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Workflow Builder lets you automate subscription and order work inside Firmhouse. Start from a ready-made template when the outcome is common, or describe what you need and let Oppy prepare an editable draft. Workflow Builder is currently in preview. Contact Firmhouse support to enable it for your project. You can use Oppy to create and edit workflow drafts on Advanced if you have permission to edit workflows. You do not need an Agent seat. On other plans, the Oppy area shows “You don’t have access to Oppy yet” and asks you to contact Firmhouse support to get access. You can still create workflows from ready-made templates, edit them manually, publish, enable or disable them, review run history, and retry runs if you have the required permissions. Published workflows keep running if your plan changes or an Agent seat is removed. Losing access to Oppy prevents further requests to create or edit drafts with Oppy.

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Create a workflow

  1. Open Workflows from the Firmhouse sidebar.
  2. Click New workflow.
  3. Choose a template from Grow, Retain, or Operate, or enter a free-form description for Oppy on Advanced.
  4. Review the draft steps, inputs, and trigger.
  5. Test the workflow with representative data before publishing it.
  6. Publish and enable the workflow when the result is correct.
Choosing a template creates a draft immediately. A free-form description starts an Oppy conversation so you can refine the workflow before publishing it.

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Find and review workflows

The workflow overview shows each workflow’s trigger, status, run count, and latest update. Use search to find a workflow by name or description, and filter the list by active, draft, or inactive status. Open a workflow to review its current draft, published version, and run history. A published workflow does not run until it is enabled.

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Use promotional offers in workflows

Workflow Builder can issue a configured promotional offer and pass the returned customer link into a notification. This is useful for retention and loyalty flows where each customer needs a unique, trackable offer link. Create the offer definition under Offers before building the workflow. createPromotionalOffer returns a plain acceptUrl. In the following notification step, pipe it through ssc_hotlink so the customer can open it without first logging in:
Firmhouse reuses the original issued offer when the same idempotency key is retried. See Promotional offers for eligibility, benefits, Customer Portal placement, and acceptance behavior.

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Troubleshooting

  • If Workflows is missing from the sidebar, ask Firmhouse to enable Workflow Builder for your project.
  • If Oppy shows “You don’t have access to Oppy yet”, contact Firmhouse support to get access. Assigning an Agent seat does not change the plan requirement for Oppy in Workflow Builder. If Oppy says you need permission to edit workflows, ask a project manager for editing access.
  • If a template does not fit, edit it manually. On Advanced with workflow editing permission, you can also start with a free-form description and tell Oppy the trigger, conditions, and intended action.
  • If a workflow is not running, confirm that it is both published and enabled, then review its run history.
  • If an offer action is unavailable, confirm that the project has Workflow Builder enabled and that an eligible offer definition exists.