This guide shows you how to prompt customers with button choices, route them to the correct team automatically, and send path‑specific messages—all within a single, dependable workflow. You will:

• Configure Manage Inputs to control who can post during the flow.
• Use Branch via Buttons to capture the customer’s selection.
• Add Auto‑assignment to route to the right agent/group (e.g., Support or Sales).
• Send tailored messages with Send Message and close each path with an Exit block.
• Optionally send messages as private for internal guidance only.

Create Workflow with Choice Message

1. Go to Admin Settings: Navigate to Admin > Chat > Chat Automation > Workflow > Conversation Created and click Add Workflow > Create from scratch.

   

2. Enter Workflow Details: Provide the required information and click Next.

   

3. Design the Flow: In the workflow designer, select the Initial Block and click the Add icon.

   

4. From the context menu, choose Actions > Manage Inputs block.

   

5. Configure the Manage Inputs block to restrict message input from customers, agents, and system messages during the conversation, then click Add.

   

6. Add a new block via the context menu, then choose Branching > Branch Via Buttons.

   

7. Enter the Message field and create options using the Add Option button (e.g., Support and Sales).

   

Auto Assign Based on User Selection

1. Click Add under the Support option and configure an auto-assignment block to automatically assign support agents. Repeat the same for Sales.

   

2. Ensure each option routes to the correct agent group.

Send Message Based on User Selection

1. Configure automated messages specific to Sales and Support using the Send Message block. For the Sales path, navigate to the context menu and choose Actions > Send Message.

   

2. Enter the automated message for Sales.

   

3. Similarly, configure the automated message for Support.

   

4. Add additional blocks as needed, ensuring that each path concludes with an Exit block. Finally, Activate the workflow to enable messaging.

   

How It Works in the Widget

1. When a customer initiates a conversation in the widget, the system prompts them to choose an option.
2. After the customer makes a selection, the chosen option is posted as a message, an agent of the corresponding type is automatically assigned, and an automated response is sent to the customer.

Frequently Asked Questions (FAQs)

1) What does a button‑choice chat workflow achieve in BoldDesk?
It presents customers with button options (e.g., Support, Sales), routes the conversation to the correct agent or group automatically, and sends path‑specific automated messages—all within a single Conversation Created workflow.

2) How do I create a Conversation Created workflow from scratch?
Go to Admin > Chat > Chat Automation > Workflow > Conversation Created → Add Workflow → Create from scratch → enter details → Next → in the designer, select the Initial Block and click Add.

3) What does the Manage Inputs block in chat workflow control and when should I use it?
Manage Inputs controls who can post chats during the guided flow (customer, agent, system). Use it to restrict free typing so customers must choose from your buttons before posting, keeping the flow structured.

4) How do I capture the customer’s choice with button type branching in the workflow?
From the context menu, choose Branching > Branch Via Buttons → enter the Message prompt → use Add Option to create choices (e.g., Support, Sales). Each option becomes a separate branch you can configure.

5) How do I send path‑specific messages in chat workflows, and can those be visible to agents only?
On each branch, add Actions > Send Message and write the tailored message. To make it internal, enable Send as Private Message so the message is visible only to agents (useful for internal guidance or private notes).