Service & Operations
Feeds & Cases
Track activity feeds and manage cases end-to-end.
Feeds is Amantra’s unified inbox for business events, cases, and actions. It aggregates items from across your automations and external systems into a single, organized view — so nothing falls through the cracks.
What Are Feeds?
Feeds is where work surfaces for human attention. When an automation reaches a decision point that requires human judgment, it creates a Case in Feeds and waits for a response.
Think of Feeds as your team’s shared work inbox — but powered by AI, so items are pre-classified, enriched with context, and ready for action.
Feed Items
Cases
A Case represents a business situation that needs tracking and resolution. Cases can be:
Created by a workflow (e.g., a flagged invoice for review)
Created by an external system via webhook
Created manually by a user
Triggered by an AI agent that needs human guidance
Actions
Actions are specific tasks that need to be completed as part of a case — for example, “Approve this invoice” or “Verify customer identity”.
Assertions
Assertions are automated checks that validate data before a workflow proceeds — for example, “Verify that the invoice amount matches the PO”.
Key Features
Unified View — See all cases and actions in one place
Priority Sorting — High-priority items surfaced automatically
AI Enrichment — Cases come pre-populated with relevant context
Action Buttons — One-click approve/reject/escalate from the feed
Comments & Collaboration — Add notes, tag colleagues
Audit Trail — Full history of who did what and when
Advanced Query — Filter and search across all case data
In This Section
Cases — Track and resolve business situations
Actions — Complete workflow-assigned tasks
Assertions — Automated validation checks
Cases
A Case in Amantra represents a trackable business situation — something that needs to be monitored, worked on, and resolved.
Case Examples
Finance — Invoice flagged for duplicate payment check
HR — Employee termination request awaiting approval
IT — New equipment request pending manager sign-off
Customer Service — Complex customer complaint requiring investigation
Operations — Data discrepancy requiring manual review
Actions
Actions are specific tasks that need to be completed — either as part of a case or as standalone work items assigned to a user by an automation.
What Is an Action?
When a workflow reaches a step that requires human input — like “approve this invoice” or “verify this customer’s identity” — it creates an Action and pauses. The workflow resumes only after the action is completed.
My Actions
Go to Feeds → Actions to see all actions assigned to you or your team.
Each action shows:
Title — What needs to be done
Due Date — When it must be completed
Priority — Urgency
Related Case — The case this action belongs to
Status — Pending, In Progress, Completed, Overdue
Completing an Action
Click the action to open it.
Review the context and any relevant data.
Make your decision or perform the required task.
Click the appropriate outcome button (e.g., Approve, Reject, Escalate, Complete).
The workflow that created the action immediately resumes with your response.
Action Outcomes
Actions can have multiple possible outcomes configured by the workflow designer:
Approve / Reject
Confirm / Cancel
Pass / Fail
Custom labels defined by the workflow
Deadlines and Escalation
Actions have configurable deadlines. If an action is not completed by its deadline:
The assignee receives a reminder notification
If still not completed, the action can be automatically escalated to a manager
The workflow can be configured to take a default action (e.g., auto-reject) if no response is received within a timeout
How Actions Are Created From Workflows
When a workflow designer adds a Form Activity to a Synapse workflow and assigns it to a user or group, that form appears as an Action in the assigned user’s Feeds. The workflow pauses until the user opens the action, fills in the form, and submits it. The submitted data flows back into the workflow as variables for downstream activities. Assignment types available in Form Activities include Manual (specific user), Self-Service (first member of a group to claim it), Reports To (manager of a selected user), and Value-Based (dynamically determined from workflow data at runtime).
Group Assignment and Self-Service
When an action is assigned to a group using Self-Service assignment, all group members see the action in their Feeds simultaneously. The moment one member opens and submits it, the action is automatically removed from all other members’ feeds, preventing duplicate processing of the same action.
Deadline & Escalation
The workflow designer can configure a timeout path in the Synapse designer — for example, a Switch activity checks whether the action was completed or timed out and routes accordingly, enabling automatic escalation or default responses without manual intervention.
