Workflow library & default workflow

Workflow library (project-scoped)

In Workflows, you manage multiple workflows per project. A few rules matter operationally:

• you must explicitly pick a Default workflow
• a default workflow cannot be deleted
• workflow routing can only be enabled when the default workflow is enabled

Default workflow (source of truth)

The Default workflow is the canonical entrypoint for inbound routing when workflow routing is enabled. Treat it as production infrastructure:

• Change control: avoid frequent, unreviewed edits—small changes can affect the entire inbound stream.
• Determinism: keep early branching conditions simple and explicit.
• Safe handoff: ensure there is a clear path to human escalation (Shared Inbox handoff / Inbox handoff) when automation can’t resolve.

Recommended default workflow shape

If you’re unsure where to start, aim for:

• a short hours gate (optional)
• 2–4 top-level intent branches (Sales, Support, Billing, Other)
• a visible Inbox handoff path from every branch

Checklist: before enabling workflow routing

• Default workflow is selected
• Default workflow is enabled
• Default workflow includes a clear Inbox handoff path
• Hours behavior is configured (only if you need it)

Next:

• Routing mode (workflow routing)