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Workflow Automation, Product Brief.

Trigger-based workflows, branching logic, multi-step action sequences, and human handoff rules: automating the journeys between interactions, not just the interactions themselves.

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What Workflow Automation does

Ephanti Workflow Automation lets you build automated multi-step processes that run across channels and systems, without writing code.

A workflow can start from a customer event (abandoned cart, appointment reminder, donor lapse signal), execute a sequence of actions across channels and systems (send WhatsApp, update CRM, wait 24 hours, check response, branch on outcome), and hand off to a human agent when judgment is required. Every workflow step has access to the full customer profile from connected systems.

How it works

1. Trigger

Event, time, data change, or conversation signal fires the workflow.

2. Conditions

Branch on customer data, channel, tier, response, or any connected system field.

3. Actions

Send message, update CRM, wait, check status, call API, assign agent, 40+ action types.

4. Outcome

Log result, update record, trigger next workflow, or route to human queue.

Key capabilities

Trigger types: event, time-based, data change, conversation signal, manual
Branching logic: if/else, multi-branch, loop, wait-for-response
40+ action types: send message, update CRM record, create ticket, book appointment, place order
Multi-channel actions in a single workflow, WhatsApp then email then SMS
Wait steps: wait a fixed time, wait until a condition, wait for customer response
Human handoff, route to agent queue at any step with full context
Error handling: retry logic, fallback paths, failure notifications
Workflow analytics: completion rate, step-level drop-off, conversion attribution
Version control: publish, revert, A/B test workflow variants

Configuration options

Trigger event library, select from pre-built events or define custom events
Condition builder, any field from any connected system
Action library, pre-built connectors to all integrated systems
Concurrency limits, max simultaneous workflow runs per customer
Re-entry rules, can the same customer enter the same workflow twice
Workflow permissions: who can create, edit, and activate workflows

Tier availability

Capability	Starter	Pro	Enterprise
Basic trigger & action workflows	✓	✓	✓
Branching logic	Limited	✓	✓
Wait steps	,	✓	✓
Multi-channel actions	,	✓	✓
Human handoff steps	✓	✓	✓
Custom event triggers	,	,	✓
Workflow A/B testing	,	,	✓

FAQs

What types of triggers are supported? ⌄

Event triggers (customer action, system event, time-based), conversation triggers (intent detected, sentiment threshold, channel inbound), and data triggers (CRM field change, order status update, loyalty tier change, donor lapse signal).

Can workflows call external systems? ⌄

Yes. Workflow actions can read from and write to any connected system of record via the integration layer: update a CRM record, create a support ticket, place an order, book a reservation, post a charge.

How does human handoff work in a workflow? ⌄

At any step, a workflow can route to a human agent queue with full context: conversation history, customer profile, and the step that triggered the handoff. The agent sees everything and can continue from where the workflow left off.

See Workflow Automation in your context.

Book a demo and we’ll build a workflow against one of your real use cases in the session.

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