Workflow field reference: triggers and conditions

Updated Wednesday, October 28, 2026 · Marc Staine

Use this reference with Configure workflows and automation. Fields depend on the selected record type, event, enabled integrations and released account capabilities. Account-specific records and custom fields come from the editor.

Details

Setting	What it controls	Availability and verification
Name	Use a clear name that administrators can recognize in the workflow list. Input: Text. Maximum 50 characters.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events; Asset: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Description	Explain the purpose of this workflow and the result administrators should expect. Input: Multiline text. Maximum 500 characters.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events; Asset: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Stop When Hit	When this workflow matches, lower-priority workflows for the same scope and event do not run. Input: On/off.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events; Asset: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Order	Sets the execution priority within this scope and event. Input: Number.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events; Asset: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Active	Only active workflows are evaluated by the live workflow runtime. Input: On/off.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events; Asset: all available events. Use the editor’s available choices and test a matching and nonmatching record.

Trigger and timing

Setting	What it controls	Availability and verification
What	Choose the type of Supportbench record this workflow evaluates. Input: One selection.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events; Asset: all available events. Use the editor’s available choices and test a matching and nonmatching record.
When	Choose the event that starts evaluation for this workflow. Input: One selection.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events; Asset: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Wait after case closure	How long a case must remain closed before the survey is sent. Input: One selection. Choices: 15 minutes; 30 minutes; 45 minutes; 1 hour; 2 hours; 4 hours; 8 hours; 12 hours; 1 day; 2 days; 3 days; 4 days; 5 days; 6 days; 7 days.	Case: Survey sent. Use the editor’s available choices and test a matching and nonmatching record.
Survey	The active survey to send to the case contact after the case has stayed closed for the selected delay. Input: One selection.	Case: Survey sent. Use the editor’s available choices and test a matching and nonmatching record.
Send frequency	Send for every eligible case, a random half, every second eligible case, or every third eligible case. Input: One selection. Choices: All the time; Random; Every second closed case; Every third closed case.	Case: Survey sent. Use the editor’s available choices and test a matching and nonmatching record.
Limit run times	Only evaluate this workflow within the permitted days and times. Turn off to allow evaluation at any time while keeping your saved choices. Input: On/off.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Timezone	The timezone used for the permitted days and times. Leave blank to use UTC. Input: One selection.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Permitted from	Earliest time this workflow may run on each permitted day. Leave blank for the start of the day. Input: Time of day.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Permitted until	Latest time this workflow may run. Leave blank for the end of the day. Use a time after the permitted start; overnight ranges are not supported. Input: Time of day.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Permitted days	Select the days when this workflow may run. No selected days means it will not run while time restrictions are enabled. Input: Multiple selections. Choices: Sunday; Monday; Tuesday; Wednesday; Thursday; Friday; Saturday.	Case: all available events; Article: all available events; Company: all available events; Contact: all available events. Use the editor’s available choices and test a matching and nonmatching record.
SLA target (minutes)	The number of minutes allowed for this SLA target. The selected clock determines how those minutes are counted. Input: Number.	Case: SLA target response, SLA first owner, SLA first response, SLA closure. Use the editor’s available choices and test a matching and nonmatching record.
Sticky SLA target	This preference is retained for existing configurations. It currently has no effect on SLA timing. Input: On/off.	Case: SLA target response, SLA first owner, SLA first response, SLA closure. Use the editor’s available choices and test a matching and nonmatching record.
SLA clock	24/7 counts all elapsed time. Business Hours counts only time covered by the applicable SLA business-hours calendar. Input: One selection. Choices: 24/7; Business Hours.	Case: SLA target response, SLA first owner, SLA first response, SLA closure. Use the editor’s available choices and test a matching and nonmatching record.
Run once	Use Run once to further control when this workflow runs. Input: On/off.	Case: Scheduled; Asset: Scheduled. Use the editor’s available choices and test a matching and nonmatching record.
Start date (UTC)	First date this schedule may run. Combine it with the start time below; both use UTC. Input: Date (UTC).	Case: Scheduled; Asset: Scheduled. Use the editor’s available choices and test a matching and nonmatching record.
Repeat every (minutes)	Minutes between repeated evaluations, from 10 to 1,440. Input: Number.	Case: Scheduled; Asset: Scheduled. Use the editor’s available choices and test a matching and nonmatching record.
Scheduled	Use Scheduled to further control when this workflow runs. Input: On/off.	Case: Scheduled; Asset: Scheduled. Use the editor’s available choices and test a matching and nonmatching record.
Run on weekdays	Run on these weekdays at the selected UTC start time. Input: Multiple selections. Choices: Sunday; Monday; Tuesday; Wednesday; Thursday; Friday; Saturday.	Case: Scheduled; Asset: Scheduled. Use the editor’s available choices and test a matching and nonmatching record.
Run on month days	Run on these days of the month at the selected UTC start time. Dates that do not occur in a month are skipped. Input: Multiple selections. Choices: Day 1; Day 2; Day 3; Day 4; Day 5; Day 6; Day 7; Day 8; Day 9; Day 10; Day 11; Day 12; Day 13; Day 14; Day 15; Day 16; Day 17; Day 18; Day 19; Day 20; Day 21; Day 22; Day 23; Day 24; Day 25; Day 26; Day 27; Day 28; Day 29; Day 30; Day 31.	Case: Scheduled; Asset: Scheduled. Use the editor’s available choices and test a matching and nonmatching record.
Start time (UTC)	Time of day in UTC for the first run and selected weekday or month-day runs. Input: Time of day.	Case: Scheduled; Asset: Scheduled. Use the editor’s available choices and test a matching and nonmatching record.

