Features · Workflow Engine

Workflow Engine

Purpose-built for the human side of every case — approvals, escalations, task assignments, and SLA tracking.

When a customer submits a service request, an employee files an expense claim, a partner raises an issue, or any application form is submitted — the Workflow Engine starts automatically. No configuration required to get human workflows running. Work is routed to the right person, deadlines are tracked, approvals are collected, and escalations fire if anyone goes quiet.

If you want to go further, configure the AI Execution Engine on top. It will autonomously handle steps it can resolve without human involvement — validating data, calling APIs, evaluating rules — and hand off to the Workflow Engine only when a human decision is genuinely needed. Without AI configured, the Workflow Engine handles everything through people. With AI configured, humans only see what requires them.

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TRIGGER — ALWAYS 📋 Form / Application Submitted No AI configured AI Execution Engine configured MODE 1 Workflow Engine — Human Only 📨 Route to right team / person Based on form type, department, or rules ✅ Approval & sign-off Single or multi-level, sequential or parallel ⏱ SLA tracking & reminders Deadline clock starts on assignment 🚨 Auto-escalation Escalates up the chain if no action taken 📁 Audit trail Every action, decision, and timestamp logged ✓ Case resolved by human team · outcome logged MODE 2 — OPTIONAL Workflow + AI Execution Engine ⚡ AI Execution Engine runs first Validates data · calls APIs · applies rules Resolves autonomous steps without human touch 🤝 Hands off to Workflow Engine Only when human judgment is genuinely needed ✅ Approval with full AI context AI recommendation + extracted data shown to approver ⏱ SLA tracking & escalation Same workflow rules apply on human steps ⚡ AI Execution Engine resumes Completes remaining steps autonomously ✓ Case closed · customer notified · fully logged Workflow Engine always runs. AI Execution Engine is an optional layer configured per workflow type.
Starts on Every Submission
The moment any form or application is submitted — service request, expense claim, purchase requisition, leave application, partner invoice — the Workflow Engine starts automatically. No manual handoff, no trigger configuration required. Work moves the instant it arrives.
Intelligent Routing
Each submission is routed to the right person or team based on the form type, department, value thresholds, location, or any field in the form. Routing rules are configured without code — change them any time without touching the application.
Approvals & Sign-Off
Configure single or multi-level approval chains — sequential (manager then finance) or parallel (both simultaneously). Approvers receive tasks with full submission context and can approve, reject, or request more information directly from the notification or portal.
SLA Tracking & Deadlines
Every task in the workflow has a deadline. The SLA clock starts the moment a task is assigned. Reminders go out before the deadline. If no action is taken, the system escalates automatically — so human steps never become the silent bottleneck in a process.
Auto-Escalation
Define escalation chains by role, tier, or time elapsed. If a reviewer doesn't act within the SLA window, the task escalates to their manager with the full context passed up. Every escalation is logged, timestamped, and visible to operations teams in the dashboard.
Task Assignment & Delegation
Assigned users can delegate tasks to a colleague, reassign to another team, or request more information before acting. Every hand-off is tracked. Nobody can claim they didn't receive it, didn't know the deadline, or didn't have the context to decide.
Conditional Branching
The path a workflow takes depends on the decisions made and the data in the submission. Approve a low-value request and it closes automatically. Reject it and a different set of steps fires — notify the submitter, request revision, or route for review. Rules are configured, not coded.
AI Layer — Optional Enhancement
Configure the AI Execution Engine on any workflow to handle steps autonomously — validating form data, calling external APIs, checking eligibility rules, or scoring risk — before routing to a human. Without AI configured, the Workflow Engine handles everything through people. With AI, humans only see what genuinely needs them.
Audit Trail & Compliance
Every submission, routing decision, approval, rejection, delegation, escalation, and outcome is logged with full timestamps and user attribution. Immutable audit records that satisfy compliance requirements in regulated industries — available for export at any time.