# Workflows

> Route conversations to the right queue, run steps when something matches, and describe outcomes in plain language with AI Goals. Every run is logged.

Canonical: https://www.getsift.ai/platform/workflows/

## Describe the job. Agents and workflows run it.

Route conversations to the right queue, run steps when something matches, and describe outcomes in plain language with AI Goals. Every run is logged.

[Read the docs](https://docs.getsift.ai/docs/automate/workflows)

Triggers **Condition, saved search, schedule**

Webhook events **9 types**

Retries **Up to 24 hours**

## What it does

### Triggers

Run on a condition, on a saved search match, or on a schedule in your timezone.

### Steps

Tag, add a note, assign, move queues, set fields, close, notify Slack or email, send a webhook, or apply a saved response.

### AI Goals

Describe an outcome in plain language. The AI agent acts, or abstains and says why.

### Queues and routing

Queues come from saved searches, with priority order, auto-assign, routing skills, workload-aware assignment, and SLA targets.

### Action rules

Auto-close inactive conversations, lock closed threads, set close reasons, and choose which ones send CSAT.

### Signed webhooks

Send events like action created or status changed to your systems, with retries and a delivery log.

## Rules for the predictable work

Pick a trigger, add steps, and let it run. Queues come from saved searches, so routing follows the same filters your team already uses.

## AI Goals for the judgment calls

Describe the outcome you want in plain language. The agent acts on matching conversations, or abstains and records why, so you can see every decision.

## Where agents act, and where you decide.

Rules run the predictable work. AI Goals handle the judgment calls and log every decision.

1. Agent
  **Match**
A condition, saved search, or schedule starts the run.
2. Agent
  **Act**
Steps run in order. A failed step doesn’t stop the rest.
3. Agent
  **Judge**
AI Goals act or abstain, with the outcome recorded.
4. Person
  **Review the log**
Every run shows as started, completed, or failed.

## Connects to your tools

[All integrations →](https://www.getsift.ai/integrations/)

[Slack](https://www.getsift.ai/integrations/slack/) [Custom API](https://www.getsift.ai/integrations/custom-api/)

## Questions

### Do I need code?

No. Workflows are built in Settings, and AI Goals are written in plain language. Webhooks are there if you want to connect your own systems.

### What if a step fails?

The rest of the run continues, and the run log shows what failed.

## More of the platform

[**AI triage** Score, summarize, tag, and filter every message.](https://www.getsift.ai/platform/triage/) [**AI replies** Drafts in your voice, grounded in your knowledge.](https://www.getsift.ai/platform/ai-replies/) [**Knowledge base** The facts your agents answer from.](https://www.getsift.ai/platform/knowledge-base/) [**SiftGPT** Ask your data, get answers with sources.](https://www.getsift.ai/platform/siftgpt/) [**Inbox** Every channel in one keyboard-first inbox.](https://www.getsift.ai/platform/inbox/) [**Analytics** Topics, sentiment, SLAs, and custom dashboards.](https://www.getsift.ai/platform/analytics/) [**Listening** Brand mentions you weren’t tagged in.](https://www.getsift.ai/platform/listening/) [**People** Advocates, detractors, and who’s going quiet.](https://www.getsift.ai/platform/people/) [**Moderation** Spam, policy, and blocked users.](https://www.getsift.ai/platform/moderation/) [**Quality & CSAT** QA agents, reviews, and customer scores.](https://www.getsift.ai/platform/quality/) [**Security & admin** Roles, audit log, and agent access controls.](https://www.getsift.ai/platform/security/)

## Describe a goal. Watch it run.

We’ll set up a routing rule and an AI Goal on your own conversations.