Overview

Workflows are powerful automation tools in the Thena Platform that enable you to create, manage, and execute complex business processes across various applications. They serve as the foundation for automating repetitive tasks, ensuring consistency, and improving operational efficiency.

Understanding workflows

Core purpose

A centralized system for automating business processes, managing event-driven operations, and orchestrating activities across the platform. Workflows serve as the backbone for all automation needs.

Key features

• Event-driven automation
• Complex conditional logic
• Multi-step processes
• Error handling and compensation

Integration capabilities

• Cross-app automation
• Custom activity support
• API-first architecture

Workflows form the automation engine of the Thena Platform, connecting various components like tickets, teams, accounts, and other platform features into cohesive automated processes.

Core capabilities

Event processing

• Event registration
• Trigger conditions
• Event filtering
• Real-time processing

Activity management

• System activities
• Custom activities
• Activity chaining
• Error handling
• Compensation logic

Standard components

All workflow components can be customized and extended based on your business requirements through the API.

Events

Type	Description	Examples
System Events	Platform-generated events	• Ticket comment updated (`ticket:comment:updated`): Triggered when a comment is updated, contains previous and new content • Ticket archived (`ticket:archived`): Triggered when a ticket is moved to archived status • Ticket escalated (`ticket:escalated`): Triggered when a ticket is escalated
Integration Events	Events from integrated apps	• Slack message (`slack:message`): Triggered when a message is sent in a channel • Slack channel created (`slack:channel:created`): Triggered when a new channel is created
Timer Events	Schedule-based events	• Daily report generation (`schedule:daily`) • Weekly cleanup (`schedule:weekly`) • Custom intervals (`cron:custom`)

Activities

Type	Description	Examples
System Activities	Built-in platform activities	• Create account (`accounts:create-account-platform`): Creates new account with name and domain • Sleep (`workflows:sleep-platform`): Pauses execution for specified duration • Update ticket (`tickets:update-ticket-platform`): Updates ticket information
Integration Activities	Activities for external services	• Slack postMessage (`slack.postMessage-YKGGEBQJ10VM380KWBSKVYP875AJQ-EUUV8TTGY1`): Sends messages to Slack channels
Data Activities	Data manipulation activities	• Get comment threads (`communications:get-comment-threads-platform`): Retrieves threaded comments for specific IDs

Associated components

Events & Triggers

Event processing system:

Event registration
Trigger conditions
Event filtering

Learn more about Events & Triggers →

Activities

Activity management:

System activities
Custom activities
Activity configuration
Error handling

Learn more about Activities →

Execution

Execution management:

Workflow execution
State management
Monitoring
Error handling

Learn more about Execution →

Workflow structure

The platform enforces workflow execution rules:

Sequential activity execution
Automatic compensation on failure
Error handling at each step
State management throughout execution

API examples

Create a workflow

curl -X POST https://api.thena.ai/v1/workflows \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "High Priority Ticket Handler",
    "trigger": {
      "event": "ticket:created",
      "conditions": {
        "priority": "high"
      }
    },
    "activities": [
      {
        "name": "notify_team",
        "params": {
          "channel": "slack",
          "message": "New high priority ticket created"
        }
      },
      {
        "name": "assign_agent",
        "params": {
          "team": "support"
        }
      }
    ]
  }'

List workflows

curl -X GET https://api.thena.ai/v1/workflows \
  -H "Authorization: Bearer YOUR_API_KEY"

Best practices

Design principles

Keep workflows focused and single-purpose
Implement proper error handling
Use appropriate compensation strategies
Monitor workflow performance

Security

Follow least privilege principle
Secure sensitive data
Audit workflow executions

Maintenance

Document workflow purposes
Monitor execution metrics
Regular performance reviews
Update workflows as needed

Next steps

Events & Triggers

Learn how to work with events and create triggers for your workflows.

Activities

Understand how to create and manage workflow activities.

Introduction

Core concepts

Apps framework

Platform events

Understanding workflows

Core purpose

Key features

Integration capabilities

Core capabilities

Event processing

Activity management

Standard components

Events

Activities

Associated components

Workflow structure

API examples

Create a workflow

List workflows

Best practices

Next steps

Events & Triggers

Activities

​Understanding workflows

Core purpose

Key features

Integration capabilities

​Core capabilities

Event processing

Activity management

​Standard components

​Events

​Activities

​Associated components

​Workflow structure

​API examples

​Create a workflow

​List workflows

​Best practices

​Next steps

Events & Triggers

Activities

Understanding workflows

Core capabilities

Standard components

Events

Activities

Associated components

Workflow structure

API examples

Create a workflow

List workflows

Best practices

Next steps