Start here
Fast paths to the most common setup and day‑to‑day tasks.
System of Engagement
connections
Create and manage CRM connections used by integrations and automation.
Looking for API documentation?
The Connect API provides real-time messaging and agent state endpoints.
Security
User access, authentication, and API security configuration.
Integrations & connections
Connect external systems, configure providers, and understand OpenConnect flows.
Platform reference
Configuration, APIs, and reference material for deeper integrations.
What is PopFlow?
PopFlow is a visual workflow automation engine built into the OpenMethods platform.
Visual Workflow Designer
core
Build automation workflows using a drag-and-drop canvas. Connect activities, define conditions, and
create complex business logic without writing code. The visual approach makes it easy to understand,
modify, and maintain your automation flows.
Real-time Execution
Workflows execute in real-time within your CRM environment. Actions trigger instantly based on agent
interactions, customer data changes, or scheduled events. Debug and test workflows live to ensure they
work exactly as expected.
Available Activities
Drag-and-drop building blocks for automating your CRM workflows.
If/Else Conditions
logic
Branch your workflow based on conditions. For example, route a call differently if the customer is VIP,
or show different information based on ticket priority.
Switch
logic
Handle multiple cases at once. Route workflows based on ticket type (billing, support, sales) or
customer region without nesting multiple if/else blocks.
Set Value
logic
Store and manipulate data during workflow execution. Save API responses, calculate values, or prepare
data for later steps in your automation.
Point and Select Search
agent assist
Present agents with a searchable data grid to find and select records. Configure columns, enable
multi-select, and let agents quickly locate the right customer or ticket.
Dynamic UI
agent assist
Display custom dialogs, forms, or confirmation screens to agents. Collect input, show contextual
information, or guide agents through complex processes with interactive modals.
Notification
agent assist
Show alerts and messages to agents during their workflow. Notify about important customer details,
warnings, or confirmation of completed actions.
Zendesk Search
zendesk
Search for users or tickets in Zendesk by email, phone, organization, status, or tags. Find matching
records to display to agents or use in subsequent automation steps.
Zendesk Ticket
zendesk
Create new tickets or update existing ones. Set assignee, add comments, update status and priority,
apply tags, or modify custom fields—all automatically.
Oracle Workspace
oracle
Interact with Oracle Service Cloud records. Open contacts, incidents, or tasks, populate fields, and
respond to workspace events like record saves or data loading.
Oracle Fusion Screen Pop
oracle
Open Oracle Fusion CX records directly from your workflow. Pop service requests, cases, contacts,
accounts, leads, or opportunities with pre-populated field values.
Oracle Run Report
oracle
Execute Oracle reports and use the results in your workflow. Filter report data and branch logic based
on whether you found a single match, multiple matches, or no results.
Network Request
integration
Call external APIs and web services. Make HTTP requests to your backend systems, third-party services,
or internal tools to fetch or send data as part of your automation.
Run JavaScript
advanced
Execute custom JavaScript code for complex transformations or logic that goes beyond built-in
activities. Parse data, perform calculations, or integrate custom business rules.
Data Table
agent assist
Display interactive data tables with action buttons. Present multiple records to agents with sorting,
filtering, and the ability to take actions on selected rows.
Logging
debugging
Add debug logging to your workflows. Track variable values, execution paths, and troubleshoot issues
during development or when investigating production problems.
PopFlow use cases
Common automation patterns and workflows powered by PopFlow.
Screen Pops
agent assist
Automatically display relevant customer information when calls arrive. Search across multiple systems,
match caller data, and present a unified view to agents instantly.
Ticket Automation
productivity
Create, update, and route tickets automatically based on interaction data. Apply tags, set priorities,
assign to groups, and add notes without manual agent intervention.
Data Synchronization
integration
Keep customer records in sync across CRM, ticketing, and backend systems. Trigger updates when data
changes and ensure consistency across your technology stack.
Wrap-up Automation
agent assist
Streamline post-call work with automated disposition codes, call summaries, and follow-up task creation.
Reduce after-call work time and improve data quality.
Report Generation
analytics
Run reports automatically and surface insights to agents. Query Oracle, Zendesk, or custom data sources
to provide real-time context during customer interactions.
Multi-system Orchestration
advanced
Coordinate actions across multiple platforms in a single workflow. Chain activities together to create
complex automations that span your entire technology ecosystem.
Changelog
Recent updates and improvements to the OpenMethods platform.
Latest Release
Updated regularly
- Enhanced PopFlow workflow designer with new activity types
- Improved integration connection management and error handling
- Updated documentation with inline guides (no external KB links)
- Performance optimizations for large workflow canvases
- Bug fixes and stability improvements across all modules
Stay updated
Check the dashboard home page for release announcements and important updates.