Automations Overview

The Automations workspace is organized around Workflows, Templates, and Runs. A workflow starts from one typed business event or a manual enrollment, evaluates its conditions, and then executes an ordered or branched set of actions from the published revision.

Choose an editor

The W11 builder keeps the V1 workflow model while offering two ways to edit a draft:

• Guided Editor walks through Trigger, Conditions, Actions, and

Review. It is the clearest way to build an ordered workflow and is the fallback on a narrow screen.

• Visual Builder is a desktop canvas for connecting nodes. It shows the

step palette, graph canvas, and configuration panel together. It is available at 1024px wide and above; the editor sends smaller screens back to Guided Editor rather than changing the mobile app.

Guided Editor now exposes all 16 bounded graph actions for selection, configuration, and draft save. The graph contract also defines branch nodes and the same action types for the visual path. A capability is usable only when its matching adapter and executor are present in the build being reviewed; the draft docs do not turn a catalog entry into a production promise.

Create and publish safely

1. Open Automations in the web office.
2. Choose New workflow, or clone a draft from Templates.
3. Choose a trigger, add entry conditions, and add actions in Guided Editor.

Open Visual Builder on a desktop screen when the workflow needs graph branches or a whole-flow view.

1. Review the action configuration and safe merge fields.
2. Use Preview or Test to render a provider-free dry run.
3. Select Save draft, then Activate only after the saved revision is

correct.

Saving creates an immutable draft revision. Activation publishes that revision for future enrollments; it does not rewrite a run that is already pinned to an older published revision. Pause requires confirmation because it stops new matching records from enrolling and cancels waiting runs when they reach their next workflow checkpoint. Reactivating the workflow does not resume those canceled runs. A concurrent save or activation conflict asks the editor to reload before retrying the same intent.

Preview and test use sample data and do not contact an email, SMS, call, or webhook provider. They do not create a customer message, send a call, or write an external record.

Recovery and durable event boundaries

A compare-and-swap conflict leaves the editor's local draft visible. Choose Reload latest and confirm before replacing those fields with the server's new revision. The editor does not silently replay a save after an unknown response. Webhook actions likewise keep saved destinations as secure placeholders with opaque references for unchanged saves. Inbound webhook admission is limited to a scoped webhooks:write API key and 256 KiB JSON, and the same idempotency key replays one durable occurrence.

Voice callbacks resume a graph only after the signed callback, organization account, pending reservation, and provider call identity agree. Customer reviews use the signed portal session, a selected property, a 1–5 rating, and an optional plain-text comment; reviews start unpublished and the Customer Reviews portal setting defaults on. The review.left condition requires the run's durable fence: it matches the exact review.submitted trigger outbox event, or reviews created at or after the run start for another trigger. With no matching run fence, it remains unavailable.

Message defaults are read from the organization's display name and persisted messaging settings. A queued retry keeps the admitted recipient, sender, Reply-To when applicable, and rendered action facts while rechecking current organization, location, member, channel, and messaging policy before provider work. Voice callbacks follow the durable internal call ID through credential rotation. A draft may mention a message owner only after that owner's message record commits; otherwise the run waits on the pending item.

Permissions and scope

Teammates with Automations view can inspect workflows, templates, and run history. Automations manage is required to create, edit, duplicate, save, activate, pause, archive, preview, test, enroll, cancel, or retry. Server-side authorization is checked again when a mutation is submitted, including the organization and location scope of a selected member or target.

The W11 work keeps the approved V1 web interaction baseline. It adds graph validation, immutable revisions, compare-and-swap activation, scoped actions, and provider-free testing for safer execution. It intentionally does not add automation controls to the native mobile app.

Current graph limits

The graph is a directed acyclic graph. A condition has TRUE and FALSE paths; an action has one default outgoing path. Cycles are rejected, and a draft is limited to 200 nodes and 400 edges. split and recurring-schedule steps from the older V1 catalog are not part of the W11 graph contract. Blank or incomplete drafts can be saved for continued editing, but activation requires a complete, valid graph.

See Creating Workflows for the guided sequence, Visual Builder for the canvas, Triggers, Actions, and Templates for the exact draft catalogs.