How to Use Navigate to Blocks in Chat Workflows
Navigate to Block is a workflow action that redirects execution to a specified block within the same workflow. It’s designed to reuse common steps—for example, returning a requester to a Main Menu—so you don’t have to copy the same steps in several places.
Use this action when you want to:
- Route users back to a central menu after a path completes.
- Revisit a previously defined block to keep flows concise and maintainable.
Configuration steps
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Open Workflows
- Go to Admin → Chat → Automation → Chat Automation → Workflows.
- Go to Admin → Chat → Automation → Chat Automation → Workflows.
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Create or Open a Workflow
- Create: Click Add Workflow under the required trigger (commonly Conversation Created).
- Edit: Open an existing workflow where you want to add navigation.
- In the dialog:
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Enter a Workflow Name (e.g., Delivery Menu – Navigate to Block).
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Select Brand and Source (e.g., Live Chat).
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Click Next.
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The selected Brand and Source determine which conversations this workflow applies to.
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Create the Destination Block (the block you’ll navigate to)
In the Workflow Designer:-
Add a Branch via Buttons block and name it Main Menu.
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Configure menu options (example):
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Address Change
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Date Change
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Others
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Build Each Menu Path You’ll Redirect From
Under each menu option, add the required steps. For example:- Address Change path
- Add an Input block (e.g., Detailed Text Input) to capture the new address.
- Date Change path
- Add an Input block (e.g., Date Picker) to capture the preferred delivery date.
Add any additional actions or messages as needed for each path.
- Address Change path
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Add the Navigate to Block Action
At the end of each path (after all inputs, actions, and messages):-
Click Add Action → Navigate to Block.
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In Target block, select Main Menu (or a dedicated confirmation menu such as Main Menu Navigation, if used).
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Add an Exit Path (Recommended)
Prevent infinite back-and-forth navigation with a confirmation step, for example a Main Menu Navigation block (buttons):- Yes → Navigate to Block: Main Menu
- No → End Current Workflow
Handling Delivery Details via Workflow
From the Main Menu, customers can choose Address Change, Date Change, or Others for delivery. For Address or Date Change, the bot saves the new details and asks whether to return to the Main Menu; confirming uses Navigate To Block to bring them back to Main Menu (or the customer can exit the workflow). Requests under Others are forwarded to the support team via Trigger Auto-Assignment for agent handling.
FAQs
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Can Navigate to Block jump to a block in another workflow?
No. Navigate to Block is restricted to the current workflow and cannot route to blocks in other workflows, including reusable workflows. -
Can I place Navigate to Block in the middle of a path?
No. The action is added only at the end of a branch/path after the final step you want to execute. -
Do I need to create the destination block before configuration?
Yes. Create and name the destination (e.g., Main Menu) first so it appears in the Target block list. -
How does the system prevent circular dependencies in workflows?
During configuration the system detects any circular dependency that would create an endless loop and aborts setup by throwing an error, similar to the reusable workflow circular dependency validation. -
What happens if the configured target block for a navigation block is deleted or its name is removed?
If the configured target block is deleted or its name is removed (making that block invalid), the navigation block will lose that target. The workflow cannot be published or activated until a new, valid target is configured; the system will block publishing and display an error. -
Can I assign the same block name to multiple blocks?
Yes. You can give the same name to multiple blocks. However, we recommend giving each block a unique name so they’re easy to identify and configuring navigation block is simpler.
