the assignee or group, use the Is changed operator condition. This compares the previous and current values of the agent or group fields.
SLA Breached	The `SLA Breached` trigger is activated when a conversation exceeds its defined response or resolution time, as specified by the SLA (Service Level Agreement).
Transferred from AI to Agent	The `Transferred from AI to Agent` trigger activates when a conversation is handed over from an AI chatbot to a human agent for further resolution. This typically happens when a user selects the Talk to Person option during the conversation, transferring the session from AI to a human agent. This transfer activates the Transferred from AI to Agent trigger, allowing the workflow to gather user information and initiate the auto-assignment process.
Sticky Button Clicked	The `Sticky Button Clicked` trigger activates when a user clicks a sticky button.
Customer Inactivity	The `Customer Inactivity` trigger activates when a customer is inactive for the specified time.
Agent Inactivity	The `Agent Inactivity` trigger activates when an agent is inactive for the specified time.
Reusable Workflow	The `Reusable Workflow` trigger allows you to start a workflow from within another workflow. This makes your workflows more modular and efficient, enabling you to reuse the same actions or logic across multiple workflows, without duplicating the steps each time. When a reusable workflow is called from an event-based workflow (excluding reusable workflow as the trigger), it executes with regard to the initial trigger type of the event-based workflow. Only the blocks supported by that initial trigger will be executed, while any unsupported blocks in the reusable workflow will be omitted. The triggers Conversation Field Updated, Conversation Status Changed, and Conversation Assignee Updated are activated only when an agent manually updates the related field in the chat conversation. Workflows created with this trigger can be invoked by any other trigger workflow using the Creating and Using Reusable Workflow Blocks block.

Blocks Supported for Each Trigger

Block type / trigger	Conversation created	Conversation field updated	Conversation status changed	Conversation assignee updated	SLA breached	Transferred from AI to agent	Reusable workflow
Get customer details	✅	❌	❌	❌	❌	✅	❌
Button options (Get choice, yes/no)	✅	❌	❌	❌	❌	✅	✅
Drop-down selection	✅	❌	❌	❌	❌	✅	✅
Input fields (Get text, date, number)	✅	❌	❌	❌	❌	✅	✅
Send message	✅	✅	✅	✅	✅	✅	✅
Send email	✅	✅	✅	✅	✅	✅	✅
Set conversation field	✅	✅	✅	✅	✅	✅	✅
Trigger webhook	✅	✅	✅	✅	✅	✅	✅
Trigger auto-assignment	✅	✅	✅	❌	✅	✅	✅
Manage inputs	✅	❌	❌	❌	❌	✅	✅
Set assignee	✅	✅	✅	❌	✅	✅	✅
Branch via conditions	✅	✅	✅	✅	✅	✅	✅
Branch via buttons	✅	❌	❌	❌	❌	✅	✅
End & start another workflow	✅	✅	✅	✅	✅	✅	✅
End & transfer to AI	✅	❌	❌	❌	❌	❌	✅
End current workflow	✅	✅	✅	✅	✅	✅	✅

Best Practices

Use inactivity triggers for proactive engagement.
Combine Reusable Workflows for modular automation.
Regularly review workflows for efficiency and compliance.

Frequently Asked Questions (FAQs)

Q1: Can workflows trigger on inactivity?
Yes, using Customer Inactivity or Agent Inactivity triggers.

Q2: What happens if multiple workflows match?
Only the first matching workflow runs.

Q3: Can I reuse workflow logic?
Yes, via Reusable Workflow triggers.

Q4: Do SLA breaches trigger workflows?
Yes, when SLA response or resolution time is exceeded.

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BoldDesk Workflow Automation: Triggers and Supported Blocks

Types of Workflow Triggers

Blocks Supported for Each Trigger

Best Practices

Frequently Asked Questions (FAQs)

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