How to Build and Manage Workflows for Chat Conversations
Workflows help automate responses and actions in conversations by defining structured, trigger-based processes. They streamline interactions by guiding users through predefined paths, ensuring consistent and efficient communication while enhancing the overall chat experience.
Creating a new workflow
Follow the steps below to create a workflow for chat automation:
-
Navigate to Admin > Chat > Chat Automation > Workflows.
-
You will find a list of available workflow triggers. For more details, read this article on Workflow triggers.
-
Select the desired workflow trigger and click Add Workflow.
-
Provide the required details to create the workflow. They include:
- Workflow name – Provide a descriptive name that reflects the workflow’s purpose (e.g., “Auto-Assign Chats”).
- Brand – Choose the brand to specify which brand’s conversations this workflow should apply to.
- Source – Define the communication channel where the workflow will be executed. This can include live chat, WhatsApp, SMS, or other supported platforms.
- Conditions – Configure conditions that must be met for the workflow to execute. You can add multiple conditions and specify if all or at least one of them should be met. The workflow executes primarily based on the selected brand and chat source.
Note:
You can define additional conditions to refine the execution criteria further, such as:
- Agent availability – Execute the workflow only if no agent is assigned to the chat.
- Chat status – Trigger actions when a chat is in a specific state, such as open, hold, or closed.
- Click Next to proceed and begin designing the workflow block.
Note: For workflows intended for multiple use cases, configure them as “Reusable Workflows” to enhance efficiency. This feature allows workflows to be reused across various scenarios, reducing redundancy.
Activating a workflow
Before you can publish or activate a workflow, make sure all paths are complete. Any open-ended paths must be closed using Exit blocks. A workflow with incomplete paths can’t be published.
Publishing a workflow
Once you’ve added all the required blocks in the workflow designer, click the Publish button. This makes the workflow active and ready for use.
Note: Once published, the workflow will be listed under the Inactive tab.
Publishing and activating a workflow
Just like in the step above on publishing a workflow, add all the necessary blocks to your workflow in the workflow designer. Then, click the Publish and Activate button to enable the workflow.
Note: Once published, the workflow will be listed under the Active tab.
Different ways to exit a workflow
You can exit a workflow in different ways using the following blocks:
- End & start another workflow: Use this to stop the current workflow and immediately start a different one.
- Calling another workflow (Reusable workflow): This option transfers execution to a reusable, predefined workflow.
- End & transfer to AI: Use this to hand over the conversation to an AI assistant.
- End current workflow: This ends the workflow so a human agent can take over the conversation.
For more details, read this article.
Workflow states and use cases
Workflows can have different states based on their configuration and activation status. These states define how a workflow operates within the system.
| Workflow state | Description | When to use |
|---|---|---|
| Active | Fully configured and running. It executes automatically when trigger conditions are met. | Use when the workflow is ready for automation and needs to run in real-time. |
| Draft | Still being configured and not yet active. It won’t execute until finalized and activated. | Use when creating or updating a workflow before activation. |
| Inactive | Previously active but currently disabled. It remains stored but does not execute unless reactivated. | Use when a workflow is temporarily not needed but may be required later. |
Switching between workflow states
Managing workflow states gives you control over when and how automation runs. You can edit, activate, deactivate, or delete workflows as needed.
Follow the steps below to manage workflow states:
Editing a workflow
You can edit a workflow at any time, regardless of its current state.
-
Go to the workflow list.
-
Click the Edit icon in the row of the workflow you want to modify.
Note: For more details, refer to the Workflow Edit Guide.
Activating a workflow
You can activate workflows that are in Draft or Inactive state.
- Click More Options (three-dot menu) next to the workflow.
- Select Activate, Once activated, the workflow will run automatically when its trigger conditions are met.
Deactivating an active workflow
You can deactivate workflows that are currently Active.
- Click More Options next to the active workflow.
- Select Deactivate.
Note: The workflow will stop running for new conversations but will continue in any ongoing ones where it is already active. You can reactivate it at any time by following the activation steps.
Deleting a workflow
Deleting a workflow will permanently remove it from your workspace.
- Click More Options next to the workflow you want to delete.
- Select Delete.
Note: If the workflow is currently active in any conversations, it will stop immediately.
Order of workflow execution
When multiple workflows are configured with the same brand and source, they are evaluated one after another. The first workflow that satisfies the defined conditions will be executed.
Reordering workflows
Proper workflow ordering ensures that the most critical workflows execute first, avoiding conflicts in automation.
- Active workflows can be reordered to control execution priority.
- To change the execution order, click and drag the Six Dots icon to reposition the workflow.
- The topmost workflow in the Active tab takes priority when multiple workflows match the same conditions.
Restrict customer and agent messaging during workflow execution
To control messaging during workflow execution, use the Manage Inputs block in the Workflow Designer:
- Open the Context menu.
- Select Actions > Manage Inputs to add and configure the block.
This block allows you to enable or disable customer and agent interactions at specific workflow stages. This ensures a structured conversation flow, preventing disruptions and maintaining control over interactions.
Note: Once the workflow reaches an Exit block, messaging will automatically be re-enabled if it was previously disabled.
