Comprehensive Guide to Workflow Triggers and Supported Blocks

Updated: Jun 18, 2025

A workflow trigger is an event that starts a workflow. It tells the system when to begin the workflow and makes sure only the first matching workflow runs.
Once triggered, the workflow kicks off and follows a predefined sequence of actions.

Types of workflow triggers

Workflows can be initiated by the following triggers:

Conversation created

The Conversation Created trigger activates when a new conversation is created. This trigger is useful when you want a workflow to react automatically the moment a new conversation begins.

Conversation field updated

The Conversation Field Updated trigger activates when a specific field in a conversation is updated. It’s useful when you want to perform an action in response to a specific field change during an active conversation.

To make the workflow run based on a change in the field’s previous and current value, you can use the Is changed operator condition. This applies to fields like priority, category, and other single-select dropdown types.

Conversation status changed

The Conversation Status Changed trigger activates when the status of a conversation is changed.

To make the workflow run based on a change in the status field, use the Is changed operator condition. This compares the previous status and the new status to detect changes.

Example:

If the previous status was ‘Open’ and the current status is ‘Hold’, and a workflow is configured for this condition, it will be triggered automatically.

Conversation assignee updated

The Conversation Assignee Updated trigger activates when the assignee or group of a conversation changes.

To trigger the workflow based on a change in the assignee or group, use the Is changed operator condition. This compares the previous and current values of the agent or group fields.

Transferred from AI to agent

The Transferred from AI to Agent trigger activates when a conversation is handed over from an AI chatbot to a human agent for further resolution.

This typically happens when a user selects the Talk to Person option during the conversation, transferring the session from AI to a human agent.
This transfer activates the Transferred from AI to Agent trigger, allowing the workflow to gather user information and initiate the auto-assignment process.

Reusable workflow

The Reusable Workflow trigger allows you to start a workflow from within another workflow. This makes your workflows more modular and efficient, enabling you to reuse the same actions or logic across multiple workflows, without duplicating the steps each time.
When a reusable workflow is called from an event-based workflow (excluding reusable workflow as the trigger), it executes with regard to the initial trigger type of the event-based workflow. Only the blocks supported by that initial trigger will be executed, while any unsupported blocks in the reusable workflow will be omitted.
Workflows created with this trigger can be invoked by any other trigger workflow using the End and start another workflow block.

Note:
The triggers Conversation Field Updated, Conversation Status Changed, and Conversation Assignee Updated are activated only when an agent manually updates the related field in the chat conversation.

Blocks supported for each trigger

Block type / trigger	Conversation created	Conversation field updated	Conversation status changed	Conversation assignee updated	Transferred from AI to agent	Reusable workflow
Get customer details	✅	❌	❌	❌	✅	❌
Button options (Get choice, yes/no)	✅	❌	❌	❌	✅	✅
Drop-down selection	✅	❌	❌	❌	✅	✅
Input fields (Get text, date, number)	✅	❌	❌	❌	✅	✅
Send message	✅	✅	✅	✅	✅	✅
Set conversation field	✅	✅	✅	✅	✅	✅
Trigger webhook	✅	✅	✅	✅	✅	✅
Trigger auto-assignment	✅	✅	✅	❌	✅	✅
Manage inputs	✅	❌	❌	❌	✅	✅
Branch via conditions	✅	✅	✅	✅	✅	✅
Branch via buttons	✅	❌	❌	❌	✅	✅
End & start another workflow	✅	✅	✅	✅	✅	✅
End & transfer to AI	✅	❌	❌	❌	❌	✅
End current workflow	✅	✅	✅	✅	✅	✅