Support workflows automate routing, follow-up, notifications, and thread updates on a visual canvas. Start from a template or an empty workflow, connect each step, then publish a validated snapshot.

Before you start

  • Support Suite must be available in your workspace.
  • Create any labels, teammate assignments, or Slack connections the workflow will use.

Create the workflow

  1. Go to Settings > Workflows and select New workflow.
  2. Name the workflow and choose Automatic or Scheduled.
  3. Choose Start from scratch or a template. Templates cover urgent escalation, inactive-thread follow-up, keyword routing, request acknowledgements, reopened replies, unassigned alerts, and daily team check-ins.
  4. On the canvas, click or drag blocks from Add block.
  5. Connect the trigger to conditions, waits, and actions. Loops are not supported.
  6. Select each block to configure it. Changes autosave.
  7. Select Publish. Userorbit checks the trigger, connections, conditions, action settings, loops, and scheduled-workflow restrictions before publishing.

Update or stop a workflow

Edits to a published workflow autosave as a draft, while runs continue using the last published snapshot. Select Publish changes to activate the new version. Choose Move to draft or disable the workflow from the list to stop new automatic and scheduled runs.

Limits

  • A workflow can contain up to 50 blocks, and every published block must be reachable from the trigger.
  • Scheduled workflows run without a support thread, so they cannot use conditions, waits, or thread actions.
  • The builder exposes a Manual trigger, but starting manual workflows from the support inbox is not currently available.

Troubleshooting

  • If publishing fails, use the validation message to find disconnected or incomplete blocks.
  • If a published edit does not run, select Publish changes.
  • Use Workflow runs to inspect step logs and errors.

Was this helpful?