Workflows help automate tasks in ThriveDesk. They work by checking conditions (what to look for) and applying actions (what to do). This guide lists all available conditions, operators, and actions you can use in your workflows.
Workflow Conditions
Conditions define what the workflow should look for in a conversation before taking action.
Condition | Description |
---|---|
Customer Name | Checks if the customer's name contains, does not contain, is, is not equal to, starts with, ends with, or matches a regex pattern. |
Customer Email | Checks if the customer's email contains, does not contain, is, is not equal to, starts with, ends with, or matches a regex pattern. |
Subject | Checks if the subject contains or does not contain specific words. |
Status | Checks if the status is Active, Pending, Closed, or Spam. |
Message | Finds messages that contain specific words or phrases. |
Attachments | Checks if the conversation includes or does not include attachments. |
Assigned To | Is equal to or not equal to a specific ThriveDesk agent assignee, or unassigned |
Last Message Sender | Who's the last message sender |
Last Customer Reply | Checks if the last customer reply was within a specific time frame. |
Workflow Operators
Operators help refine conditions by defining how they match.
Operator | Description |
---|---|
Is equal to | The field must match exactly, including spaces and special characters. |
Contains | The field must include the specified words exactly. |
Does not contain | The field must not include the specified words. |
Is not equal to | The field must not match exactly. |
Workflow Actions
Actions define what happens when a workflow condition is met.
Action | Description |
---|---|
Forward | Forward a conversation with a custom message to a third party. |
Add a Note | Add a private note to a conversation. |
Change Status | Change the conversation status to Active, Pending, Closed, or Spam. |
Assign to User | Assign the conversation to a specific ThriveDesk User. |
Add Label(s) | Add one or more Label to a conversation. |
Remove Label(s) | Remove one or more labels from a conversation. |
Move to Inbox | Move the conversation to another inbox. |
Delete | Permanently delete the conversation (cannot be recovered). |
Notify Agents | Send notifications to selected agents |