Workflows
Workflows (called "Automations" in the product) automate multi-step actions on your conversations without writing code. You build one in the workflow builder: pick what it matches - a condition, a saved search, or a schedule - then add an ordered list of steps that Sift runs whenever it fires. For example, when a conversation matches a condition, automatically tag it, assign it, and notify Slack.
Set them up at Settings → Workflows - it's one of four tabs (AI Goals, Automations, Schedules, Notifications) that make up the Workflows settings area.
At a glance
| No-code builder | ✅ |
| Match a condition (inline filter builder) or a saved search, plus schedules | ✅ |
| Runs on Actions (conversations) or on Customers | ✅ |
| Multiple triggers per workflow | ✅ |
| Step actions: tag, note, assign agent, move to queue, set custom field, close case, send notifications, use a saved response | ✅ |
| Natural-language automation via a separate "AI Goals" tab | ✅ different paradigm, not an ordered-step builder |
| Every run logged (started / completed / failed) | ✅ |
| Runs asynchronously, off the agent's inbox | ✅ |
How it works
A workflow has three parts:
- Runs on - whether the workflow acts on Actions (conversations) or Customers (user records). This changes what step actions are available - see below.
- Trigger - what starts it: matching a condition, a saved search, or a schedule. A workflow can have more than one trigger.
- Steps - an ordered list of actions Sift performs when the workflow runs, executed top to bottom.
What a step can do
For workflows that run on Actions, each step is one of:
- Add tag - apply a tag to the conversation
- Add note - leave an internal note
- Assign agent - assign to a specific agent
- Move to queue - move the conversation to a queue
- Set custom field - write a value to a custom field. The value is a fixed value you type, or the case's detected language as its English name, for example "Japanese". If the field has a fixed list of options and the detected language is not one of them, the step is skipped
- Close case - close the conversation
- Send notification - notify Slack, email recipients, or a signed webhook
- Use a saved response - apply a saved response automatically
For workflows that run on Customers, the step list is smaller: Add tag and Set custom field only.
Need an AI step - summarize, classify, or draft based on a prompt - instead of a fixed ordered list? That's a different builder: the AI Goals tab lets you describe an outcome in natural language rather than wiring up steps. It isn't available as a step inside this workflow builder.
Building a workflow
- Open the workflow builder and create a workflow with a clear name.
- Choose what it runs on: Actions or Customers.
- Attach a trigger: match a condition, a saved search, or a schedule.
- Add steps in the order they should run.
- Save. The workflow handles matching records from that point forward.
Common use cases
- Tag and route conversations that match a condition or saved search to the right queue
- Leave an internal note and notify Slack when a high-priority conversation matches
- Apply a saved response automatically, then close the case
- Run a scheduled digest workflow on a cron trigger
- Tag or set a custom field on a customer record when their activity matches a condition
What to watch out for
Workflows run asynchronously, so they never block the agent's inbox. On high-volume orgs you may see a short delay between the trigger and the workflow running, which is normal.
Each run is logged with a status (started, completed, failed). If a step errors, the error is logged and the workflow continues to the next step rather than halting the whole run, so one failed notification won't stop the tagging that came after it.