Requirements

Setting	What it controls	Availability and verification
Owner	This workflow runs only when Owner matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Team	This workflow runs only when Team matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Queue	This workflow runs only when Queue matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Last Queue	This workflow runs only when Last Queue matches the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
State	This workflow runs only when State matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Company Is Associated	This workflow runs only when Company Is Associated matches the selected value. Input: One selection. Choices: Associated; Not associated.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Company	This workflow runs only when Company matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Contact Is Associated	This workflow runs only when Contact Is Associated matches the selected value. Input: One selection. Choices: Associated; Not associated.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Contact	This workflow runs only when Contact matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Category	This workflow runs only when Category matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Asset Category	This workflow runs only when Asset Category matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Severity	This workflow runs only when Severity matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Issue	This workflow runs only when Issue matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Outcome	This workflow runs only when Outcome matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Community	This workflow runs only when Community matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Created From	This workflow runs only when Created From matches the selected value. Input: Date and time.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Created To	This workflow runs only when Created To matches the selected value. Input: Date and time.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Modified From	This workflow runs only when Modified From matches the selected value. Input: Date and time.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Modified To	This workflow runs only when Modified To matches the selected value. Input: Date and time.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Activity Count	This workflow runs only when Activity Count matches the selected value. Input: Number.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Tags contain all	This workflow runs only when Tags contain all matches the selected value. Input: Tag or value list. Maximum 2000 characters. Spaces separate values.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Activity Type	This workflow runs only when Activity Type matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Activity Subject	This workflow runs only when Activity Subject matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Both Activity Text	This workflow runs only when Both Activity Text matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Activity Text	This workflow runs only when Activity Text matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Article Thumbs Up Count	This workflow runs only when Article Thumbs Up Count matches the selected value. Input: Number.	Case: all available events; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.
SAT Score	This workflow runs only when SAT Score matches the selected value. Input: One selection. Choices: Satisfied; Unsatisfied; Neutral.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
NPS Score	This workflow runs only when NPS Score matches the selected value. Input: One selection. Choices: Detractor; Passive; Promoter.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Case Public	This workflow runs only when Case Public matches the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
User Availability	This workflow runs only when User Availability matches the selected value. Input: One selection. Choices: During working hours; Outside working hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Team Availability	This workflow runs only when Team Availability matches the selected value. Input: One selection. Choices: During working hours; Outside working hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Queue Availability	This workflow runs only when Queue Availability matches the selected value. Input: One selection. Choices: During working hours; Outside working hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Customer Roles	This workflow runs only when Customer Roles matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Assets	