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Platform · Workflows

When this happens,Tore does that.

Set a rule once and the repetitive parts of support run themselves: tag it, route it, assign it, notify someone, escalate it or reply. Every run is recorded, so you always know what fired and why.

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app.tore.ai/beacon-data/workflows
Example data

Example: a workflow called Escalate export bugs builds itself. When a bug report arrives, if it is tagged export, Tore assigns it to Sarah and posts in the Slack channel support-escalations; otherwise it sends the saved reply about export limits. The workflow is switched on, a bug report from Maya arrives, the matching steps light up, and the run is recorded with each step it took.

The busywork runs itself.Your team does the rest.

Sorting, tagging, nudging and the same reply for the fortieth time. Set it up once and stop thinking about it.

The repetitive parts run themselves

Tagging, routing, assigning and nudging happen the moment something arrives.

sorting every new ticket by hand

See why anything happened

Every run is recorded with the trigger, the checks and each action it took.

guessing which rule moved a ticket

The common answer goes out once

Reply with something you have already written when a question matches.

retyping the same answer forty times

Tore fits your process

Add custom fields and ticket types, and use them in any workflow.

squeezing an account ID into the subject line

Pick a trigger, add actions,switch it on.

Triggers

Starts the moment something happens.

A workflow listens for the events Tore already tracks, from a new conversation to a handoff, a bug report or a finished investigation. Narrow it down by product, channel, tag or priority.

  • Triggers on the events Tore publishes, the same ones your webhooks receive
  • Conditions on product, channel, tag, priority and your own fields
  • One workflow per job, so each stays easy to read
new workflow · choose a trigger
Example data
When a conversation…
Support
A conversation startsconversation.created
The AI hands it to a personconversation.handed_over
A ticket is createdticket.created
Capture & fix
A bug report arrivesbug_report.created
An investigation finishesinvestigation.completed

Actions

Tag, route, notify, escalate, reply.

Stack as many actions as the job needs. Assign the right person, tell the right channel, raise the priority, or answer with a reply you have already written.

  • Actions across conversations, tags, assignment and notifications
  • Saved replies for the answers you give constantly
  • Notify a person, a team or a Slack channel
workflow · After handoff
Example data
Add tagneeds-human
1
Route to teamTier 2 · round robin
2
Escalatepriority to urgent if the customer asked twice
3
Send saved reply"A person is on it"
4
Saved reply · A person is on itThanks, {first_name}. Sarah from our team has your conversation and will reply here shortly. Everything you've told us so far is with her.

Run history

Every run recorded.

Open any run and see what triggered it, which checks passed, and what it did. When a ticket lands somewhere unexpected, the answer is one click away.

  • The trigger, each check and each action, in order
  • Runs that didn't match are recorded too, with the reason
Escalate export bugs · runs
Example data
TCK-491 · Export stops at 1,000 rowsmatched
TCK-488 · Where is the export button?else branch
TCK-486 · Dark mode resets after reloadnot matched

Why TCK-486 didn't match

  • trigger: bug report from the widget
  • condition: tag is export (tags were ui, settings)
  • no actions taken

Custom fields and ticket types

Shaped like your process.

Add the fields your team actually needs and the ticket types you already talk in. Agents fill them in once, and workflows, routing and reports can all use them.

  • Your own ticket types, each with its own fields
  • Use any field as a workflow condition
TCK-491 · details
Example data
BugQuestionFeature requestData import+ Add type
Productbeacon-app
PriorityHigh
Account IDNW-20417
App version2.4.1
EnvironmentProduction
Rows affected1,000+
Used by: Escalate export bugs, Production first
0lines of code to build a workflow
5kinds of action: tag, route, notify, escalate, reply
1recorded run every time it fires, with the reason
2ways to act on an event: a workflow, or a webhook to your code

Keep exploring.

SupportRouting and response targetsThe right person gets it, and you hear before a promise breaks.See how → SupportSaved repliesThe answers you give constantly, written once.See how → PlatformAPI and webhooksWhen a workflow isn't enough, the same events reach your code.See how →

Write the rule once.Never do that job again.

Start a trial and build your first workflow in a few minutes. Every run is recorded from the first one.

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