Choose between flows, rules, and custom commands

Use an interactive flow when a member needs to answer questions, choose a route, see a knowledge base article, or create a ticket conditionally.

Use an automation flow for background ticket actions such as messages, tags, summaries, translations, or category changes. Start it from an automation rule or staff workflow button.

Use an automation rule for the trigger and conditions, such as a ticket opening, a member going inactive, or a message being posted. One rule performs one action or runs one automation flow.

Use a custom command when members or staff should start a flow without finding a panel.

Support flows | Custom commands