A workflow is a trigger followed by a chain of steps that you build visually. Use workflows to summarise new calls, label conversations and insights, send scheduled digests, post to Slack, email people or notify other systems.
Create a workflow
Select Workflows in the left-hand menu, then Create. Add a trigger and select it to set its criteria. To add a step, hover over the line below the trigger and select +. Use Test workflow in the menu, then switch the Enabled / Disabled toggle at the top to turn it on. New workflows are disabled until you enable them.
Triggers
Trigger | Runs |
Based on a date or schedule | Immediately after activation or at a set date and time, then either once or repeating every N days, weeks (on chosen days) or months (on a day of the month). |
When a conversation is processed | For each new conversation matching your criteria, once Four/Four has finished processing it. Criteria use the same filters as elsewhere, such as participants, source, CRM fields or a search phrase. |
When an insight is generated | For each new insight matching your criteria. |
Conversations that ended before a source's first sync (historical backfill) don't fire the conversation trigger. Use Loop workflow for older data.
Steps
Which steps you can add depends on the steps before them and on connected apps.
Step | What it does | Availability |
Get conversations | Collects conversations matching filters. | After a schedule trigger only. Use this or Get insights, not both. |
Get insights | Collects insights matching filters. | After a schedule trigger only. |
Ask the analyst | Runs a prompt you write against the conversation, or the collected conversations or insights, and keeps the answer for later steps such as an email. If nothing matches, the path stops. | After a conversation or schedule trigger, or after Get conversations or Get insights. |
Free text condition | Asks a yes/no question about the conversation or insight; the workflow continues only on yes. Phrase it as a condition, such as "Does the customer mention a competitor?" | After a conversation or insight trigger. |
Send email | Sends the results to the Workflow owner, a Specific address, the Internal meeting organizer (only if they are a user in your Four/Four team) or an Account user (a user field on the linked CRM account, if your CRM has one). The subject starts with "Four/Four:" and you can set your own. For several recipients, add several steps or use a group address. | Always. |
Send a Slack message | Posts the results to one or more channels. Invite the Four/Four Slack app to each channel first. New channels can take up to 30 minutes to appear. | Only once Slack is connected. |
Apply labels / Remove labels | Adds or removes labels on the conversations or insights found. If no filter criteria are set, labelling is skipped rather than applied to everything. | After Get conversations, Get insights, or a conversation or insight trigger. |
Comment on Jira issue | Posts the insight as a comment on a chosen Jira issue. | After an insight trigger, and only once Jira is connected. |
Dispatch webhook | Notifies any webhook destination subscribed to the Workflow topic, with references to the workflow and what it processed. Destinations are created on the Connections page. | Always. |
Testing, looping and monitoring
Test workflow runs it once on a sample item matching the trigger. Check the result on the Runs tab.
Loop workflow applies a conversation- or insight-triggered workflow to existing data, for example to label history. It shows how many items will be affected and you can narrow them with Filter. Emails and messages are skipped unless you tick Run messaging steps. Not available for workflows containing Ask the analyst or Free text condition.
The Runs tab shows whether each run finished, is waiting, is running or failed.
Ownership
Workflows run as their owner: Ask the analyst uses the owner's access and "Workflow owner" emails go to them. If the owner leaves, steps that rely on them, such as emailing them, are skipped and noted in the run.
Example patterns
Weekly team digest: schedule trigger, Get conversations (last 7 days), Ask the analyst, Send email.
Summary of important calls: conversation trigger with criteria, Ask the analyst, Send a Slack message.
Competitor tracking: conversation trigger, Free text condition, Apply labels.
Backfill a label: build the workflow, then Loop workflow.
Permissions
Building and managing workflows needs a role with a workflow permission.
Action or area | Permission |
Create and manage your own workflows | Manage my workflows |
Manage everyone's workflows, and see the All workflows tab | Manage all workflows |
Create webhook destinations on the Connections page | Administrator |
Without either workflow permission, Workflows is missing from the left-hand menu; ask your administrator. Without Manage all workflows, only My workflows is shown.