Workflows

Workflows let you automate multi-step processes in Remark. A workflow starts from a trigger, passes data through connected steps, and records each run so your team can review what happened. Use workflows when a process needs more structure than a single action. For example, a workflow can prepare data, call an integration action, branch around missing context, or reuse another published workflow.

Workflows appear only for workspaces where the feature is enabled. Available steps and integration actions depend on the integrations connected to your workspace.

Workflow list

Open Workflows in the Dashboard to view existing workflows. From the list, you can:

Search by workflow name
Filter by Draft, Published, or Disabled
Create a workflow
Edit a workflow
View workflow runs
Duplicate a workflow
Delete a workflow, which archives it and removes it from the list

Each workflow also shows whether it has run before. Published workflows show the most recent published run when available.

Create a workflow

Open Workflows.
Select Add workflow.
Enter a name.
Add one or more triggers to the Start node.
Add steps from the step panel and connect them in the order they should run.
Configure each step’s inputs, conditions, mocks, and outputs as needed.
Test the workflow with mock input.
Publish the workflow when it is ready to run from its configured triggers.

The editor autosaves draft changes. Publishing promotes the latest saved draft so it can be used by live triggers. If Ask Remark is available in your workspace, it can also build and test a workflow in the editor. It asks for your approval before each change to the draft.

Workflow statuses

Status	Meaning
Draft	The workflow has not been published, or it was unpublished back to draft.
Published	The workflow can run from its configured triggers.
Disabled	The workflow remains published, but triggers are paused until it is resumed.
Archived	The workflow is read-only and no longer active.

In the editor, open More actions to find Pause runs, Resume runs, Duplicate workflow, and Archive workflow. Use Pause runs to stop triggers from firing for a published workflow. Use Resume runs to allow triggers to fire again. Draft and archived workflows cannot be paused or resumed. If another workflow uses this workflow as a sub-workflow, remove it from that workflow before you delete or archive it.

Triggers

Triggers define when a workflow starts. Configure triggers from the Start node.

Trigger type	Use it for
Event	Run when something happens in Remark: Smart Tag Applied (see Smart tags), Conversation Started, Conversation Reopened, Conversation Closed, Escalated to Human, Escalation Failed, No Experts Available, Customer Idle Warning, Expert Idle Warning, Product Recommended, Message Sent, or Internal Note Added.
AI	Let the AI assistant invoke the workflow during a chat when the trigger instructions match the shopper request.
HTTP	Start a published workflow from an external system with a POST request.

Each trigger can include:

A name
Optional conditions that decide whether the workflow should run
Input mapping that transforms trigger data into the workflow input
Trigger-specific configuration, such as the selected event or the AI trigger’s settings

A workflow can have one AI trigger and one trigger per event. AI triggers have two settings:

Instructions tell the AI when to run the workflow and what to put in the input.
Input shape defines the fields the AI supplies. Map them into the workflow input with data.input.

When the AI runs the workflow during a chat, the trigger data also includes conversationId and conversationExternalId, the conversation’s ID in your helpdesk after it syncs there. When the AI calls the workflow in Playground, Remark skips the run. HTTP triggers use the endpoint shown in the trigger panel:

curl -X POST 'https://api.remark.ai/api/v1/workflow/<workflowId>/execution' \
  -H 'Authorization: Bearer <VendorApiKey>' \
  -H 'Content-Type: application/json' \
  -d '{}'

The vendor API key must include the Triggers workflows permission. Personal API keys can’t trigger workflows. The JSON body is available as data in the trigger’s input mapping. When the request starts a run, the response includes the run’s id, status, and created time. If the trigger’s conditions don’t match, the endpoint returns 200 with {"skipped": true, "reason": "..."} and creates no run.

Steps

Steps are the work a workflow performs after it starts. Add steps from the Steps panel, then connect them on the canvas. Available steps can include:

Group	Steps	What they do
Built-in	HTTP, Transform	HTTP sends an HTTPS `GET`, `POST`, `PUT`, `DELETE`, or `PATCH` request and returns the response status, a success flag, and the response body parsed from JSON or XML. Transform converts workflow data into a new shape with a JSONata expression.
LLM	Generate text, Generate JSON, Evaluate	Generate text or structured JSON from a prompt. Evaluate answers questions about data by choosing an option, rating it on a scale, or estimating how likely something is.
Code	Run JavaScript	Runs JavaScript in an isolated sandbox and returns its result.
Remark	Wake up agent, Create signed file url, and workflow-supported Remark actions	Wake up agent has the conversation’s AI agent take a turn with context you provide. Create signed file url creates short-lived links to private chat files.
Shipments	Track shipments	Looks up status, estimated delivery, and tracking history for each package.
Workflows	Each published workflow	Runs another published workflow as a sub-workflow.
Each connected integration	Workflow-supported actions	Runs that integration’s actions. Some integrations also add their own steps.