This workflow runs only when Assets matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Escalation Type	This workflow runs only when Escalation Type matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Company Type	This workflow runs only when Company Type matches the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Company Status	This workflow runs only when Company Status matches the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Contact Type	This workflow runs only when Contact Type matches the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Contact Status	This workflow runs only when Contact Status matches the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Is Holiday	This workflow runs only when Is Holiday matches the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Support Level	This workflow runs only when Support Level matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
To	This workflow runs only when To matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Is Away	This workflow runs only when Is Away matches the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Is Inactive	This workflow runs only when Is Inactive matches the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Published State	This workflow runs only when Published State matches the selected value. Input: One selection. Choices: Internal; External.	Case: all available events; Article: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Forum	This workflow runs only when Forum matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Response Time Less Than	This workflow runs only when Response Time Less Than matches the selected value. Input: One selection. Choices: Expired; 15 minutes; 30 minutes; 1 hour; 2 hours; 3 hours; 4 hours; 5 hours; 6 hours; 7 hours; 8 hours; 9 hours; 10 hours; 11 hours; 12 hours; 18 hours; 24 hours; 48 hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Response Time More Than	This workflow runs only when Response Time More Than matches the selected value. Input: One selection. Choices: Expired; 15 minutes; 30 minutes; 1 hour; 2 hours; 3 hours; 4 hours; 5 hours; 6 hours; 7 hours; 8 hours; 9 hours; 10 hours; 11 hours; 12 hours; 18 hours; 24 hours; 48 hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Modified Last	This workflow runs only when Modified Last matches the selected value. Input: One selection. Choices: 1 hour ago; 2 hours ago; 4 hours ago; 6 hours ago; 8 hours ago; 10 hours ago; 12 hours ago; 16 hours ago; 1 day ago; 2 days ago; 3 days ago; 4 days ago; 5 days ago; 6 days ago; 7 days ago; 8 days ago; 9 days ago; 10 days ago; 11 days ago; 12 days ago; 13 days ago; 14 days ago; 15 days ago; 16 days ago; 17 days ago; 18 days ago; 19 days ago; 20 days ago; 21 days ago; 22 days ago; 23 days ago; 24 days ago; 25 days ago; 26 days ago; 27 days ago; 28 days ago; 29 days ago; 30 days ago; 40 days ago; 50 days ago; 60 days ago; 70 days ago; 80 days ago; 90 days ago.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Created Last	This workflow runs only when Created Last matches the selected value. Input: One selection. Choices: 1 hour ago; 2 hours ago; 4 hours ago; 6 hours ago; 8 hours ago; 10 hours ago; 12 hours ago; 16 hours ago; 1 day ago; 2 days ago; 3 days ago; 4 days ago; 5 days ago; 6 days ago; 7 days ago; 8 days ago; 9 days ago; 10 days ago; 11 days ago; 12 days ago; 13 days ago; 14 days ago; 15 days ago; 16 days ago; 17 days ago; 18 days ago; 19 days ago; 20 days ago; 21 days ago; 22 days ago; 23 days ago; 24 days ago; 25 days ago; 26 days ago; 27 days ago; 28 days ago; 29 days ago; 30 days ago; 40 days ago; 50 days ago; 60 days ago; 70 days ago; 80 days ago; 90 days ago.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Escalated	This workflow runs only when Escalated matches the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Escalated Last	This workflow runs only when Escalated Last matches the selected value. Input: One selection. Choices: 1 hour ago; 2 hours ago; 4 hours ago; 6 hours ago; 8 hours ago; 10 hours ago; 12 hours ago; 16 hours ago; 24 hours ago; 2 days ago; 3 days ago; 4 days ago; 5 days ago; 6 days ago; 7 days ago; 14 days ago; 21 days ago; 30 days ago; 40 days ago; 50 days ago; 60 days ago; 70 days ago; 80 days ago; 90 days ago.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Last Activity Type	This workflow runs only when Last Activity Type matches the selected value. Input: One selection.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
From Domains	This workflow runs only when From Domains matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
From Emails	This workflow runs only when From Emails matches the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.

