Workflows are designed to guide users through structured steps, often to collect information or perform predefined actions. To function properly and be activated, every workflow must conclude with an exit block. In this article, we’ll walk you through the different ways to end a workflow, what each option does, and how to configure them effectively.

Different exit blocks in workflow

There are three types of exit blocks available, each serving a different purpose:

• End & Start Another Workflow
• End & Transfer to AI
• End Current Workflow

How to configure the exit blocks

Exit blocks are grouped under the Exit section in the context menu with each block serving a specific purpose. Here’s how to configure them:

1. End and start another workflow

This action allows you to end the current workflow and immediately trigger a selected reusable workflow.

• Reusable workflows are pre-built processes that can be used in other workflows to eliminate repetitive steps.
• Simply choose the desired reusable workflow from the dropdown menu. For more information, learn more on How to Create and Use Reusable Workflow Blocks.

2. End and transfer to AI

This block ends the current workflow and hands over the conversation to the AI for further handling.

• Select the AI Agent from the dropdown list, which is based on the corresponding workflow brand. The selected AI Agent will take over the conversation and you can control how the AI agent starts responding by choosing one of the following options:
  • Respond to the last message: The AI immediately replies to the user’s most recent message after the transfer.
  • Wait for the new message: The AI waits for the user to send a new message before it continues the conversation.
• This block can only be configured within the Conversation Created trigger.

3. End current workflow

This action terminates the current workflow while keeping the conversation open for further handling.

• If the conversation remains active, the assigned human agent will take over and continue interacting with the user.

  

Frequently Asked Questions (FAQs)

1) Why must every workflow end with an exit block in BoldDesk?
Every workflow requires an exit block to function properly and be activated. Exit blocks finalize the workflow so the system knows whether to hand off to another workflow, transfer to AI, or end while keeping the conversation open.

2) Which exit blocks are available in BoldDesk, and what does each one do?

• End & Start Another Workflow: Ends the current workflow and triggers a selected reusable workflow.
• End & Transfer to AI: Ends the current workflow and hands the conversation to an AI Agent.
• End Current Workflow: Ends the workflow but keeps the conversation open for further handling (e.g., by a human agent).

3) How do I configure “End & Start Another Workflow,” and why might my reusable workflow not appear?
Open the context menu, go to the Exit section, choose End & Start Another Workflow, then select the reusable workflow from the dropdown.
Note: Only reusable workflows that match the current workflow’s brand and source are listed in the dropdown.

4) How do I configure “End & Transfer to AI,” in a chat workflow and what are the prerequisites?
From the Exit section, select End & Transfer to AI, choose the AI Agent (scoped to the workflow’s brand), and pick how the AI should start:

• Respond to the last message (AI replies immediately), or
• Wait for the new message (AI waits for the user).
  Requirements:
  • Available only in the Conversation Created trigger.
  • AI must be enabled in both Channels and AI settings; otherwise, this exit will just end the workflow without transferring to AI.

5) What happens when I use “End Current Workflow” as an exit option for a workflow?
The current workflow is terminated, but the conversation remains open. If the conversation is still active, the assigned human agent can continue interacting with the user.