Automate calls, chat and everyday business processes with a visual, low-code builder. No developers required, deployed and configured by eComms.
Every after-hours call that reaches a generic voicemail, every follow-up that relies on someone remembering to send an email, every appointment booking that goes through a staff member who could be doing something else: these are tasks that can run automatically, without anyone building a custom software integration.
Mitel Workflow Studio is a visual, drag-and-drop automation builder built into the Mitel platform. You describe the workflow you want, connect the steps, and the system runs it. No coding experience required. For more complex or high-volume deployments, eComms designs and deploys the workflows for you.
The most effective way to understand the platform is through what it actually does. Here are four workflows that businesses commonly build with Workflow Studio:
Who It Suits: Any business that currently relies on basic voicemail after hours.
When a call comes in outside business hours, the system answers, transcribes the message, and automatically sends an SMS and email to the right team member with the recording attached. No missed call goes without a response.
The system answers calls, understands what the caller wants in natural language, and routes to the right person or team without a numbered menu. Callers say what they need rather than navigating options.
Who It Suits: Businesses replacing a traditional IVR menu (press 1 for sales, press 2 for support).
Booking requests by phone, chat or web are captured and confirmed automatically, with the booking logged in the calendar or CRM without staff involvement.
Who It Suits: Clinics, trades, service businesses, and any team handling a high volume of scheduled appointments.
When a specific event occurs, such as a customer escalation, a system alert, or a ticket threshold being reached, Workflow Studio triggers an action automatically: a Teams message, an SMS, an email, or a CRM ticket update.
Who It Suits: Businesses running dispersed teams, field operations, or ticket-based support.
Answers to common questions about our managed phone systems, connectivity solutions, carrier network, and ongoing support services.
Mitel Workflow Studio is a visual, low-code automation tool built into the Mitel platform. It lets businesses automate calls, messages, and everyday business processes using a drag-and-drop builder, without writing custom code or integrating a separate system. Common automations include after-hours call handling, AI-powered auto attendants, appointment scheduling, and system alert triggers. It works alongside other Mitel products and connects to third-party platforms including Microsoft, Google and Salesforce.
No. The drag-and-drop visual builder is designed for business and IT staff without coding backgrounds. For straightforward workflows, most teams can build and adjust automations without technical assistance. For more complex deployments, such as multi-step workflows with CRM integration or high call volumes, eComms designs and deploys the workflows as part of the managed service. The goal is that your team can make day-to-day adjustments without raising a development ticket.
Yes. Workflow Studio connects to major AI providers, allowing AI-powered responses, summaries and routing to be incorporated into workflows. The specific AI model used in a workflow can be chosen based on your business's existing provider preferences. For contact-centre-specific AI features including AI-assisted agent responses and automated call summaries, see Mitel CX at /voice/customer-experience/mitel-cx/.
Yes. Workflow Studio is included with Mitel Software Assurance or a current Mitel subscription, with a monthly automation interaction allowance included as standard. Additional capacity is available if your workflow volumes exceed the included allowance. Contact eComms at /contact-us/ for current details on the monthly allowance and any additional usage rates, as these are updated between Mitel releases.
A generic demo of an automation platform rarely shows the thing that would actually save your team time. eComms builds Workflow Studio demos around a process specific to your business, whether that is after-hours call handling, appointment booking, or a CRM alert workflow. The demo takes less than an hour and is available with next-day turnaround.
Email our CX team: sales@ecomms.com.au