OpenText Workflow Service - Braze Integration and Automation

Common Integration Use Cases Between OpenText Workflow Service and Braze

1. Case Resolution Triggered Customer Messaging

Data flow: OpenText Workflow Service to Braze

When a customer service case reaches a defined milestone in OpenText Workflow Service, Braze can automatically send a personalized status update, resolution notice, or next-step message. This is useful for support, claims, onboarding, or service request processes where customers need timely communication without manual follow-up.

• Reduces inbound ?status check? inquiries
• Improves customer transparency and satisfaction
• Ensures consistent messaging across channels such as email, SMS, or in-app notifications

2. Workflow-Driven Onboarding Journeys

Data flow: OpenText Workflow Service to Braze

OpenText Workflow Service can manage internal onboarding tasks for new customers, members, or employees, while Braze delivers the external engagement journey. For example, once onboarding documents are approved and the account is activated, Braze can launch a welcome sequence, product education series, or activation reminders based on workflow completion.

• Aligns operational onboarding with customer-facing communication
• Improves time-to-value for new users
• Supports segmented, event-based messaging tied to real process milestones

3. Escalation and Re-Engagement for Stalled Processes

Data flow: OpenText Workflow Service to Braze

If a workflow remains inactive beyond a threshold, such as an incomplete application, pending approval, or abandoned service request, OpenText Workflow Service can trigger Braze to send reminder messages or re-engagement campaigns. This is especially valuable in financial services, insurance, healthcare, and subscription businesses where process abandonment affects revenue and conversion.

• Reduces drop-off in critical business processes
• Automates follow-up without manual intervention
• Improves conversion and completion rates

4. Customer Preference and Consent Updates Feeding Workflow Controls

Data flow: Braze to OpenText Workflow Service

When customers update communication preferences, opt-in status, or channel consent in Braze, those changes can be sent to OpenText Workflow Service to update downstream workflow rules and compliance checks. This helps ensure that operational processes respect customer communication preferences and regulatory requirements.

• Supports privacy and consent governance
• Prevents non-compliant outreach
• Keeps workflow routing aligned with current customer preferences

5. Personalized Offers After Service Events

Data flow: OpenText Workflow Service to Braze

After a service case is closed, a claim is approved, or a request is fulfilled, OpenText Workflow Service can pass the outcome to Braze to trigger a relevant follow-up campaign. Examples include renewal offers, cross-sell recommendations, satisfaction surveys, or educational content based on the completed interaction.

• Turns operational events into revenue or retention opportunities
• Improves relevance of post-service communication
• Creates a more connected customer experience

6. Customer Response Data Initiating Internal Workflows

Data flow: Braze to OpenText Workflow Service

Responses captured in Braze, such as survey feedback, complaint submissions, click behavior, or high-risk engagement signals, can initiate workflows in OpenText Workflow Service. For example, a negative survey response can automatically create a case, route it to the correct team, and start an escalation workflow.

• Speeds up response to customer sentiment and issues
• Connects marketing engagement data to operational action
• Improves service recovery and retention

7. Cross-Team Campaign Approval and Content Governance

Data flow: Bi-directional

OpenText Workflow Service can manage approval workflows for campaign content, legal review, and compliance sign-off before Braze sends customer communications. Once approved, Braze receives the final content and audience instructions. If changes are needed or a campaign is paused, Braze can send status updates back into the workflow for tracking and auditability.

• Improves governance for regulated communications
• Provides audit trails for approvals and releases
• Coordinates marketing, legal, compliance, and operations teams

8. Event-Based Lifecycle Management Across Customer Journeys

Data flow: Bi-directional

OpenText Workflow Service can orchestrate internal lifecycle events such as account opening, document verification, case closure, or renewal processing, while Braze handles the customer-facing journey at each stage. Braze engagement data, such as opens, clicks, and conversions, can feed back into OpenText Workflow Service to influence next steps, prioritization, or escalation.

• Creates a closed-loop operational and engagement model
• Improves journey orchestration across departments
• Enables more responsive, data-driven customer experiences