> For the complete documentation index, see [llms.txt](https://docs.ebbot.ai/ebbot-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ebbot.ai/ebbot-docs/core-capabilities/automations/understanding-workflows.md).

# Understanding Workflows

A **workflow** (also called a "flow") is an automated sequence of actions triggered by specific events. Workflows enable you to connect different services and automate business processes visually.

## Key concepts of Workflows <a href="#key-concepts" id="key-concepts"></a>

**Workflow components:**

* **Triggers**: Events that start a workflow. These are provided by your connected **Integrations** (e.g., "New ticket created" from Zendesk).
* **Actions**: Tasks performed during the workflow, also provided by **Integrations** (e.g., "Post draft", "Tag ticket").
* **Logic nodes**: Platform-native nodes for control flow and decision-making (Conditions, LLM processing).
* **Connections**: Visual links between nodes that define the execution path.

**Example workflow:**

<figure><img src="/files/ge0TIQvLbeuUPVrmUvw8" alt=""><figcaption></figcaption></figure>

```
Trigger: Ticket created
  ↓
Action: Fetch ticket details (based on ticket ID from Trigger)
  ↓
LLM Node: Draft AI response (based on ticket details from previous Action)
  ↓
Action: Send AI response in ticket (output from the LLM node)
```

## Workflow execution <a href="#workflow-execution" id="workflow-execution"></a>

Workflows execute **asynchronously** when triggered:

1. An event occurs (trigger fires)
2. The workflow starts executing
3. Nodes execute in the defined sequence
4. Each node's output becomes available to subsequent nodes
5. The workflow completes with a success or failure state
6. Execution data is tracked and displayed in the Dashboard

## Workflow initiation <a href="#workflow-initiation" id="workflow-initiation"></a>

How a workflow starts running is entirely dictated by the **Triggers** provided by your installed **Integrations**.

The platform is designed to be agnostic: it simply listens for signals from integrations to begin execution. Depending on which integrations you use, your workflows can be initiated in several ways:

* **Reactive (event-based)**: Most common in ticketing systems. Integration triggers fire based on external events like a "New Ticket Created" or "Email Received."
* **Scheduled**: Provided by integrations like **Core utilities**. These triggers use cron expressions to start workflows at specific times (e.g., "Every morning at 8:00 AM").
* **On-demand (manual/API)**: Some integrations project manual trigger endpoints, allowing you to start a workflow via a webhook or a specific URL call with parameters.

By installing different integrations, you expand the ways your system can react and automate.