Conditionals

Setting	What it controls	Availability and verification
Owners (Any)	This workflow can match when Owners (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Team (Any)	This workflow can match when Team (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Queue (Any)	This workflow can match when Queue (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Last Queue (Any)	This workflow can match when Last Queue (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
State (Any)	This workflow can match when State (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Company Is Associated (Any)	This workflow can match when Company Is Associated (Any) meets the selected value. Input: One selection. Choices: Associated; Not associated.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Company (Any)	This workflow can match when Company (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Contact Is Associated (Any)	This workflow can match when Contact Is Associated (Any) meets the selected value. Input: One selection. Choices: Associated; Not associated.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Contact (Any)	This workflow can match when Contact (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Category (Any)	This workflow can match when Category (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Asset Category (Any)	This workflow can match when Asset Category (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Severity (Any)	This workflow can match when Severity (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Issue (Any)	This workflow can match when Issue (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Outcome (Any)	This workflow can match when Outcome (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Community (Any)	This workflow can match when Community (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Activity Count (Any)	This workflow can match when Activity Count (Any) meets the selected value. Input: Tag or value list. Maximum 2000 characters. Spaces separate values.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Tags contain any	This workflow can match when Tags contain any meets the selected value. Input: Tag or value list. Maximum 2000 characters. Spaces separate values.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Activity Types (Any)	This workflow can match when Activity Types (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Activity Subject (Any)	This workflow can match when Activity Subject (Any) meets the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces separate values.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Activity Text (Any)	This workflow can match when Activity Text (Any) meets the selected value. Input: Tag or value list. Maximum 4000 characters. Spaces are permitted inside a value.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
SAT Score (Any)	This workflow can match when SAT Score (Any) meets the selected value. Input: Multiple selections. Choices: Satisfied; Unsatisfied; Neutral.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
NPS Score (Any)	This workflow can match when NPS Score (Any) meets the selected value. Input: Multiple selections. Choices: Detractor; Passive; Promoter.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Case Public (Any)	This workflow can match when Case Public (Any) meets the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Hashtags (Any)	This workflow can match when Hashtags (Any) meets the selected value. Input: Tag or value list. Maximum 500 characters. Spaces separate values.	Case: Hashtag added. Use the editor’s available choices and test a matching and nonmatching record.
User Availability (Any)	This workflow can match when User Availability (Any) meets the selected value. Input: One selection. Choices: During working hours; Outside working hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Team Availability (Any)	This workflow can match when Team Availability (Any) meets the selected value. Input: One selection. Choices: During working hours; Outside working hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Queue Availability (Any)	This workflow can match when Queue Availability (Any) meets the selected value. Input: One selection. Choices: During working hours; Outside working hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Customer Roles (Any)	This workflow can match when Customer Roles (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Assets (Any)	This workflow can match when Assets (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Escalation Type (Any)	This workflow can match when Escalation Type (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Company Type (Any)	This workflow can match when Company Type (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Company Status (Any)	This workflow can match when Company Status (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Contact Type (Any)	This workflow can match when Contact Type (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Contact Status (Any)	This workflow can match when Contact Status (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Is Holiday (Any)	This workflow can match when Is Holiday (Any) meets the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Support Level (Any)	This workflow can match when Support Level (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
