Workflows in ISO Mate automate repetitive work by reacting to events in your account. When a trigger fires and any conditions you set are met, the workflow runs a sequence of actions in order. You build them in the visual Workflow Builder, which is opened from the Settings gear menu in the top toolbar. Workflows support eight trigger sources, a catalog of nearly thirty action types, branching and loops, AI steps, and guided placeholders, and most advanced capabilities are available when the matching feature is enabled for your account.
How to create a workflow
- Open the Settings gear menu in the top toolbar, then choose Workflow Builder.
- Select Create to start a new workflow.
- Enter a name and an optional description.
- Choose a trigger source and configure its fields.
- Optionally add trigger conditions that must be true for the workflow to run.
- Add actions on the canvas, using branch, for-each, and call sub-workflow to compose more advanced logic when those features are enabled.
- Save the workflow. New workflows are created disabled so you can review them first.
- Use the Enabled toggle to activate it when you are ready.
Trigger sources at a glance
- Entity: fires when a record is created, updated, or deleted for a supported entity.
- Field changed: fires when a specific field changes, with optional from and to value filters.
- Schedule: runs on a cron schedule, with a minimum cadence of every five minutes.
- Time relative: fires a set number of minutes, hours, or days before or after a datetime field on matching records.
- Inactivity: fires when a record has not changed for a configured duration, with a minimum of fifteen minutes when the threshold is set in minutes.
- Manual: shows a Run Workflow button on the detail pages of the entity types you choose.
- Webhook: runs when an external system posts to a signed, rotatable URL.
- Form submission: runs when a published form is submitted.
For the full detail on each source, see Workflow Triggers.
Actions at a glance
Actions are grouped by purpose: record operations (create, update, set field, add or remove tag, change assignee, transition status, archive, delete), notifications (email and in-app), helpdesk (create ticket, assign SLA policy, escalate, send canned response, add internal note, plus ticket reference and email linking helpers), calendar and activity (calendar event and sales activity), external integrations (HTTP request and generate PDF), AI steps (summarize, classify, draft response), and control flow (branch, for-each, wait, and call sub-workflow). See Workflow Actions for the complete catalog.
Placeholders and filters
Any string field in an action config can reference dynamic data through placeholders such as {{trigger.field}}, {{steps.<step_name>.output.<key>}}, and {{loop.item}}. Apply filters like upper, lower, title, date:'Y-m-d', truncate:100, json, map, take, and join:', ' to shape the output. The guided expression builder helps you compose these without memorizing the syntax. See The Workflow Expression Builder.
Templates
When templates are enabled, the Template Gallery gives you pre-built starting points for common automations. A template instantiates with its full action tree, schedule, trigger configuration, mailbox bindings, and other settings intact, and you map any account-specific values as you go. See Starting from a Workflow Template.
Governance and safety
- Versioning: every change is captured as a version so you can restore a prior definition.
- Audit log: see who changed a workflow and what changed.
- Dry run: execute against a real or synthetic entity with no side effects.
- Metrics: track success rate, execution count, and duration per workflow.
- Import and export: move workflows between accounts as portable JSON.
These governance features are each available when enabled. See Managing Workflows for details.
Permissions and feature flags
Workflow permissions cover viewing, creating, updating, and deleting workflows, running them manually, importing and exporting, managing templates, viewing metrics, and managing versions. Individual feature flags gate each advanced capability, including field changed, scheduled, time relative, inactivity, manual, webhook, form submission, wait, branch, for-each, sub-workflow, AI actions, dry run, versions, templates, metrics, and import and export, so your account can adopt features gradually.
Execution history
Every run is logged with timestamps, a status, and per-action output. Open any execution to view the full trace, including retry attempts and the input and output for each action.
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