How to Create Workflows from Predefined Templates
Use workflow templates to spin up common support automations in minutes. Preview a template to understand its flow, then use it to create a ready-to-run workflow—just map a few dynamic values (if present) and publish. Templates can be reused across brands and sources. Create separate workflows per brand as needed.
Benefits of Using Workflow Templates
-
Ship automations faster
Start from a proven, prebuilt flow—just map a few dynamic values (if present) and publish. -
Reduce setup mistakes
Triggers, branches, and actions come pre‑wired, minimizing misconfigurations and missed conditions. -
Consistent outcomes across brands and channels
Reuse the same template pattern across brands and channels to standardize how you triage, route, escalate, and notify—while still customizing per brand when needed. -
Reduced manual effort
Automate repetitive tasks such as greeting customers, routing conversations, and notifying managers, so agents can focus on more complex issues. -
Built‑in best practices
Templates encode common support patterns (e.g., multilingual triage, SLA breach escalations), so you don’t have to reinvent the flow. -
Preview‑first confidence
Use Preview to inspect the full diagram (triggers, branches, actions) before committing—no guesswork. -
Safe drafting and iteration
When you use a template, the system creates a Draft. Review and edit blocks as needed, then Publish when ready. -
Clear separation of concerns
Each workflow created from a template is independent. Changes to your workflow don’t alter the original template, preventing surprise regressions.
Steps to Create Workflows from Predefined Templates
Follow the steps below to create a workflow from a predefined template.
-
Go to Admin → Chat → Workflows.
-
Select Add workflow → Create from template.
-
In the template gallery, first select a workflow trigger in the left panel (e.g., Conversation Created, SLA Breached). The available templates vary by the selected workflow trigger.
-
Click Use template on a card to start configuring immediately, or click Preview (icon).
-
If you click Preview (icon), inspect the flow diagram (triggers, branches, actions), then click Use template.
-
-
To use the template, complete the template configuration form:
- Trigger type: Pre-filled by the template (e.g., Conversation created).
- Workflow name: Enter a clear, searchable name (e.g., Live Chat – Multilingual Triage).
- Brand: Select the brand the workflow will run under.
- Source: Select where the trigger fires (e.g., Live chat).
- Dynamic mappings (shown only if required by the template):
-
Auto-assignment.
-
AI agent (only if the template includes AI handling).
-
Any other required dropdowns/fields prompted by the template.
-
-
Click Next. The system creates the workflow in Draft from your template configuration.
-
Review the draft workflow: confirm the trigger, blocks (branches and actions), and mapped values. Edit any block as needed.
-
Click Publish to activate the workflow. (Or keep it in Draft if you’re not ready to go live.)
To create workflows, agents must have the permission to manage chat workflows. Learn more on How to Enable Access Permissions for Chat Workflows in the Admin Module.
Frequently Asked Questions (FAQs)
1) What is a workflow template?
A workflow template is a prebuilt automation with a defined trigger, branches, and actions. You select it, fill in a few fields, and publish.
2) How do I preview a workflow template before using it?
In the gallery, click Preview (icon) to see its flow (triggers, branches, actions), then click Use template.
3) What information do I need to configure a template‑based workflow?
Provide a Workflow name, choose the Brand and Source, and complete any dynamic mappings prompted by the template.
4) What are dynamic mappings in a workflow template?
Dynamic mappings are template placeholders you fill when instantiating a workflow (e.g., assignment group, AI agent). They let the same template be reused with different values without editing it.
5) Can I reuse the same workflow template for different brands or sources?
Yes. Templates can be reused across brands and sources. Create separate workflows per brand as needed.
6) Can new templates be created?
No. You cannot create new templates. Only the provided static templates are available.
7) Can existing templates be edited?
No. Existing templates are static and cannot be edited. You can create workflows from these templates and then edit those workflows to meet your needs.
