Workflows
Automate actions based on conversation events and triggers
Workflows let you automate repetitive tasks triggered by conversation events. When something happens (a new lead, a conversation assigned, a tag applied), a workflow can execute actions automatically.
How Workflows Work
Each workflow consists of:
- Trigger — The event that starts the workflow
- Conditions — Optional filters that must be true for the workflow to proceed
- Actions — One or more steps to execute
Available Triggers
| Trigger | Description |
|---|---|
| New conversation | A visitor starts a new chat |
| Conversation assigned | An agent is assigned to a conversation |
| Conversation closed | A conversation is archived |
| New lead created | A lead is added to the CRM |
| Lead stage changed | A lead moves to a different pipeline stage |
| Tag added | A specific tag is applied to a conversation |
| Message received | A new message arrives in any conversation |
Available Actions
| Action | Description |
|---|---|
| Send message | Send an automated reply to the visitor |
| Assign agent | Assign the conversation to a specific agent or round-robin |
| Add tag | Apply a tag to the conversation or lead |
| Change lead stage | Move the associated lead to a new pipeline stage |
| Send notification | Notify a team member via email or browser notification |
| Send webhook | POST data to an external URL |
| Wait | Pause the workflow for a specified duration |
Building a Workflow
- Navigate to Workflows in the sidebar
- Click Create Workflow
- Select a trigger event
- Add optional conditions (e.g., "source equals WhatsApp" or "tag contains VIP")
- Add one or more actions
- Name your workflow and activate it
Example Workflows
Trigger: New conversation Action: Assign agent (round-robin across available agents)
Trigger: Lead stage changed to "Qualified" Condition: Expected billing amount > $5,000 Actions:
- Add tag "VIP"
- Send notification to sales manager
- Send webhook to Slack channel
Trigger: Conversation closed Condition: Conversation has at least 3 messages Actions:
- Wait 24 hours
- Send message: "Thanks for chatting with us! Is there anything else we can help with?"
Workflow Logs
View the execution history of all workflows under Workflows > Logs. Each entry shows the trigger event, conditions evaluated, actions taken, and any errors encountered.