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Workflows

A workflow is a sequence of automated steps that Appricity runs for you: summarising a conversation and logging it to your CRM, starting a conversation with a new lead, notifying your team. Much of what Appricity does behind the scenes, such as bulk imports, conversation outcomes and playbooks, runs as workflows, and you can see every run.

What starts a workflow?

  • Manually, from the workflow's page with Trigger a run.
  • On an event, such as a new lead arriving.
  • On a release, when a release changes state.
  • On a schedule.

What can a step do?

  • Call a role surface: ask the brain to do something, such as summarise a conversation.
  • CRM operation: log an activity, create a task or note, update a record.
  • Ingest an outcome: add a summary back into your knowledge.
  • Send a notification: email your team (never a lead).
  • Start a conversation: have an agent open a conversation with a contact.
  • Transform data: reshape the output of one step for the next.
  • Call an external system: send data to another system you use.
  • Wait for an event: pause until something happens.

Each step can be retried automatically and can either stop the workflow on failure or carry on.

Which workflows come built in?

  • Conversation outcomes: when you choose Produce outcome on a conversation, a workflow summarises it, adds the summary to your knowledge and, if Salesforce is connected, logs it.
  • Playbooks: each playbook is a workflow triggered by a new lead. Steps you add to it in the workflow editor run after the playbook's own.
  • Bulk ingestion: every bulk import runs as a workflow.

How do I build my own?

In Work → Workflows, choose Add workflow, give it a name, type and description, and open the editor. Steps and trigger settings are written in a structured text format, with the available step types listed alongside, and Validate checks your work before you Save. Building workflows is aimed at technically minded admins; the built-in workflows need no editing.

How do I see what happened?

Every workflow has a list of runs, filterable by status: queued, in progress, waiting for an event, completed, failed or cancelled. A run's page updates live as each step finishes, and you can Cancel a run or Retry from step after fixing whatever went wrong.

The Home page shows recent workflow activity, including anything that has failed.