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Workflows
Build multi-step operational workflows directly on top of your data. Embed approvals, route work to the right operator, and let agents take routine steps with audit applied to every action.
From onboarding to refund approvals, Workflows guide operators through each step, with the right data and the right actions in place.
Step-by-step guidance
Each workflow defines the steps and the order. Operators see exactly what to do next.
Agent steps inline
An agent can take a step (draft, summarise, classify, decide on routine cases) inside the same workflow as a human.
Approvals built in
Add an approval step anywhere in the flow. Two-person, manager sign-off, or role-based, configurable per step.
Escalations to the right team
Routing rules send the case to a different inbox, a different team, or a manager when the situation requires it.
Cross-team handoffs
Workflows can span ops, compliance, support, and engineering, with the case context carried through.
Audit on every step
Every transition, action, decision, and approval is recorded at the record level. The workflow history is part of the case.
Built for cross-team ops
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Cross-team handoffs
Workflows move cases between ops, compliance, support, and engineering with the context carried through.
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Onboarding new operators
Workflow steps double as a checklist. New team members see exactly what to do, in the order it needs to happen.
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Audit on every step
Every transition, action, decision, and approval is recorded on the case. The trail is part of the workflow, not bolted on.
Vendor agnostic
Frequently asked questions
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What is a workflow in Forest?
A workflow is a multi-step process defined in the backoffice. It runs on live data, can include agent steps and approvals, and is fully audited.
Can we mix human and agent steps?
Yes. A workflow can include any sequence of agent and human steps. The same case moves between them, with full audit on every transition.
Can workflows call external systems?
Yes. Steps can call any external API: PSPs, KYC providers, detection engines, messaging tools. The call is logged with the case.
Can workflows route across teams?
Yes. A workflow can move a case from one team's inbox to another, with the context carried through. Routing rules are configurable per step.
How do approvals work?
Approval steps are configured per workflow. Two-person review, manager sign-off, and role-based approvals are supported. Approvals are part of the case record.
