{
  "id": "workflow:email-support-workflow",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-channels.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Email Support Workflow",
    "workflowKind": "operational",
    "triggerType": "continuous",
    "typicalCadence": "daily",
    "complexity": "single-team",
    "description": "Manages the email support channel from receipt through resolution —\nenforcing response time SLAs tiered by customer segment and issue severity,\nmaintaining and versioning email template libraries with personalization\ntokens and usage analytics, implementing auto-classification to route\nemails to specialized queues based on content analysis, defining escalation\ntriggers for emails approaching SLA breach including automatic reassignment\nand manager notification, managing multi-reply thread continuity so context\nis preserved across agent shifts, tracking resolution completeness through\nfollow-up rates and re-open frequencies, analyzing email volume patterns to\npredict staffing needs, and monitoring customer effort scores specific to\nemail interactions. Produces email SLA compliance dashboards, template\nutilization reports, and channel-specific CSAT analytics. Excludes live\nchat and phone channel management.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:email-support-workflow",
      "to": "role:planner",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:email-support-workflow",
      "to": "role:technical-writer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:email-support-workflow",
      "to": "role:data-analyst",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:email-support-workflow",
      "to": "skill-area:customer-success",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:email-support-workflow",
      "to": "skill-area:data-analytics",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:email-support-workflow",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:email-support-workflow",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:email-support-workflow",
      "to": "responsibility:slo-definition",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:email-support-workflow",
      "to": "responsibility:data-quality-monitoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:email-support-workflow",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": [
    {
      "from": "tool:nylas",
      "to": "workflow:email-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Email APIs are direct projection points for shared-inbox, ticket, and support workflows."
      }
    },
    {
      "from": "tool-server:mcp-nylas-candidate",
      "to": "workflow:email-support-workflow",
      "kind": "supports_work",
      "attributes": {
        "confidence": "high",
        "evidence": "Inbox and email event access would support support workflow automation."
      }
    }
  ]
}