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.

Tip: Use whole words and multiple conditions to refine searches instead of partial matches.
Note: Workflows only run once per conversation to prevent loops. The only exception is AI Draft generation, which can apply multiple times if set to run on all threads.

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