Glossary

Workflow automation

Connecting the steps of a routine business process so they run by themselves when something happens, such as a form submission or a booking.

A workflow has a trigger (a new enquiry, a completed job) and a series of actions (reply, record, remind, notify). Tools pass information between each other through APIs and webhooks.

AI adds steps that need reading or writing: understanding a message, drafting a reply, summarizing a call. Steps that need judgement can still go to a person.