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Syntera Workflow Guide

Visual automation for customer service processes

Workflows enable automation of complex customer interactions without custom development. Build visual automation flows using drag-and-drop nodes and conditional logic.

🎯 Workflow Types

Customer Onboarding Automation

Lead Captures Email → Qualify Lead → Create Contact → Send Welcome Email → Schedule Follow-up

Use Case: Automatically nurture new leads captured through website chat.

Support Ticket Escalation

Urgent Keywords Detected → Check Agent Availability → Escalate to Human → Notify Manager → Update CRM

Use Case: Ensure critical customer issues get immediate human attention.

Sales Qualification Flow

Purchase Intent Detected → Check Customer History → Generate Quote → Send Proposal → Schedule Demo

Use Case: Convert interested prospects into qualified sales opportunities.

Multi-Channel Response Coordination

Customer Messages on Multiple Channels → Consolidate Context → Single Agent Response → Sync All Channels

Use Case: Maintain consistent responses across email, chat, and social media.

🔧 Available Triggers

Conversation Events

  • conversation_started - New conversation begins
  • conversation_ended - Conversation completes
  • message_received - New message arrives
  • agent_assigned - Agent takes conversation

CRM Events

  • contact_created - New contact added
  • contact_updated - Contact information changes
  • deal_created - New sales opportunity
  • deal_stage_changed - Deal moves through pipeline

Time-Based Triggers

  • scheduled_time - Execute at specific time
  • conversation_idle - No activity for X minutes
  • follow_up_due - Customer follow-up needed

External Triggers

  • webhook - External system integration
  • api_call - REST API trigger
  • email_received - New email arrives

🏗️ Node Types

Action Nodes

Send Email

{
  "type": "send_email",
  "config": {
    "to": "{{contact.email}}",
    "subject": "Welcome to {{company.name}}",
    "template": "welcome_email",
    "variables": {
      "customer_name": "{{contact.first_name}}",
      "company_name": "{{company.name}}"
    }
  }
}

Create CRM Deal

{
  "type": "create_deal",
  "config": {
    "title": "New Lead from {{channel}}",
    "value": 5000,
    "stage": "qualified",
    "contact_id": "{{conversation.contact_id}}",
    "probability": 75
  }
}

HTTP Request

{
  "type": "http_request",
  "config": {
    "method": "POST",
    "url": "https://api.company.com/webhook",
    "headers": {
      "Authorization": "Bearer {{api_key}}",
      "Content-Type": "application/json"
    },
    "body": {
      "event": "new_lead",
      "contact": "{{contact}}",
      "conversation": "{{conversation}}"
    }
  }
}

Logic Nodes

Condition Branch

{
  "type": "condition",
  "config": {
    "condition": "{{message.content}} contains 'urgent'",
    "true_path": "escalate",
    "false_path": "normal_handling"
  }
}

Wait/Delay

{
  "type": "delay",
  "config": {
    "duration": "2 hours",
    "condition": "no_response"
  }
}

Loop Iterator

{
  "type": "loop",
  "config": {
    "items": "{{unread_emails}}",
    "iterator": "email",
    "max_iterations": 10
  }
}

📊 Workflow Examples

Example 1: Lead Nurturing Automation

graph TD
    A[Message Received] --> B{Contains 'pricing'?}
    B -->|Yes| C[Create Lead in CRM]
    B -->|No| D[Check Purchase Intent]
    C --> E[Send Product Info]
    D -->|High Intent| F[Schedule Demo]
    D -->|Low Intent| G[Add to Nurture List]
    F --> H[Send Calendar Invite]
    G --> I[Start Drip Campaign]
Loading

Configuration:

  • Trigger: message_received
  • Condition: Message analysis for purchase intent
  • Actions: CRM updates, email sequences, calendar booking

Example 2: Support Escalation Matrix

graph TD
    A[Message Received] --> B{Analyze Urgency}
    B -->|Critical| C[Immediate Human Escalation]
    B -->|High| D[Priority Queue]
    B -->|Medium| E[Normal Queue]
    B -->|Low| F[Self-Service Response]

    C --> G[Notify On-Call Engineer]
    D --> H[Next Available Agent]
    E --> I[Standard SLA]
    F --> J[Send FAQ Link]
Loading

Configuration:

  • Trigger: message_received
  • AI Analysis: Sentiment + keyword detection
  • Escalation Rules: Priority-based routing

