A workflow = "when feedback meets a condition, run an action automatically." It locks in the handling steps you repeat every day and lets the system run them for you.

What it can do

  • Triggers: every new piece of feedback that arrives / on a schedule (e.g., every Monday morning) / a metric crossing a threshold (e.g., a spike in negative rate).
  • Actions: assign to a member or group, change priority, add tags, draft a reply (must be human-confirmed before it's sent), escalate, close, notify Slack / Feishu / WeChat Work, and roll into the daily / weekly report.

Example: "payment-related complaint → set to P1 and assign to the payments group, and notify the Feishu group."

How to create one

Go to the Workflows page (/workflows), describe your goal in plain language (e.g., "refund complaint → assign to payments and draft an apology"), and click "Generate draft" — the draft appears in the AI conversation on the right. From there, refine it in the conversation:

  • Click "Edit" to change it in natural language (e.g., "count ratings below 3 stars too").
  • Click "Next" to move to the pre-launch review.
  • Once it passes, click "Launch" to make it live.

This "describe the goal → AI generates → iterate in conversation" approach is the Coding Loop; see the blog post Coding Loop: Let Your Handling Flow Evolve on Its Own for details.

What the pre-launch review checks

Two gates:

  1. Dependency check: is a channel the flow needs to notify (say, Feishu) not connected yet? It prompts you to go connect it in settings first, drop that step, or switch to an already-connected channel.
  2. Impact replay: actions that will run automatically (auto-assign / escalate / close / change priority) need your explicit authorization before going live, and you get a replay over the last 30 days — how many items it would have matched and how many actions it would have triggered had this flow existed then, helping you judge whether the scope is reasonable.

Safety boundaries

Hard system constraints:

  • No fully automatic outbound replies (a drafted reply must be human-confirmed before it's sent).
  • No automatic closing of P0s.
  • Keep each flow to a focused 1–4 rules; cramming all your logic into one flow is discouraged.

Pause, edit, versions

A live workflow can be paused / resumed at any time. Editing it further creates a new version and archives the old one automatically; a single flow has only one active version at a time.