Documentation

Workflows

Workflows decide what aishaa does when something happens: from answering customer messages to scheduled tasks. With all triggers, building blocks and recipes.

  1. What are workflows

    A workflow is 'when this happens, do that': a trigger and steps with exits. After it has been read, every customer message goes through the organisation's workflows, and the AI agent in the Write the reply step writes the reply. This article explains the model, who may do what and how workflows relate to AI agents, skills, proposals and trust.

    Organisation admin
  2. Create, test and publish a workflow

    Build a workflow step by step in the aishaa editor: start from nothing or from the library, set up the trigger and steps, use the building assistant, try it out, publish, restore versions, pause, show as a ticket tab and delete.

    Organisation admin
  3. Answering customer messages with workflows

    How a customer message goes through the workflows: Message read (message.understood), sorting with Choose from a list, a label and Write the reply with its own instruction per route, or a question to a colleague. With the standard workflow, what happens when two workflows answer the same message, and how proposals and trust fit in.

    Organisation admin
  4. Scheduled workflows

    Let a workflow start at a fixed moment with the On a schedule trigger (schedule.due): every hour, every day, every working day, on fixed days of the week or on a day of the month, in the organisation's time. With the fields every, at, days, dayOfMonth and timeZone, what such a run can and cannot do, and examples.

    Organisation admin
  5. Following runs and catching errors

    What a workflow has done: viewing runs on the canvas, the statuses of runs and steps, waiting for a colleague in To do, errors and the If this fails route (onError), running a failed run again, Never twice at once (concurrencyKey) and the limits of a run.

    Organisation admin
  6. The workflow tab on the ticket

    A workflow as a tab on the ticket: the workflow's canvas with the latest run on that ticket, followed live. What the pulsing and the orange dot mean, what you see while aishaa reads the message (Message read), how to view a step and how an admin switches the tab on.

    Viewer
  7. Workflow recipes

    Twelve general recipes for building a tailored workflow: sorting and replying per topic, assigning, urgent messages, acknowledgement, looking up data, an action after approval, a list on a schedule, follow-up after a recorded conversation, checking a linked record, reminding when the customer does not respond, error routes and forwarding. Per recipe the trigger, the steps with technical name and label, the exits, points to watch and a valid JSON definition.

    Organisation admin
  8. Triggers and events

    Reference for every event a workflow can start on: technical name, label in the editor, when it fires, all fields with type and choice values, the content fields, and how trigger conditions compare with their operators.

    Organisation admin
  9. Building blocks of a workflow

    Overview of all blocks you build a workflow step from, with technical name, label, kind, exits and where to find the full reference per block, plus the rules that apply to many blocks: propose or do at once, for whom, deadlines and input types.

    Organisation admin
  10. Building blocks: agents

    Reference for the agent blocks agent.reply (Write the reply), agent.choose (Choose from a list), agent.task (Carry out a task) and case.process (Update cases): all inputs, exits, output fields and when to use them.

    Organisation admin
  11. Building blocks: people

    Reference for the blocks human.request (Ask a person) and task.create (Task): all inputs, exits, output fields, deadlines, what the colleague sees and when to use them.

    Organisation admin
  12. Building blocks: conversation and messages

    Reference for the blocks that work on the conversation: ticket.update (Update conversation), ticket.label (Put on a label), ticket.forward (Forward by e-mail) and message.send (Message to the customer), with all inputs, exits, output fields and when to use them.

    Organisation admin
  13. Building blocks: connected systems

    Reference for the blocks that work with connected systems and records: plugin.read (Fetch from a connected system), record.find (Customer's record), record.read (Read the record's details), plugin.action (Plugin action) and document.create (Make a document), with all inputs, exits and output fields.

    Organisation admin
  14. Building blocks: AI and editing

    Reference for ai.transform (AI step), which uses AI to make something in a fixed JSON format, and data.format (Calculate and format), which calculates with dates, numbers, text and lists without AI: all inputs, operations and output.

    Organisation admin
  15. Building blocks: deciding, repeating and waiting

    Reference for the blocks that determine the course of a run: flow.condition (Condition), flow.switch (Choose a route), message.check (Check the message), flow.foreach (For each) and flow.wait (Wait), with all inputs, exits, output fields and limits.

    Organisation admin
  16. References, routing, repeating and choosing

    How steps in a workflow pass on data and follow each other: references such as {{trigger.x}} and {{step.field}}, type preservation and text filling, fixed values, next versus exits, end of a run, repeating, choosing, catching errors with onError, never two at once, rules for step names and labels, and show and fields when asking a person.

    Organisation admin
  17. Data from connected systems in a workflow

    How a workflow fetches data from the systems connected through plugins and does something in them: plugin.read and chains of reads, record.find and record.read, plugin.action as a proposal or at once, document.create, data.format, which actions and reads an organisation has, and worked examples.

    Organisation admin
  18. The workflow definition (for AI assistants)

    The complete JSON format of a workflow definition, all checks with the error messages you get, the MCP tools with which an AI assistant reads and saves a draft through the aishaa connection with Claude or ChatGPT, and a step-by-step plan for designing a tailored workflow for a customer as an AI.

    Organisation admin