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Customize app-created workflows

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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Many Kustomer app integrations come with preconfigured app-created workflows that help the integration function. If you need additional functionality beyond the out-of-the-box features of these app-created workflows, there are a few ways to make further customizations to meet the needs of your business.

Who can access this feature?
User typesAdmins can access the Workflows page.


In this article

Find app-created workflows

Workflows created by apps can be located in a dedicated tab in the Workflows settings.

  1. Go to Settings and select Platform > Workflows.
  2. Select the App Created tab.

Recommended: parallel customizations

App-created workflows cannot be directly edited because they are created and maintained through app updates. This means that any new updates to the workflow will be automatically pushed out when the app has any updates or new features added.

The recommended method for making customizations to an app-created workflow would be to create a new workflow that runs alongside the original workflow. This method has a few benefits:

  • Keeping your desired customizations in their own workflow makes it easier to manage and update your custom workflow whenever needed without interrupting the overall functionality of the app-created workflow.
  • Leaving the original app-created workflow on allows it to automatically receive updates and new features alongside updates that are made available in the App Directory.

Alternative method: branching the workflow

Alternatively, you can create a copy of the original app-created workflow to make changes to it, and turn off the original app-created workflow. This method is not recommended for most organizations, because it comes with some important drawbacks:

Drawbacks

  • By turning off the original workflow, your branched integration will not receive any fixes or improvements alongside app updates. Any updates or changes made available to the app — and subsequent changes to the app-created workflow — will not be applied to your workflow branch.
  • App-created workflows aren't directly editable because they are created and maintained through app updates. Since your branched workflow won't receive updates, any updates to the app integration may disrupt the branched workflow's ability to work properly.
  • This method makes it more difficult to maintain your integration in the long term alongside app updates.

If you understand these caveats and still wish to pursue this method, here's how to duplicate an app-created workflow.

  1. Find the desired workflow in the App Created list.
  2. Open the More Options menu.
  3. Select Duplicate.
  4. The duplicated workflow will be saved to the User Created tab. Navigate to the new workflow and press Edit to make changes to it.