Choose the trigger
Select the incoming event and channel that starts the work.
Eyeleven / Workflows
Connect the steps.
Keep the judgment.
Turn repeatable work into a clear sequence of context, permitted actions and human decisions. Conversations move forward without losing the person responsible.
Appointment change / illustrative workflow
One request. A visible path.
Start with a real customer signal.
A customer asks to move an appointment. The conversation, requested time and available context enter the workflow together.
Only the connected channel and approved customer context are used.
Workflow Studio
See how the pieces connect.
Build and inspect the sequence in the visual canvas. Test the scope, conditions and review points before publishing a workflow.
Before execution
Define what can happen.
And who decides.
A workflow is only as useful as its context and boundaries. Start small and review each handoff before expanding.
Connect approved knowledge
Give the OmniForce the instructions and information relevant to this task.
Set permissions and exceptions
Define the permitted tools, approval points and escalation owner.
Test and publish
Inspect the expected path and the failure path before enabling the workflow.
From request to result
A handoff is complete when the outcome is verified.
The example above is illustrative. In a configured workflow, the next team receives context and an accountable owner; a draft or requested action stays distinct from a confirmed result.
Record the intent
Capture the customer request, approved context and the next proposed action.
Keep authority clear
Route exceptions and consequential actions to the person or team with decision rights.
Check the destination
Mark the work complete only after the connected system or owner confirms what happened.
Guardrails · illustrative policy
Your team setsthe boundaries.
Define permitted work, approval points and human takeover. Change this example matrix to see a plain-language policy. It is illustrative only; no workspace settings are saved.
Work visibilityRuns, handoffs and failures
Tool accessPlan and configuration dependent
This policyIllustrative only · no saving
Tool
Read
Draft
Act
Ask a person
Knowledge
Act = use guidance
Quote review
Act = route quotes
CRM / API
Act = update records
Email
Act = send follow-ups
Order review
Act = route changes
Calendar
Act = coordinate bookings
Illustrative policy · local example only
Example Sales OmniForce can read approved knowledge, quote requests, connected records and configured email context; draft answers, quote briefs and follow-ups; and use guidance and route quotes. It must ask a person before sending follow-ups, answering outside approved guidance or routing quote requests for amounts over $500.
Example review above
$500
Allowed · 9Acts · 2Ask a person · 3Off · 8
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