Most of an ISP's day is follow-up: remind, check again, tell the customer, tell the technician. Workflows is where you write that follow-up down once. It is new and in beta: the building blocks are in place and tested on real routers, and we are still adding triggers and steps from what operators ask for.
What can start a workflow
An event in the panel: a ticket opened or answered, an invoice issued, overdue or paid, a payment failed, a service added or changed, a prepaid period ending, a visit booked or done, a lead created, a reseller wallet running low, stock of an item running low, a premise becoming ready, a monitoring alert, a router or a customer going offline.
A point in time: a number of days before an invoice is due, hours before a visit, a share of the monthly data limit used. Or a schedule that runs for each customer, service, invoice or ticket that matches your conditions. Or a start by hand from a customer or ticket page, or a signed webhook from another system.
What a workflow can do
Reach people: email, SMS, WhatsApp and app push to the customer, a message to their reseller, a notification to a person or a staff group, a post to your alert channel. Customer messages respect quiet hours, marketing opt-outs and a limit on how many automated messages one customer gets.
Change things: tag, assign, answer and close tickets; send an invoice or a reminder, charge the saved card, add a charge or a credit; change a plan, pause, resume or refresh a service, extend prepaid time; block a customer or give a grace period; open and resolve outages; schedule a visit; update a lead.
Decide and wait: conditions on live data, a switch on a value, a wait for a length of time, a wait until something happens (the invoice is paid, the customer answers) with a branch for when it does not, an approval by a person, a loop over a customer's services or invoices, and a call to any other system over HTTP.
Built so it does not surprise you
Publishing freezes a version. Runs keep the version they started on, and an older version can be brought back as a draft. Every run is kept with each step, what it did and why it stopped, and can be replayed on the canvas.
A step that cannot do its job says so: a router that does not answer a disconnect is reported as a failure, not as done, and the step can retry or continue on its "failed" branch. Archived customers are left alone. A workflow that starts far more runs than expected is paused and the office is told.
AI steps
Three steps use AI: decide (yes or no, or one of your options, with a confidence you can require), extract (a date, an amount, a name from a message) and write (a reply drafted from the conversation and the customer's account). A built-in model handles decisions; writing uses the Anthropic or OpenAI account you connect, and the run shows what each AI step cost.
