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This page is for existing workflow-builder auto-resolve flows.
Replace existing auto-resolve workflows over time. Native Auto-resolve uses substring matching, so use it only for narrow phrases, senders, or subjects that always need no action. Use an AI Agent example whenever the surrounding conversation can change the decision. Follow the migration guide, then turn off the overlapping workflow once the replacement is proven. Create an AI Agent, and open Workflows only during migration or for necessary maintenance.

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When to keep the workflow during migration

Keep the workflow active while you prove its replacement when:
  • it already resolves the right tickets
  • the conditions are fixed and easy to audit
  • the flow does not need semantic matching
  • the replacement is still being tested in a controlled scope
If the flow needs to understand message meaning, branch by topic, or explain why it resolved a ticket, move it to an AI Agent. Once the replacement is proven, turn off the workflow for the same tickets before expanding the rollout.

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Maintenance checklist

1

Review the trigger

Confirm the trigger event still matches the tickets the flow should evaluate.
2

Check filters

Keep filters exact and narrow. Avoid using workflow branches to approximate customer intent.
3

Review actions

Confirm the flow adds the expected tag or note before resolving the ticket.
4

Test before changing

Use realistic tickets that should and should not be resolved.

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Watch the walkthrough

Watch the legacy auto-resolve workflow guide