How to Configure Exit Blocks in a Workflow
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:
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, refer to this guide.
Note: The dropdown lists only the reusable workflow triggers that match the current workflow’s brand and source.
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 start 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.
Note: Ensure that AI is enabled in both Channels and AI settings. If disabled in either, this block will simply end the current workflow without passing it to the AI. To enable AI, refer to this guide.
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.
