Workflows

A Workflow is a reusable, named template of steps for your organization. Instead of building a case from scratch every time, you define a workflow once — an ordered list of actions — and reuse it for every case that follows the same process.

Each action in a workflow has:

• A kind, which determines what actually happens when the action runs.
• Whether it’s required.
• Which roles are allowed to execute, read, update, create, or delete it.

Action kinds

Kind	What it does
Document Sign	Sends a PDF for e-signature.
Communication	Sends a certified, trackable email.
Video Call	Sets up a video appearance.
File Upload	Asks a participant to upload a file.
Burofax	Sends a document as a certified postal notice.
File Sharing	Shares a document link.
Media Evidence	Captures a media file as evidence.

See Action Types for a detailed look at how each kind is actually delivered and what participants experience.

Using a workflow

When you create a case, you pick a workflow (or skip this and add actions freeform, or use a Quick Action for a single, immediate action). The case then inherits the workflow’s actions, in order, as its own case actions.

Editing rules

A workflow — or any of its actions — can’t be deleted or edited once it’s in use by a case. This keeps in-progress cases consistent even if the template changes later.

Who can create workflows

Building and editing workflows is an Organization Admin capability, found under the Workflows section of the navigation.