Custom workflows give you the flexibility to design step-by-step workflows tailored to your organization’s processes. Powered by Contextual AI, custom workflows save time, drive consistency, and enable smarter, more effective problem-solving across the lifecycle of the case. Best of all, they’re designed by you—adapting seamlessly to how your team works.
Add a Custom Workflow
Custom workflows can be created by admins with workflow configuration capabilities in your Workflows settings.
Templates
You can create custom templates to use within your custom workflow.
Editing and publishing changes to the templates will update the template(s) for all new workflows going forward.
Learn more about creating templates here.
Workflow Steps
Each workflow step will include:
- Step Name
- Step Instructions (optional)
- Step componoents
- Case Actions
- Notes
- Attachments
- Tasks
- Escalation
- Templates
Each step can consist of multiple components.
Step Components
Case Actions
This includes:
- Assign Admin
- Set Priority
- Attorney Client Privilege
- Resolution
- Ant custom case actions you have created
Attachments
Adding an Attachment step will prompt the admin to upload files as part of the workflow.
Provide a header title to give the admin context for the attachment(s) needed.
Tasks
To include a required task on the workflow step select ‘Task.’ Next, provide a description for the task. On the workflow you will be able to assign an admin and due date for the task. The admin will be notified when assigned and if the task is overdue.
Escalation
Require escalation to a specific admin with the Escalation step.
Select the admin(s) you would like to appear in the escalation dropdown.
Templates
Any templates created can also be added to a workflow step. You can select a single template or multiple to display on the step.
Notes
Require a note or annotation. This helps make sure critical steps are not overlooked and admins document their actions.
Workflow rules and conditions
Set specific rules and conditions to trigger the workflow (eg categories, locations, or other case fields).
You can also enable Vera Smart Recommendation to allow Vera to recommend the workflow at based on the details of the case.