November 26, 2025

[EARLY ACCESS] Flow Automations

Flow Automations is currently in early access. Contact your Customer Success Manager to request participation in the early access program. Some features may not be available or change before the full release. Please report any bugs you encounter.

This release introduces a new, visual approach to building automated flows across your Emplifi environment. Currently, Flow Automations are available only for Community and Care.

Overview

Flow Automations provides a flexible canvas that allows you to define how processes should run from start to finish. Using a combination of trigger, condition, and action nodes, you can:

• Automate repetitive or event-driven tasks.

• Route content and actions based on logic you define.

• Build flows that support multiple outcomes through branching.

• Maintain clear, visual representations of your automation logic.

What Is a Flow?

You can think of a flow as a flowchart which directs content that triggers the flow to the specific outcomes you defined. Each flow consists of the nodes and edges (lines) that connect the nodes together.

Node Types

There are three node types that form the foundation of every flow:

• Trigger nodes – specify the event that initiates the flow, such as content changes or user actions.

• Condition nodes – introduce logic and branching, enabling flows to adapt to different scenarios.

• Action nodes – define the operations that the flow performs once initiated.

Edge Types

Flow progression is controlled through edges, which determine how nodes connect and how the flow executes:

• Base edges – create the primary, sequential path between nodes.

• Branch edges – define conditional paths that run when specific criteria are met.

• Else branch edges – provide an alternative path when a condition node does not trigger.

New Actions and Conditions

Alongside the announcement of Early Access, we also have some additional updates to share. The following actions and conditions are now available for you to add to your flows:

For Community

• Community Number of Followers on X Condition

• Community Message Length Condition

For Care

• Care Change Salesforce Status Action

• Care Escalated to Salesforce Condition

• Care Escalated to Agent Condition

• Care Assigned SLA Policy Condition

Learn more:
Flow Automations [Early Access]

Care

Unassign Cases from Agents Automatically

You can now configure Care to automatically unassign cases from agents when the agents' status changes to “Away” or “Offline”.

This helps you ensure that cases continue to be handled by Care agents who are currently available, preventing delays in processing the cases, and helps avoid extra work of unassigning cases manually.

Learn more:
Automatically Unassign Cases in Care

Listening

Support for TikTok

Our Listening solution now supports TikTok!

We collect @mentions of your TikTok accounts in other TikTok users' posts.

Learn more:
Listening Data Sources and Covered Content
Downloading and Processing Listening Data

Facebook 10-second Video Views Metric Deprecation Announcement

As per Meta’s announcement, all paid and organic 10s video metrics and their variants for Facebook are deprecated effective January 26, 2026.

Meta’s decision impacts all partners that rely on the affected APIs, including Emplifi and all our competitors.

General Impact

Meta will stop sending data for the affected metrics, and all places where the deprecated metrics are used in analytics will stop updating data for those metrics.

Replacement Metrics

Meta has not announced replacements for the deprecated metrics.

Full Impact Statement

See Facebook Metric Deprecation (January 2026).

[REMINDER] Facebook Impressions and Page Fans Metrics Deprecated

As per Meta’s announcement, Page impressions, Post impressions, and Page fans metrics for Facebook are deprecated effective November 15, 2025.

https://vimeo.com/1127701574/6668d95dd6

Learn more:
Facebook Metric Deprecation (November 2025)