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Last Updated: 2026-04-03
Friday, 3rd April

Friday, 3rd April

Workflow Routing

With this release, Workday introduces Workflow Routing, an intelligent routing engine that helps users identify and access the correct contract intake forms through the Ask AI interface.
Business Benefits
Workflow Routing enables end-users to quickly identify the relevant intake form by using AI to guide them through a simple, step-by-step conversation. This removes the guesswork for your team and prevents the re-work loop where requests get rejected and restarted weeks later because the wrong form was chosen.
Changes
Automation Tab
: We add a new
Routing Table
 subtab under the
Automation
 tab where users with the
Workflow Builder: Manage
role can define routing rules.
Ask AI
  • The Ask AI interface now includes a
    Workflow Routing
     option to initiate guided requests.
  • Ask AI generates up to 5 initial questions derived from the
    Routing Table
     instructions to begin the discovery process.
  • Once identified, Ask AI displays the workflow name as a clickable link that takes the user directly to the intake form with the workflow pre-selected.
Note: The routing engine utilizes
Workflow Access Control
 Lists to ensure users are only suggested workflows they have permission to access.
What Do I Need to Do?
Routing Configuration
Prerequisites
The user must have
Workflow Builder: Manage
 role.
Steps
  1. Navigate to the
    Routing Table
     subtab under the
    Automation
     tab.
  2. Click
    Create New Route
     and select a published workflow in the
    Route Name
     field.
  3. Enter detailed
    Route Instructions
     to help the AI distinguish this workflow from others. Use natural language to define when a user should use this route (Example: "Use this route when a user wants to request a hardware upgrade").
  4. Navigate to the
    General Routing
    sub-tab to configure a
    General Routing
     Instructions welcome message or a
    Fallback Response
     for when Ask AI doesn’t find a match.
  5. Enable the
    Activate Routing for All Users t
    oggle to launch the Workflow Routing feature within the Ask AI interface for all end-users.
Workflow Selection (end-users)
Prerequisites
  • Ask AI must be enabled for your workspace.
  • End-users must have
    Ticket Access
    role.
  • The toggle
    Activate Routing for All Users
    must be enabled for at least 1 workflow routing.
Steps
  1. Access
    Ask AI
    and select the
    Workflow Routing
    option to initiate the request and get routed to the correct workflow.
  2. Ask AI will then dynamically generate and display up to 5 initial questions to help with the selection process. Note: These questions are derived directly from the instructions defined in the
    Routing Table
    .
  3. As the end-user interacts, Ask AI will ask targeted follow-up questions based on previous responses to narrow down the workflow.
  4. Once the correct workflow is identified, Ask AI presents the workflow name as a clickable link, which brings the end-user directly to the intake form.
What happens if I do nothing?
If you don’t configure the
Routing Table
, users will continue to manually select intake forms from the library without AI-guided recommendations, and Ask AI won’t provide workflow suggestions.