Creating and Using Reusable Workflow Blocks

A reusable workflow allows a defined set of workflow blocks to be created once and reused within multiple workflow processes. This helps avoid repetition by modularizing common steps for easier maintenance and consistency.

Setting up a reusable workflow

For a workflow to be reusable, you need to configure it with a Reusable Workflow Trigger.
To create a reusable workflow, follow these steps:

1. Navigate to Admin > Chat > Automation > Workflows > Workflow Triggers.
2. Select the Reusable Workflow trigger option to create a new workflow.
   
   

• Identify the blocks that are commonly used in different workflows and set them up in the reusable workflow.

  > **Example: Order Support Follow-Up Reusable Workflow**
   > This workflow captures essential information to assist in resolving the order-related concern efficiently.
  

  

3. After configuring the workflow blocks, select End Current Workflow to complete all actions. Then, choose Publish & Activate to make the workflow live.

Integrate a reusable workflow in an event-based workflow

1. In an event-based workflow (except for Reusable Workflow), first define the unique steps specific to that workflow. Wherever repeated logic is needed, insert the End & Start Another Workflow block to call the appropriate reusable workflow.

   

2. From the dropdown, select the reusable workflow you configured earlier.
   

   

   Note: Only reusable workflows from the same brand and source will appear in the dropdown.

Restrictions for reusable workflows based on trigger type

When a reusable workflow is triggered from an event-based workflow (excluding cases where the trigger is Reusable Workflow), it runs based on the initial trigger type of the event-based workflow.
Only the blocks that are supported by that trigger type will be executed. Any unsupported blocks in the reusable workflow will be skipped automatically.

Refer to the article to check which blocks are allowed for each trigger.