Workflows
Workflows
Build and operate workflow routing: defaults, handoff, hours controls, and safe rollout.
What a workflow does
A workflow is Calypso’s project-scoped routing + automation graph. For each inbound request, a workflow can:
- send messages and guide the user through a flow
- capture intent (choices/inputs)
- branch and apply policy (hours, lanes, escalation)
- hand off to the Shared Inbox so a human can take over
How routing chooses a workflow
Projects can run inbound routing in two modes:
- Workflow routing: Calypso routes inbound requests through the project’s Default workflow
- Legacy routing: a non-workflow routing mode (used when workflow routing is off)
Workflow routing is guarded: you can only enable it when a default workflow exists and is enabled.
Key building blocks (recommended)
Most production workflows share the same early structure:
- Hours gate (optional): decide what happens outside operating hours
- Intent capture: a small number of clear, deterministic branches (Sales vs Support, etc.)
- Automation lane: handle common cases with messages and knowledge
- Inbox handoff: a safe escalation path into Shared Inbox for anything uncertain
Operating rules (don’t skip)
- Treat the default workflow like production infrastructure: small edits can affect the entire inbound stream.
- Keep early branching explicit: avoid ambiguous routing logic near the entrypoint.
- Design a clean handoff boundary: after Inbox handoff, avoid automation that competes with human replies.
Start here
- Default workflow & workflow library
- Workflow nodes
- Routing mode (workflow routing)
- Inbox handoff (Shared Inbox)
- Hours & availability behavior
- Operational rollout checklist
- Troubleshooting