To (Any)	This workflow can match when To (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Is Away (Any)	This workflow can match when Is Away (Any) meets the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Is Inactive (Any)	This workflow can match when Is Inactive (Any) meets the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Forum (Any)	This workflow can match when Forum (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Response Time Less Than (Any)	This workflow can match when Response Time Less Than (Any) meets the selected value. Input: One selection. Choices: Expired; 15 minutes; 30 minutes; 45 minutes; 1 hour; 2 hours; 3 hours; 4 hours; 5 hours; 6 hours; 7 hours; 8 hours; 9 hours; 10 hours; 11 hours; 12 hours; 18 hours; 24 hours; 48 hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Response Time More Than (Any)	This workflow can match when Response Time More Than (Any) meets the selected value. Input: One selection. Choices: Expired; 15 minutes; 30 minutes; 45 minutes; 1 hour; 2 hours; 3 hours; 4 hours; 5 hours; 6 hours; 7 hours; 8 hours; 9 hours; 10 hours; 11 hours; 12 hours; 18 hours; 24 hours; 48 hours.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Modified Last (Any)	This workflow can match when Modified Last (Any) meets the selected value. Input: One selection. Choices: 1 hour ago; 2 hours ago; 4 hours ago; 6 hours ago; 8 hours ago; 10 hours ago; 12 hours ago; 16 hours ago; 1 day ago; 2 days ago; 3 days ago; 4 days ago; 5 days ago; 6 days ago; 7 days ago; 8 days ago; 9 days ago; 10 days ago; 11 days ago; 12 days ago; 13 days ago; 14 days ago; 15 days ago; 16 days ago; 17 days ago; 18 days ago; 19 days ago; 20 days ago; 21 days ago; 22 days ago; 23 days ago; 24 days ago; 25 days ago; 26 days ago; 27 days ago; 28 days ago; 29 days ago; 30 days ago; 40 days ago; 50 days ago; 60 days ago; 70 days ago; 80 days ago; 90 days ago.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Created Last (Any)	This workflow can match when Created Last (Any) meets the selected value. Input: One selection. Choices: 1 hour ago; 2 hours ago; 4 hours ago; 6 hours ago; 8 hours ago; 10 hours ago; 12 hours ago; 16 hours ago; 1 day ago; 2 days ago; 3 days ago; 4 days ago; 5 days ago; 6 days ago; 7 days ago; 8 days ago; 9 days ago; 10 days ago; 11 days ago; 12 days ago; 13 days ago; 14 days ago; 15 days ago; 16 days ago; 17 days ago; 18 days ago; 19 days ago; 20 days ago; 21 days ago; 22 days ago; 23 days ago; 24 days ago; 25 days ago; 26 days ago; 27 days ago; 28 days ago; 29 days ago; 30 days ago; 40 days ago; 50 days ago; 60 days ago; 70 days ago; 80 days ago; 90 days ago.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Escalated (Any)	This workflow can match when Escalated (Any) meets the selected value. Input: On/off.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Escalated Last (Any)	This workflow can match when Escalated Last (Any) meets the selected value. Input: One selection. Choices: 1 hour ago; 2 hours ago; 4 hours ago; 6 hours ago; 8 hours ago; 10 hours ago; 12 hours ago; 16 hours ago; 24 hours ago; 2 days ago; 3 days ago; 4 days ago; 5 days ago; 6 days ago; 7 days ago; 14 days ago; 21 days ago; 30 days ago; 40 days ago; 50 days ago; 60 days ago; 70 days ago; 80 days ago; 90 days ago.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
Last Activity Type ID (Any)	This workflow can match when Last Activity Type ID (Any) meets the selected value. Input: Multiple selections.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.
From Emails (Any)	This workflow can match when From Emails (Any) meets the selected value. Input: Tag or value list. Spaces are permitted inside a value.	Case: all available events. Use the editor’s available choices and test a matching and nonmatching record.

Chat timed out: act after unanswered chat becomes follow-up work

Use the Case → Chat timed out event to take the next operational action after an eligible unanswered customer chat has been converted into follow-up case work. For example, give the case a useful subject and send the primary contact an acknowledgement explaining how support will continue. This is a distinct event after timeout routing and transcript work, not a general inactivity schedule and not a promise of email delivery at an exact second.