Some workspaces can also have browser-session steps for conversation-specific workflows. Use those only when the workflow is explicitly designed around an active shopper conversation. Add notes with Add note in the canvas toolbar. Notes never run. A workflow’s output is the output of its final step. When a workflow ends in more than one step, its output is a list with a { stepKey, output } entry for each final step that ran. A parent workflow reads a sub-workflow’s output from the sub-workflow step’s output.

Step configuration

Most runnable steps have the same configuration concepts:

Section	Use it for
Notes	Document what the step is meant to do.
Conditions	Run the step only when specific data is present or a rule is true.
Inputs	Build the data passed into the step.
Outputs	Describe or configure the data the step returns.
Mocks	Provide sample output for safe test runs.

The Start node can also define the workflow input shape and mock input. Use these fields to make tests realistic before the workflow is published.

Test and run

Use Test to run the latest draft with the Start node’s mock input. Most steps return their mock output instead of running, so a test has no real side effects. Transform and Evaluate steps, and HTTP steps that send GET requests, run for real. Test runs are useful for checking input mapping, step order, conditions, and expected outputs. Use Run to run the published workflow with real side effects. A workflow must be published before it can run. Test and Run share a button that repeats the mode you used last. Open its menu to switch modes. Publish, Test, and Run stay blocked until you fix the errors highlighted on the canvas, such as a step missing a required input.

Runs

Open the Runs tab to review workflow executions. Runs can have these statuses:

Status	Meaning
Pending	The run has been created and is waiting to start.
Running	The workflow is currently executing.
Completed	The workflow finished successfully.
Failed	The workflow stopped because a trigger, input, or step failed.
Cancelled	The run was cancelled before completion.

The run detail view shows the trigger type, trigger data, workflow input, workflow output, duration, errors, and per-step results. Select a step in a run to inspect its input, output, status, duration, error message, and retry attempts when available. Each run shows how it started: AI, Event, HTTP, Manual (the Run control), Test, or Workflow (a parent workflow). Steps can be Pending, Running, Waiting, Completed, Failed, Skipped, or Cancelled. Select Stop run to cancel a pending or running run. Select Run again to start a new run with the same input. A test run repeats as a test of the latest draft. Any other run repeats as a real run of the published workflow, with real side effects.

Troubleshooting

A workflow did not run

Check that the workflow is published, not disabled, and has at least one trigger configured. If the trigger has conditions, confirm the trigger data satisfies those conditions.

An HTTP trigger returns an error

Confirm the request uses POST, sends Authorization: Bearer <VendorApiKey>, and uses a vendor API key with Triggers workflows permission. The workflow must be published, not paused, and have exactly one HTTP trigger. If the body doesn’t match the workflow’s input shape, the endpoint returns 400 with the validation message.

A run failed

Open the run detail and inspect the failed step. Check the step input, output, error message, and any trigger data shown on the Start node. For integration actions, also confirm the connected integration is healthy and the action supports workflows.

A step did not run

If a step is skipped, review its condition and the outputs from earlier steps. Notes are canvas-only and never appear as executed steps.

Use Intents when the AI needs a customer-facing playbook for a shopper scenario.
Use Actions to understand the single-step capabilities that intents and workflows can call.
Use Inbox to review the conversations that can trigger AI or event-driven workflows.
Use Playground to test AI behavior before relying on it in live conversations.
Use Custom Integrations when a workflow depends on external commerce, support, sizing, or order data.

Getting Started

Guides

Dashboard

API

Integrations

Workflow list

Create a workflow

Workflow statuses

Triggers

Steps

Step configuration

Test and run

Runs

Troubleshooting

A workflow did not run

An HTTP trigger returns an error

A run failed

A step did not run

​Workflow list

​Create a workflow

​Workflow statuses

​Triggers

​Steps

​Step configuration

​Test and run

​Runs

​Troubleshooting

​A workflow did not run

​An HTTP trigger returns an error

​A run failed

​A step did not run

​Related pages

Workflow list

Create a workflow

Workflow statuses

Triggers

Steps

Step configuration

Test and run

Runs

Troubleshooting

A workflow did not run

An HTTP trigger returns an error

A run failed

A step did not run

Related pages