Automate with Mitel Workflow Studio

How a flow works

A flow in Mitel Workflow Studio starts with a trigger: an event in a Mitel system, such as a call or a voicemail message, or an event in another system. Flows can also start from chat, email, SMS and webhooks.

After the trigger, you add activities on a canvas: send an SMS, create a case, query an AI service, call back or escalate. Mitel’s templates can be copied as a starting point. Every run is logged, so errors can be traced directly in the tool, and according to Mitel, changes can be made without downtime.

Eight example flows

Flow	How it works	Source
Voicemail to text	The message is transcribed and becomes a ticket in the support tool. A hospital group in Belgium does this with its MX-ONE.	Mitel example
AI switchboard	Callers say what they need. The flow answers common questions and routes the rest to the right place.	Mitel example
Escalation in field service	A fault report goes to technicians and supervisors with a checklist, and is escalated if nobody acknowledges it.	Mitel example
In-store voice assistant	Staff press a button on their headset and ask for stock levels or a colleague, without a screen.	Mitel example
The right person, straight away	The caller is recognised in the CRM system and routed to the right person, and gets an SMS when the case is registered.	Mitel example
Hotel guest request	A request logged by a staff member creates tasks for housekeeping, maintenance and reception.	Mitel example, requires Mitel CX
Missed call becomes a case	An unanswered call in a queue creates a case, and the caller gets an SMS saying that you will call back.	Our example
Out-of-hours on-call rota	An alarm or call after closing time goes through the on-call rota in order and is escalated if nobody answers.	Our example

How to set up a pilot

• Choose a flow for one number, queue or department. It should be measurable and, to begin with, ideally work without sensitive personal data.
• Measure your baseline for two to four weeks: number of calls, missed calls, answer time and after-call work time.
• Check the prerequisites: your PBX and version are on Mitel’s list, CloudLink Gateway is installed for voice flows, the account is set up in Mitel’s administration and licensing is clear.
• Review data and rules: what goes to Mitel’s cloud service and to the AI service, data processing agreements and information for callers.
• Build from a template and test on a test number.
• Go live on a limited scale for four to eight weeks, with a fallback route to a human.
• Review the runs and compare them with the baseline.
• Decide whether to expand, change or end the flow, and document it so that you can maintain it yourselves.

The assessment and pilot are tailored to you.

Where your data ends up

Workflow Studio runs in CloudLink, Mitel’s cloud service, where European accounts are hosted in Frankfurt or Ireland. Your PBX can stay on your premises. If a flow uses an AI service, data goes there too, so that review is done before the pilot, not after.

Last updated 14 October 2026.