Requirement or event	What it means for operations
Widget follow-up enabled	In Unanswered-chat follow-up, Create a follow-up ticket after waiting (minutes) must be enabled for a newly admitted waiting episode. Off disables it.
Usable customer identity	A valid contact with a usable email is required for this timeout path. A visitor label alone is not sufficient.
No qualifying human public reply	The first committed public human-agent text reply or qualifying attachment stops the wait timer. Private notes, typing and assignment do not count as that reply.
Chat remains in the waiting episode	Closing the chat or returning it to bot mode cancels that episode.
Deadline expires	The system reuses a linked case or creates a follow-up case, even when Auto-create case is off, and closes the chat with the configured timeout message.
Routing and transcript completion	The Chat timed out event is processed after these stages. Failures can leave completion pending; inspect the result rather than repeatedly forcing a second conversion.
Workflow prerequisites available	The account needs the supported timeout-workflow capability and evaluator. A missing prerequisite can reject the event at save time; have the responsible administrator resolve availability.

Configure a clear follow-up and acknowledgement

Open the intended chat widget configuration. Under Unanswered-chat follow-up, set Create a follow-up ticket after waiting (minutes) to the operational wait your team can explain. Review Timeout message and Follow-up ticket queue (optional).
Choose the queue deliberately. A configured follow-up queue moves the case and clears agent ownership; leaving it blank preserves an existing linked case’s routing. Subsequent authorized ownership changes can supersede the retained handoff.
Open Settings → Configuration → Workflows, choose New workflow or open the intended existing workflow, and choose Case scope with the Chat timed out event. Add conditions that match the intended cases, rather than applying a customer-specific rule indiscriminately.
Add the supported actions needed by the process, such as Change case subject and a customer notification. In the recipient selector, Case contact means the follow-up case’s primary contact, who needs a usable email.
Write an acknowledgement that states the actual next step and agreed service process. Do not promise immediate human review or a resolution deadline the team has not committed to.
Save and test with a fresh, controlled unanswered customer chat and a usable test contact. Verify the case, queue, owner state, timeout message, transcript and workflow outcome. Check the resulting message/delivery evidence separately.

Example acknowledgement content

“Your conversation has been saved as a support request. Our team will continue the investigation there. Please reply to the case with any additional details.” Adapt this to your actual channel, case reference and service commitment; configure the message through the supported workflow action. Conversion alone does not prove that an acknowledgement was sent.

Understand changes to an already waiting chat

The deadline is stored when the waiting episode is admitted. Changing the enabled duration later does not recompute existing deadlines, and automatic reassignment does not restart the timer. Turning the setting Off clears current deadlines. Re-enabling it does not retrospectively arm those old episodes; use a new chat to test the new setting.

The event is not retroactive for historical timeouts, and normal chat closure is not the same trigger. If you need a different operational action for normal closure, use the supported configuration for that separate event rather than expecting Chat timed out to cover it.

Troubleshoot an expected timeout workflow

Symptom	Checks and next action
A waiting chat never converts	Check contact/email, widget setting at admission, current chat/bot/closed state and whether a public agent reply already cleared the deadline.
A private note did not stop the timer	Expected. A private note is not a committed customer-visible human reply.
Changing the duration did not move an existing deadline	Expected. Test the changed setting with a new waiting episode.
The case exists but the workflow is not complete	Inspect routing/transcript completion and the workflow’s pending/failure state. Do not assume clock expiry means all stages already succeeded.
The case moved but has no owner	The optional follow-up queue clears ownership. Check the intended queue intake/assignment process and any later ownership changes.
The customer received no email	Verify a notification action and Case contact recipient, usable email, workflow execution and delivery state. Case conversion alone is not delivery evidence.
The event cannot be saved	Read the explicit availability/validation error and have the responsible administrator resolve the capability prerequisite. Do not choose an unrelated trigger merely to bypass the error.

Continue with chat widget configuration, workflow setup and the B2B chat operations guide.

Was this article helpful?