Configuring Task Flow Automation in Bitrix24
Flows work, tasks are distributed—but manually controlling deadlines, escalations, and reassignments is beyond the manager's capacity. A task sits in the flow for a third day, the executor got sick, and the task creator is unaware. Flow automation removes manual control: rules respond to events, tasks escalate when overdue, SLA is tracked automatically.
Automation Rules in Flows
Flow automation is built on rules: condition → action. Rules trigger on events within the flow:
- Task enters the flow → assign executor + set deadline.
- Task not taken in N hours → notify flow manager.
- Task overdue → change priority to "Critical" + notify task creator.
- Executor rejected task → return to queue for reassignment.
Rules are configured in flow properties. Each rule has a condition (trigger + filter) and action (notification, field change, reassignment).
SLA Inside Flows
SLA (Service Level Agreement)—target task processing time. For flows, SLA is set with two parameters:
- Response time—maximum time from task arrival to work start (status change to "In Progress").
- Execution time—maximum time from work start to closure.
Example SLA for a "Support" flow:
| Priority | Response Time | Execution Time |
|---|---|---|
| Critical | 30 minutes | 4 hours |
| High | 2 hours | 8 hours |
| Normal | 4 hours | 24 hours |
Automation by SLA: if a "Critical" priority task is not taken within 30 minutes—notify flow manager. If not closed within 4 hours—escalate to the next level.
Escalation and Reassignment
When an executor cannot meet the deadline, automation takes over:
- First level—notify executor: "Task #{ID} approaches deadline, 2 hours remaining".
- Second level—notify flow manager when SLA is violated.
- Third level—automatic reassignment to another flow participant (if executor doesn't respond).
Reassignment follows the same distribution rules as initial assignment: round-robin or by workload, but excluding the current executor.
Rule Conditions
Rules support filtering by task fields:
- Priority—different automation for critical and normal tasks.
- Tags—tasks with "VIP-client" tag are processed faster.
- Custom fields—any UF-field of the task.
- Time in status—task is in "In Progress" status for more than 8 hours.
Condition combination: task with "Critical" priority + "VIP" tag + queue time > 15 minutes → immediate notification to manager + assignment to the most available employee.
What We Configure
- Automation rules for each flow
- SLA by task priorities
- Escalation chains: notification → reassignment → escalation to management
- Trigger conditions: by priority, tags, time in status
- Notifications: in Bitrix24, email, messengers
- Testing: running tasks through the flow, verifying rule execution