Products · Mitel

Mitel Workflow Studio

With Mitel Workflow Studio, you build automated workflows for calls, chat, SMS and cases without programming, and connect your PBX to your other systems. We took part in Mitel’s pilot and help you get started.

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About Mitel Workflow Studio

No-code automation on top of the PBX you already have

Workflow Studio is Mitel’s web-based tool for workflows that run when something happens: a call comes in, a message is left or a case is created in another system. Workflows are built with drag and drop, often from a template, and according to Mitel they can use generative AI from OpenAI, Google and Anthropic.

It was launched in November 2025 and, according to Mitel, works stand-alone with Mitel PBXs, including MX-ONE, MiVoice Business, OpenScape Voice and OpenScape 4000. With OpenScape and MiVoice 5000, it can also be connected to Mitel CX. It replaces Mitel Voice Assist.

We took part in Mitel’s pilot for Workflow Studio, with OpenScape Voice, so we know how workflows are built in practice, what they require and where the limits lie. We explain how to choose and measure a first workflow in the guide Automate with Mitel Workflow Studio.

Last updated 14 October 2026.

At a glance

Drag-and-drop workflows, no code
Voice, chat, SMS, email and WhatsApp
AI switchboard, transcription, summaries and translation
Ready-made connectors for Microsoft 365, Salesforce, Jira and Slack, among others
Stand-alone with your PBX or together with Mitel CX
Runs in CloudLink, Mitel’s cloud service

How we help you

What we do with Mitel Workflow Studio

Ideas and assessment

We find the workflows that deliver the most value and check your PBX, version and licence.

Prerequisites

CloudLink Gateway on the PBX, an account in Mitel’s administration portal and a review of data and AI services.

Pilot

One well-defined workflow, measured before and after, with a fallback to a person. The assessment and the pilot are tailored to you.

Workflows

We build the workflows for you or with you, based on Mitel’s templates.

Integration

Connections to CRM, case management systems, Microsoft 365 and SMS services, and custom connections via API.

Lifecycle management

Monitoring of runs and quotas, changes and documentation, so that you can manage it yourselves.

Use cases

How Mitel Workflow Studio is used

Voicemail to text

A message is transcribed and becomes a case in the support tool. According to Mitel, a hospital group in Belgium does this with its MX-ONE.

AI switchboard

Callers say what they need, and the workflow understands the request, answers common questions and routes the rest to the right place.

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.

Escalation in field service

A fault report goes to technicians and supervisors, and is escalated to a backup if nobody acknowledges it.

The right person, straight away

The caller is recognised in the CRM and put through to the right person, and gets an SMS when the case is registered.

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.

Works with

According to Mitel: MiVoice MX-ONE, MiVoice Business, MiVoice 5000 and MiVoice Office 400
OpenScape Voice, OpenScape 4000 and OpenScape Business
Mitel CX
Microsoft 365, Google, Salesforce, Jira, Slack and Twilio
Language models from OpenAI, Google and Anthropic, according to Mitel
Your own systems via webhooks and API

What we review first

PBX and version on Mitel’s list
CloudLink Gateway on the PBX for voice workflows
Licence and quota for the number of runs
Which data goes to the cloud and to the AI service
Data processing agreement (DPA) and information for callers
A measurable first workflow

How we work

From the first conversation to day-to-day operations

01

Discovery

We review how you work today, which systems you have and what you want to achieve.

02

Proposal

You receive a concrete proposal covering technology, timeline and cost, and we explain our choices.

03

Implementation

We install, integrate and test, and we train your users and administrators.

04

Operations and support

After go-live, we stay with you for support, updates and further development.

Common questions

Frequently asked questions about Mitel Workflow Studio

Do we need to know how to program?

No. Workflows are built with drag and drop, from triggers, activities and templates. Custom connections can be made with webhooks and APIs.

Does it work with our PBX?

Mitel lists MX-ONE, MiVoice Business, MiVoice 5000 and OpenScape Voice, 4000 and Business, among others. Voice workflows require CloudLink Gateway on the PBX, and we check your version.

Do we need Mitel CX?

No. Workflow Studio can run stand-alone with your PBX or together with Mitel CX.

Where does it run, and where is the data sent?

In CloudLink, Mitel’s cloud service, where European accounts are hosted in Frankfurt or Ireland. Your PBX can stay where it is. If a workflow uses an AI service, data is also sent there, and we go through this before the pilot.

Do we have to use AI?

No. Many workflows, such as SMS confirmations, escalations and cases, need no AI. When AI is needed, Mitel says that language models from OpenAI, Google or Anthropic can be used.

How is it licensed?

There are licence tiers with a quota for the number of runs per period. We work out the terms for your particular solution together with Mitel.

We use Voice Assist today. What happens?

Mitel is phasing out Voice Assist and replacing it with Workflow Studio. We help you move your workflows.

What is Workflow Studio similar to?

It is a visual workflow tool in the same spirit as n8n, but with ready-made connections to Mitel PBXs, Mitel CX and telephony events.

Can staff use the workflows without a screen?

Yes. With a button on Mitel’s H60 AI DECT wireless headset, staff can reach voice assistants built in Workflow Studio, for example to check a stock level or reach a colleague. We sell the headset.

Let’s talk about your communications

Tell us where you stand today with your PBX, Teams or contact centre, and we will come back to you with a proposal. It costs nothing to ask.