User Guide · Automation
Workflows
Build visual automations that run on every conversation: welcome messages, routing, keyword handling and more.
Workflows automate the routine work in your Inbox. Each workflow starts with a trigger (something that happens in a conversation), then runs actions and conditions you connect on a visual canvas. Find them in Settings › Workflows.
- 1New Workflow opens the template gallery.
- 2Browse Templates when you have no workflows yet.
Anatomy of a workflow
Triggers
Each workflow has exactly one trigger.
| Trigger | Runs when |
|---|---|
| Conversation Opened | A new conversation starts. |
| Message Received | A contact sends a message. |
| Chat Assigned | A chat is assigned to an agent. |
| Chat Resolved | A chat is marked resolved. |
Actions
| Action | Settings |
|---|---|
| Send Message | Message text, with variables such as $contact.name. |
| Assign Agent | The teammate to assign. |
| Assign Team | Team, and strategy: Team only (no auto-agent), Round Robin, or Least Busy. |
| Add Tag | The tag to add. |
| Set Priority | P1 (Critical, P2) High, P3, Medium, or Normal. |
| Set Lifecycle | The lifecycle stage to set. |
| Add Note | An internal note for the team. |
| Wait / Delay | A pause in seconds (max 60). |
Conditions
Conditions split the flow into true and false branches.
| Condition | Checks |
|---|---|
| Contains Keyword | The message contains any of your comma-separated keywords. |
| Is Channel | WhatsApp, Facebook, Instagram, Telegram, Gmail, Website Widget or Slack. |
| Has Tag | The conversation has a given tag. |
| Business Hours | The current hour is between Start Hour and End Hour (0-23). |
| Lifecycle Is | The contact is in a given lifecycle stage. |
Variables
Use $contact.name, $contact.phone, $contact.email, $assignee.name, $assignee.firstname and $assignee.email in messages and notes. If the contact has no name, $contact.name becomes “there”.
Workflow templates
- 1Search templates.
- 2Categories: Routing & Assignment, Auto-Responder, Business Processes.
- 3Use Template creates the workflow, ready to edit.
- 4Start From Scratch creates an empty workflow.
| Template | What it does |
|---|---|
| Welcome Message | Sends a welcome message every time a new conversation starts. |
| Away Message | Sends an away message whenever a new conversation starts. |
| Away Message (Business Hours) | Sends the away message only outside 9 AM, 5 PM. |
| Round Robin Assignment | Assigns new conversations to team members in rotation and tells the customer who is helping. |
| Least Busy Assignment | Assigns new conversations to the teammate with the fewest open chats. |
| Keyword: Refund Requests | Detects refund-related keywords and raises the conversation to P1. |
| Resolved: Thank-you Message | Thanks the customer when a chat is resolved. |
Build and publish
- 1CreateNew Workflow › Use Template, or Start From Scratch.
- 2Add stepsClick Add Node, or the + on any connector to insert a step there. A workflow can have up to 100 steps.
- 3Configure each stepClick a node to edit its settings, rename it in Node Name, and see Available Variables.
- 4SaveSave keeps your changes; the workflow stays a Draft.
- 5PublishPublish turns it on. Unpublish pauses it.
In the list, each workflow shows its trigger and an Active or Draft badge, with Pause/Activate, Edit, Duplicate and Delete buttons.