Example 3: Post-Sale Follow-Up

graph TD
    A[Deal Closed Won] --> B[Send Thank You Email]
    B --> C[Wait 7 Days]
    C --> D[Send Satisfaction Survey]
    D --> E{Response Received?}
    E -->|Yes| F[Log Feedback]
    E -->|No| G[Send Follow-up Reminder]
    F --> H[Update CRM Satisfaction Score]
    G --> I[Escalate to Account Manager]
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Configuration:

  • Trigger: deal_stage_changed to "closed-won"
  • Timing: Automated follow-up sequences
  • CRM Integration: Update satisfaction metrics

🔄 Variable System

Built-in Variables

Conversation Data:

  • {{conversation.id}} - Conversation identifier
  • {{conversation.channel}} - chat, voice, email
  • {{conversation.started_at}} - Start timestamp
  • {{message.content}} - Latest message text
  • {{message.sender_type}} - user, agent, system

Contact Data:

  • {{contact.first_name}} - Customer first name
  • {{contact.last_name}} - Customer last name
  • {{contact.email}} - Customer email
  • {{contact.company_name}} - Organization name

Agent Data:

  • {{agent.name}} - Assigned agent name
  • {{agent.id}} - Agent identifier

CRM Data:

  • {{deal.value}} - Deal monetary value
  • {{deal.stage}} - Current pipeline stage
  • {{deal.probability}} - Close probability percentage

Custom Variables

Store and reuse data:

{
  "type": "set_variable",
  "config": {
    "name": "customer_priority",
    "value": "{{analysis.priority_score}}"
  }
}

Use in subsequent nodes:

{
  "type": "condition",
  "config": {
    "condition": "{{customer_priority}} > 8",
    "true_path": "vip_handling"
  }
}

📈 Analytics & Monitoring

Workflow Performance Metrics

Execution Tracking:

  • Success/failure rates per workflow
  • Average execution time
  • Bottleneck identification

Business Impact:

  • Conversion rates from automated workflows
  • Customer satisfaction improvements
  • Cost savings from automation

Monitoring Dashboard

Real-time Metrics:

  • Active workflow executions
  • Queue depths by priority
  • Error rates and failure patterns
  • SLA compliance tracking

Historical Analytics:

  • Workflow performance trends
  • Most effective automation patterns
  • ROI calculations per workflow

🚀 Best Practices

Design Principles

Start Simple: Begin with single-trigger, single-action workflows.

Test Thoroughly: Use workflow testing before production deployment.

Monitor Performance: Track execution metrics and iterate on bottlenecks.

Document Logic: Maintain clear documentation of complex workflow logic.

Common Patterns

Lead Qualification:

Message → Intent Analysis → CRM Update → Automated Response → Human Handoff

Support Routing:

Issue → Categorization → Priority Assignment → Queue Selection → Agent Assignment

Follow-up Sequences:

Event → Delay → Condition Check → Action → Next Step

Error Handling

Fallback Actions:

  • Default responses for failed external API calls
  • Alternative routing when primary agents unavailable
  • Graceful degradation for system outages

Retry Logic:

  • Configurable retry attempts for transient failures
  • Exponential backoff for external service calls
  • Dead letter queues for persistent failures

🔧 API Integration

Workflow Management

List Workflows:

GET /api/workflows

Create Workflow:

POST /api/workflows
Content-Type: application/json

{
  "name": "Lead Nurturing",
  "description": "Automate new lead engagement",
  "trigger_type": "message_received",
  "trigger_config": {
    "keywords": ["pricing", "demo", "quote"]
  },
  "nodes": [...],
  "edges": [...]
}

Test Workflow:

POST /api/workflows/:id/test

Execution History:

GET /api/workflows/:id/executions

Real-Time Updates

Workflow executions emit real-time events:

socket.on('workflow:execution', (data) => {
  console.log('Workflow executed:', data.workflow_id);
});

🎯 Use Cases by Industry

E-commerce

  • Abandoned cart recovery
  • Order status updates
  • Customer feedback collection
  • Upsell recommendations

SaaS Companies

  • Trial conversion automation
  • Feature adoption tracking
  • Customer success check-ins
  • Churn prevention alerts

Financial Services

  • Account opening assistance
  • Transaction notifications
  • Fraud alert automation
  • Compliance document requests

Healthcare

  • Appointment scheduling
  • Prescription refill reminders
  • Patient intake automation
  • Follow-up care coordination

Workflows automate customer service processes to improve response times and operational efficiency.