How to Build and Manage Workflows for Chat Conversations

Updated: Apr 30, 2025

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

Navigate to Admin > Chat > Automation > Workflows
You will find a list of available workflow triggers. For more details, see Workflow Triggers.
Select the desired workflow trigger and click Add Workflow
Provide the required details to create the workflow:
- 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. However, 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

In the workflow designer, add all the necessary blocks to your workflow. Now, locate the Activate button to enable the workflow.
Before activation, ensure all paths are properly exited from the workflow. Open-ended paths must be resolved, as incomplete workflows cannot be activated.
Existing workflows are configured using Exit blocks.

Different Ways to Exit a Workflow

A workflow path can be exited using any of the following blocks:

End & Start Another Workflow
- Calling another workflow (Reusable Workflow): Transfers execution to a predefined reusable workflow.
End & Transfer to AI
- Transferring the conversation to AI: Hands over the conversation to an AI assistant.
End Current Workflow
- Ending the workflow for agent takeover: Completes the workflow, allowing a human agent to continue.

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 while 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 allows better control over automation, enabling users to modify or temporarily disable workflows as needed.

Users can transition workflows between different states as needed.

Editing a Workflow – Workflows can be edited in any state by clicking the edit icon in the corresponding row.

Note: When the workflow is in an active state, clicking “Edit” opens a dialog to confirm whether the workflow should be automatically changed to draft.

Activating a Workflow – A workflow in Draft or Inactive state can be activated by clicking the menu icon and selecting the Activate option. Once activated, it will execute automatically when its trigger conditions are met.
Deactivating an Active Workflow – An Active workflow can be deactivated by accessing the menu icon and selecting the Deactivate option. Once deactivated, it moves to the Inactive state and stops execution until reactivated.

Deleting a Workflow

A workflow can be deleted by clicking the menu icon and selecting the Delete option. Once deleted, a workflow cannot be recovered.

Order of Workflow Execution

When multiple workflows are configured with the same brand and source, they are evaluated sequentially based on their order in the Active tab. 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 leftmost drag icon to reposition the workflow.
The topmost workflow in the Active tab takes priority when multiple workflows match the same conditions.

How to restrict Customer & Agent Messaging During Workflow Execution?

To control messaging during workflow execution, use the Toggle Customer Input block in the Workflow Designer:

Access the context menu: Actions → Toggle Customer Input to configure the block.
This block allows you to enable or disable customer and agent interactions at specific workflow stages. When the workflow reaches an Exit Block, messaging is automatically re-enabled if it was previously disabled.

This ensures a structured conversation flow, preventing disruptions and maintaining control over interactions.