Basic Workflow Tips

In this article, we’ll be going through some key workflow definitions and basic tips to help you navigate around Gnatta more easily.  

Triggers, Workflows, and Nodes

Triggers: These can be set to start workflows following a specified event occurring.

💡 For example, Non-interaction Message Received is for when a brand new message is received, Dynamic Data Updated fires when data has been updated on an interaction, and Interaction Queue Change fires when an interaction has been moved to another queue. 

Workflows: Templates that can be built to set an order to how certain tasks are completed.

💡 For example, templates can be used to create interactions and place them into a queue, automatically collect data to be presented to a user, and be used to send data externally to Gnatta.

Nodes: Actions that are added to workflow templates.

💡 For example, there are nodes to update interactions, add notes to interactions, and send automatic responses 

Basic Tips


  • Workflow templates must always have a start and a stop node.
  • Workflow nodes must have all fields completed otherwise you will not be able to save the workflow.
  • Workflow nodes must always have an out connection to another node.

Trigger ordering 

  • You can place multiple workflows on triggers.
  • The workflows will be processed in sequential order.
  • You can copy a set of workflows from one trigger to another using the Copy To button.

Published and draft 

  • Workflows can only be placed on triggers if they are published.
  • You can create a draft on an active workflow but the changes will not run until the new version is published.
  • Workflows that are published will appear white in the workflow template list.
  • Workflows that are in draft will appear yellow in the workflow template list.
  • Also when loading a draft template there will be a message at the top of the workflow indicating that you are editing a draft.

Context Workflow fields 

  • You will see on various nodes that there are Context Output fields.
  • These fields are important and useful as the context value set here can be used as a reference point later in the same workflow or in workflows activated by the same trigger

Workflow Logs  

  • Logs can help with debugging and monitoring.
  • There is a search bar on the page if you want to check the behaviour of a certain workflow template. Search the template name to see all of the logs for that specific template.
  • The Error List can be used to clearly identify any workflows that are erroring on your domain.

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