Automate repetitive tasks with if-this-then-that workflows.
What are Workflows?
- Automated rules that run when conditions are met
- “If This, Then That” logic
- Save time on repetitive actions
- Ensure consistency in ticket handling
- Route tickets automatically
Two Types:
- Automatic: Runs automatically when conditions match
- Manual: Runs only when you click to execute
Creating a Workflow
To create a new workflow:
- Go to Mailbox Settings → Workflows tab
- Click “Create Workflow” button
- Fill in the workflow form:
Workflow Name (Required)
- Give it a descriptive name
- Example: “Auto-assign refund requests”
Description (Optional)
- Add notes about what this workflow does
Trigger Type
- Automatic: Runs automatically on new/updated tickets
- Manual: Runs only when manually executed
Status
- Toggle Enabled/Disabled
- Disabled workflows don’t run
- Set up Conditions (When to run)
- Set up Actions (What to do)
- Click “Save Workflow”
Setting Up Conditions
Conditions define when the workflow should run.
Available Condition Fields:
- Subject – Email subject line
- Message Content – Body text
- Customer – Specific customer email
- Status – Ticket status (Open, Pending, etc.)
- Assigned User – Who it’s assigned to
- To – Recipient email
- CC – CC’d emails
- Tags – Applied tags
- Has Attachments – Yes/No
- Date Created – When ticket was created
Operators:
- Contains
- Does not contain
- Is equal to
- Is not equal to
- Starts with
- Ends with
Condition Logic:
- ALL – All conditions must match (AND logic)
- ANY – At least one condition matches (OR logic)
Example Workflow Conditions
Auto-assign refund requests:
- Condition: Subject contains “refund”
- OR: Message Content contains “refund”
VIP customer priority:
- Condition: Customer is equal to “vip@customer.com“
- OR: Tags contains “VIP”
Billing team routing:
- Condition: Subject contains “invoice”
- OR: Subject contains “payment”
- OR: Subject contains “billing”
Setting Up Actions
Actions define what to do when conditions are met.
Available Actions:
- Send an Email – Send automated email reply
- Create a draft – Create draft reply for review
- Forward – Forward to another email address
- Add Internal Note – Add private team note
- Change Status – Set ticket status
- Assign to User – Assign to specific agent
- Add Tag – Add a tag
- Remove Tag – Remove a tag
- Delete – Delete the ticket (use carefully!)
Multiple Actions:
- Add as many actions as needed
- They execute in order
- All actions run when workflow triggers
Example Workflows
Example 1: Auto-Assign Refund Requests
Conditions (ANY):
- Subject contains “refund”
- Subject contains “return”
- Message Content contains “refund”
Actions:
- Assign to User: Billing Specialist
- Add Tag: “Refund Request”
- Change Status: Pending
Example 2: VIP Customer Protocol
Conditions (ALL):
- Tags contains “VIP”
Actions:
- Assign to User: Senior Agent Sarah
- Add Tag: “Priority”
- Add Internal Note: “VIP customer – prioritize response”
Example 3: Shipping Inquiry Router
Conditions (ANY):
- Subject contains “shipping”
- Subject contains “tracking”
- Subject contains “delivery”
- Message Content contains “where is my order”
Actions:
- Assign to User: Operations Manager
- Add Tag: “Shipping Question”
- Send an Email: [Auto-reply with tracking link instructions]
Example 4: Urgent Keyword Detection
Conditions (ANY):
- Subject contains “urgent”
- Subject contains “emergency”
- Subject contains “ASAP”
Actions:
- Add Tag: “Urgent”
- Assign to User: Manager
- Add Internal Note: “Customer marked as urgent – respond ASAP”
Managing Workflows
To edit a workflow:
- Go to Settings → Workflows tab
- Find the workflow in the list
- Click the “Edit” button
- Update conditions or actions
- Click “Save”
To enable/disable a workflow:
- Find the workflow in the list
- Toggle the Enable/Disable switch
- Disabled workflows don’t run but are preserved
To delete a workflow:
- Find the workflow in the list
- Click the “Delete” button
- Confirm deletion
Running Manual Workflows
For manual workflows:
- Open a ticket
- Click the Workflow button in toolbar (lightning bolt icon)
- Dropdown shows available manual workflows
- Select a workflow
- Workflow executes immediately
- Success notification appears
Use cases for manual workflows:
- Execute complex multi-step actions with one click
- Apply templates to tickets
- Escalation procedures
- Custom ticket processing