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The Trigger or Schedule Workflow tool allows Neo Agent to trigger other configured workflows immediately or schedule them to run at a specific future date and time. It can also schedule the current workflow to re-run itself later.

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What It Does

When enabled, the agent can:
  • Analyze the ticket and determine if another workflow should be triggered
  • Trigger any of the configured workflows immediately
  • Schedule a workflow (including itself) to run at a future date and time
  • Chain workflows together for complex, time-sensitive automation
Use custom instructions to specify WHEN and WHICH workflow(s) to trigger or schedule. Example: “If the ticket mentions employee termination, immediately trigger the Access Removal workflow and schedule the Account Deletion workflow for 30 days after the last day.”

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How to Use

  1. Enable the tool and select which workflows can be triggered or scheduled
  2. Provide custom instructions on when to trigger or schedule each workflow
  3. Keep the allowlist focused on workflows you’re comfortable being triggered automatically

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Example Instructions

Trigger the "User Onboarding" workflow when tickets mention:
- New employee setup
- New hire
- Account creation needed

When processing an employee termination:
1. Trigger the "Access Removal" workflow immediately
2. Schedule the "Account Cleanup" workflow to run on
   the employee's last day
3. Schedule the "Mailbox Archive" workflow to run
   30 days after the last day

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Triggering Immediately vs. Scheduling

The tool supports two modes based on the situation:

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Immediate Trigger

When the agent determines a workflow should run right now, it triggers it immediately for the current ticket. You can configure whether the agent should wait for the triggered workflow to complete before continuing.

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Scheduled Execution

When an action needs to happen in the future, the agent schedules the workflow to run at a specific date and time. This creates a Scheduled Work entry that you can view and manage from your dashboard.
When scheduling for the future, the agent can schedule any workflow in the allowlist or the current workflow itself. Self-scheduling is useful when the agent needs to re-process the same ticket later (e.g., check back in a week to verify a fix).

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What Gets Scheduled

When the agent schedules work for the future, it creates an entry with:
FieldDescription
WorkflowThe workflow to execute
Scheduled ForWhen to run (must be in the future)
TicketThe current ticket for context
InstructionsAdditional guidance for the scheduled run
All scheduled work appears in the Scheduled Work section of your dashboard where you can view, reschedule, or cancel pending entries.

Scheduled Work Dashboard

Learn more about managing scheduled work from the dashboard

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Example Scenarios

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Offboarding with Delayed Actions

An agent processing a termination ticket on March 1st for an employee whose last day is March 15th: 
Agent actions:
1. Immediately: Trigger "Remove Sensitive Access" workflow
2. Immediately: Add internal note documenting the offboarding plan
3. Schedule for March 15th: Run "Disable Account" workflow
4. Schedule for April 15th: Run "Delete Account" workflow

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Follow-Up Verification

After resolving a recurring issue: 
Agent actions:
1. Immediately: Apply the fix and close the ticket
2. Schedule for 7 days later: Re-run the current workflow
   to check if the issue recurred

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Conditional Workflow Chaining

An agent determines the ticket needs specialized handling: 
Agent actions:
1. Analyze the ticket content
2. If it mentions mailbox permissions → Trigger "Mailbox Access Review"
3. If it mentions new hire starting next month →
   Schedule "User Onboarding" for the start date

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Requirements

The tool can only trigger or schedule workflows that are:
  • Enabled — Disabled workflows cannot be triggered or scheduled
  • Triggered type — Only event-triggered workflows support this
When scheduling, the time must be in the future. The agent cannot schedule work for a time that has already passed.

Scheduled Work

View and manage all scheduled work from the dashboard

Add Internal Note

Document trigger or scheduling decisions in the ticket