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AurionAI

Build workflows

6 min readBy Emmanuel Yazbeck

A workflow does work for your team automatically. It starts on a trigger, for example a new conversation or a schedule, and then runs steps: conditions, actions, AI steps, approvals and more. You build workflows on a canvas on the Workflows page and publish them when they are ready.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • Use a desktop or laptop screen. On a phone you can only view a workflow.

Plan limits

Plan Workflows (draft and published) Runs per billing period
Free, Starter and Helpdesk plans 20 2,000
Pro plans 25 5,000
Enterprise 100 No limit

An organization without an active subscription has the Starter limits. Disabled and archived workflows do not count. Test runs and dry runs do not count as runs. The bar at the top of the page shows your use of both limits. For prices, see aurionai.net/pricing.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the System category.
  3. Select Workflows.

The My Workflows tab lists your workflows with Status, Version, Last Fired, Success Rate and Runs. Use the search field and the Status: buttons to find a workflow.

The Workflows page with the quota bar and the list of workflows.

Create a workflow

To start from an empty canvas:

  1. Select New Workflow.

To start from a ready-made workflow:

  1. Select Template Gallery.
  2. Find a template. You can search and sort the list.
  3. Select Use Template.

In both cases, AurionAI creates a draft and opens it in the editor.

Build the canvas

  1. In the right panel, under Workflow Settings, enter the Name and an optional Description. AurionAI saves these two fields automatically.
  2. In the Node Palette, add a Trigger node. Every workflow needs one.
  3. Select the trigger node and choose its Trigger Type. The next section explains the types.
  4. Add the next steps from the palette and connect them on the canvas. For example, a Condition node branches on field values, and an Action node changes a record or sends a message.
  5. Select each node and fill in its settings in the right panel. Each node has a help button that explains its options.
  6. Select Save Draft.

The canvas is not saved automatically. The toolbar shows Unsaved while you have unsaved changes.

The palette groups the nodes in Flow Control, Logic, AI, Data Transformation and Code & HTTP. An Approval node pauses the run until someone decides. Read Workflow approvals.

Choose a trigger

  • Event-Based: Starts when something happens on a conversation — for example a note is added — or when an agent clicks this workflow's action button. Choose one or more Event Types in the groups Conversation, SLA, Approval and Contact / Company. To show the workflow as a button in the inbox, turn on Show as action button in conversations.
  • Webhook: Starts when another system sends a signed HTTP request to the address below. Copy the Webhook URL and the HMAC Secret into the other system. The request must be signed with HMAC-SHA256 and carry a timestamp within 5 minutes.
  • Schedule: Starts on a timer — every few minutes, hours or days, or at the times a cron expression sets. Choose Fixed Interval or Cron Expression, and the Timezone.
  • Activity-Based Time: Starts for each conversation that has waited longer than the threshold — open or waiting ones, or resolved and closed ones when the field is Resolved At. Conversations are checked every 5 minutes. The default Threshold (minutes) is 1440 (24 hours).
  • Workflow Triggered: Starts only when another workflow runs it with a Trigger Workflow step.

For event triggers, Frequency decides how often one conversation or contact can start the workflow. Run order and Stop processing lower-ranked workflows decide what happens when several workflows match the same event.

Test before you publish

  1. Fix every item in Validation Issues. The toolbar shows the number of issues.
  2. Save the draft, then select Dry Run. A dry run simulates the workflow. Actions do not run.
  3. Select Monitor to see the dry run in Run History. Set the run filter to Dry run.

After the first publish, Test Run runs the published workflow with a payload that you enter. Every step runs for real, including emails and HTTP calls. Test runs are hidden from the run history by default and do not count against your runs.

Publish

  1. Select Publish. AurionAI saves your changes first.
  2. In the dialog, select Publish Workflow.

AurionAI shows Workflow published. The status becomes Published. Each publish creates a new version.

When you edit a published workflow, you edit a draft on top of the live version. The live version keeps running until you publish again. To throw the draft away, select Discard draft.

Monitor runs and versions

  1. Open the workflow and select Monitor.
  2. In Run History, select a run to see each step, its input and its output. The list refreshes every 5 seconds.
  3. To run again, use Re-run. Actions that already ran are not undone.
  4. In Version History, select Restore on an older version. AurionAI copies it into the draft. Publish to make it live.

Manage workflows

On the My Workflows tab, the Actions column offers:

  • Duplicate: make a copy.
  • Publish: publish a draft or a disabled workflow.
  • Disable: stop the workflow. Confirm with Disable Workflow.
  • Delete: delete the workflow and all its versions. Type the workflow name, then select Delete Workflow. You cannot undo this.

Lifecycle system workflows cannot be deleted. You can disable or duplicate them.

Switch off safely

Disable a workflow instead of deleting it. A disabled workflow no longer starts on new events. Runs that already started finish on the current version. To use it again, publish it.

Result

A published workflow starts on the next matching trigger. Runs that started before a new publish finish on the previous version.

If something goes wrong

  • Add at least one Trigger node before publishing. Add a Trigger node.
  • The Publish button is not active. Open Validation Issues and fix the blocking issues.
  • You cannot create a workflow because of the limit. Delete or disable workflows that you do not use, or change your plan. Read Plans and limits.
  • Runs fail with "Quota exceeded". Your organization used all runs of the billing period. New runs start again in the next period, or after you change your plan.
  • Publishing is refused because of an AI model. Choosing a model on an AI node is an Enterprise feature. On other plans, set the model to Default (tenant configuration).
  • A Set Status action is refused. Workflows cannot set Closed, Resolved, Resolved by AI or Auto-close. Choose another status.
  • Only published workflows can be test-run. Publish the workflow first, or use Dry Run.

Still stuck? Submit a request or .