Workflows and decision tables

Automation > Workflows lets routine work run by itself. A workflow starts when something happens, checks its conditions, and runs its steps in order.

What starts a workflow

• An event: a claim is reported or changes status, a policy is issued or comes up for renewal, a quote is started, an invoice becomes overdue, a payment arrives, a customer, request, complaint or document comes in, or a web form is filled in.
• Every day: once a day, for each record that matches the conditions.
• By hand: from a record's Automation and AI menu, with Run a workflow.

Conditions

Each condition compares a field of the record (record.claimed_amount, record.status, record.custom.vehicle_use...) or of the event with a value: equals, is not, at least, at most, contains, is empty, is one of. Choose whether all or any must hold.

Steps

Step	What it does
Stop unless	Ends the run quietly unless conditions hold (useful after a wait)
Wait	Pauses for hours or days, counted on the business calendar when working hours are chosen
Look up a decision table	Puts the table's answer into vars. for the next steps
Create a task	For a person, the record's handler, or whoever in a team has most room
Assign the record	To a person or the least loaded member of a team
Change a field	Only safe fields; status changes go through the record's own actions
Notify staff / Email the customer	With {{ record.number }}-style placeholders
Put in the exception queue	For a person to deal with
Try straight-through processing	Uses the active rule for the record
Ask the AI	A summary, letter or reply, waiting for review when needed
Run another workflow	Workflows marked reusable can be called by others
Send to a webhook	To one partner system

Decision tables

Automation > Decision tables hold rules in rows: when the inputs match (>= 10000, 1000..9999, motor, travel, not rejected, empty for any), the outputs are given. "First match" uses the first row that fits; "All matches" collects every row. Try it shows the answer for sample inputs.

Test, publish and roll back

You edit a draft; the running version does not change until you Publish. Test on a record runs the draft against a real record and shows what each step would do, without changing anything. Every published version is kept: Roll back publishes an earlier one again.

Safety

• The same event never runs the same version twice.
• Steps run as "Automation", so they never count as a person's approval.
• A failing step is retried with growing gaps (2, 4, 8 minutes...); after the last attempt the run lands in the exception queue.
• Automation > Workflow runs shows every run with its step-by-step log, and lets you resume or cancel one that is waiting.