Actions are the steps a workflow runs after its trigger fires. ISO Mate provides a catalog of thirty action types, grouped by purpose: record operations, notifications, helpdesk, calendar and activity, external integrations, AI steps, and control flow. You add and arrange them on the canvas in the Workflow Builder, and every string field in an action can use placeholders to pull in dynamic data. AI steps and control flow actions are available when their features are enabled for your account.
Record operations
- Create record: create a new record of a chosen entity type with mapped field values.
- Update record: change fields on the trigger record or a related record.
- Set field: set a single field to a value.
- Add tag and Remove tag: manage tags on a record.
- Change assignee: reassign the record to another user.
- Transition status: move the record to a new status.
- Archive and Delete: archive or remove a record.
Notifications
- Send email: send an email with a subject and body, in plain text or HTML, optionally from a shared mailbox.
- Send in-app notification: notify a user inside ISO Mate.
Helpdesk
- Create helpdesk ticket: open a ticket with a subject, priority, and requester.
- Assign SLA policy: attach an SLA policy to a ticket.
- Escalate ticket: raise a ticket for faster handling.
- Send canned response: reply with a saved response template.
- Add internal note: post a note visible only to your team.
Connecting email replies to tickets
These three actions work together on a workflow with an Email trigger. Extract the references first, then use either or both of the actions that follow.
- Extract ticket references: scan the inbound email’s subject and body for ticket reference numbers and store them for the steps that follow. Uses the standard reference pattern by default, and accepts a custom pattern if your references look different.
- Link email to ticket: attach the email to every ticket whose reference was matched, so it shows up under that ticket’s linked entities.
- Add email to conversation: append the email to the matched ticket’s conversation thread as a reply from the sender, so agents read the message in order alongside their own replies instead of opening a linked email to find it. The sender is matched to a contact, or a contact is created, so the entry shows a name rather than System. Running it twice for the same email never creates a duplicate, and it leaves the ticket status and the SLA first response untouched, because an inbound message is not an agent response.
Appending the reply also keeps the help desk Kanban board honest: a ticket whose most recent reply came from the requester is flagged as awaiting your team and floats to the top of its column. See Using the Help Desk Kanban Board and Setting Up Email-to-Ticket Workflows.
Calendar and activity
- Create calendar event: schedule an event with a title, times, and attendees.
- Log sales activity: record a sales activity against a record.
External integrations
- HTTP request: call an external URL with a method, headers, and body, so you can integrate with other systems.
- Generate PDF: render a PDF from a template and bindings, and optionally attach it to the record.
AI steps
AI actions are available when AI actions are enabled for your account.
- AI summarize: condense long text into a short summary that later steps can use.
- AI classify: categorize content, for example routing an inbound ticket.
- AI draft response: generate a suggested reply for review.
Control flow
Control flow actions shape how the rest of the workflow runs, and each is available when its feature is enabled.
- Branch: run one path or another based on if and else conditions with AND, OR, and NOT groups.
- For-each: loop over a list of related records or query results, up to 500 items and three nesting levels.
- Wait: pause for a set duration before continuing.
- Call sub-workflow: run another callable workflow inline and pass inputs to it.
Step outputs and error handling
Give an action a step name to expose its output to later actions through {{steps.<step_name>.output.<key>}}. Each action can also carry its own error handling, including a retry policy with linear or exponential backoff and an on-failure policy to continue, stop, or run a fallback action. To reference dynamic values inside any action config, see The Workflow Expression Builder. To pick when the workflow runs, see Workflow Triggers, and for the big picture read the Workflow Automation Overview.
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