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Callable scheduled workflows

Last Update: Sep 2024 • Est. Read Time: 3 MIN
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You can use scheduled workflows in Kustomer to automate actions that depend on time-specific conditions. For example, you can create a workflow that marks a conversation Done when your team has been waiting for a customer response for too long. Or you can create a scheduled workflow that changes the priority of conversations that have been open for more than a week.

Who can access this feature?
User typesAdmins can create and manage callable workflows.


In this article

When would you schedule a workflow?

You can schedule a workflow whenever you want an action to occur based on a time-specific condition. In this example, we want to create a scheduled workflow that increases a conversation's priority to 5 if it's been open for more than a week. When creating a scheduled workflow, you must first ask yourself these questions:

  1. What should be scheduled to happen?
  2. When should the action be scheduled to take place?

We solve this by creating two separate workflows for each part of the automation. 

Notes: 

  • A scheduled workflow must be created before it can be scheduled by another workflow.
  • You can have unlimited scheduled workflows, but they are limited to 1000 runs per 15 minutes across all scheduled workflows within an organization. Additional executions beyond the 1000 limit will continue to queue, but will not run until the 15 minute window has elapsed. We recommend tuning your conditions in the scheduling workflow to ensure it is scheduled only when needed.

Creating the scheduled workflow

The first step in this process is to create the scheduled workflow and answers the question "what should be scheduled to happen?" This workflow is triggered by a scheduled event, which means that it can only be scheduled by other workflows. 

Workflow A: Update Conversation Priority

When given a conversation ID, this workflow will increase the conversation's priority to 5.

  1. Go to Settings > Platform > Workflows.
  2. Select Add Workflow.
  3. From the popup that appears, select Custom Workflow.
  4. Enter a name for the workflow and then turn on the Callable Workflow toggle.
  5. Select Create.
  6. Once saved, you will be prompted to fill in the data fields that the workflow expects. Select the Callable Trigger, then select Edit Input Parameters.
  7. In this example, we want to change a conversation's priority so let's add conversationId as an input field, select String from the drop-down menu, and make it a Required Field. This data field is the parameter that your workflow will need to run. Press Update to save this parameter.
  8. Then, we'll add an action to limit the conversations we update. Add an Action step with Kustomer as the Action App, with the event Conversation: Lookup (By ID).
  9.  Then add a Condition Step that makes sure the conversation status is not “Done” and that the priority is not already 4 or higher.
  10. Finally, we'll use the conversation Id that is passed in from the callable trigger to update the conversation's priority to 5.
  11. Select Save.

Creating the scheduler workflow

Next, you want to create the workflow that triggers the scheduled workflow and determines when the action defined in the first workflow is going to take place. In this example, this workflow will be triggered when any inbound conversation is created.

Workflow B: Schedule Conversation Priority Increase

This workflow schedules Workflow A to run with the conversation's ID.

  1. Go back to the Workflow Settings, select Add Workflow, and then select Custom Workflow.
  2. Fill in the title and description for the new Schedule Conversation Priority Increase workflow, then select Create.

    Note: This workflow is not a scheduled workflow so do not turn on the Callable Workflow toggle.

  3. This workflow will be triggered on the Kustomer: Conversation Created trigger event.
  4. Add an Action step that calls the Scheduler: Schedule a Workflow action event.
  5. Let's fill in the Scheduler Information. For Workflow Title, select the Update Conversation Priority workflow we created earlier in this guide.
  6. Leave the Type set as Set a Relative Time.
  7. Finally, set the date when the workflow should run (7 days from when this workflow runs), and pass in the required conversationId parameter (the created conversation's Id).
  8. Select Save.