Workflows

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Workflows automate multi-step processes triggered by events in your support system. Create sophisticated automation sequences without coding.

Accessing Workflows

Click Workflows in the left sidebar (workflow icon).

Overview Dashboard

The Workflows page displays:

Summary Bar

Metric Description
Total Workflows Number of workflows created
Active Workflows currently running
Total Executions How many times workflows have run

Action Buttons

  • Analytics: View workflow performance metrics
  • Templates: Browse pre-built workflow templates
  • Create Workflow: Build a new workflow from scratch

Workflow Triggers

Every workflow starts with a trigger. Available triggers:

Trigger Description
New Conversation Fires when a new conversation is created
New Message Fires when a message is received
SLA Breach Fires when an SLA threshold is exceeded
Status Change Fires when conversation status changes

Trigger Configuration

Each trigger type has specific options:

New Conversation

  • Filter by channel (Live Chat, WhatsApp, Email, etc.)
  • Filter by customer segment

New Message

  • Filter by sender type (customer, agent, AI)
  • Filter by message content patterns

SLA Breach

  • Select SLA type (first_response, resolution, reply)
  • Set breach threshold

Status Change

  • Select from/to statuses
  • Filter specific transitions

Workflow Steps

After the trigger, add steps to define what happens:

Condition Steps

Check if criteria are met before proceeding:

  • Field (e.g., customer.lifecycle, message.sentiment)
  • Operator (equals, contains, greater than, etc.)
  • Value to compare against
  • On False behavior: Stop, Continue, or Skip Next

Action Steps

Perform operations:

Action Type Description
Auto Reply Send an automated message
Route Assign to specific agent or team
Add Tag Apply tags to the conversation
Change Status Update conversation status
Create Ticket Generate a support ticket
Notify Send notification to team
Escalate Escalate to supervisor

Using Templates

  1. Click Templates button
  2. Browse available templates by category:
    • Customer Service
    • Sales
    • Operations
  3. Click a template to preview
  4. Click Use Template to create a workflow from it

Templates include pre-configured triggers and steps that you can customize.

Creating a Workflow

  1. Click Create Workflow
  2. Enter workflow name and description
  3. Select a trigger type
  4. Configure trigger options
  5. Add steps (conditions and actions)
  6. Set workflow status (Active or Draft)
  7. Click Save

Workflow Cards

Each workflow displays:

  • Name: Workflow title
  • Status Badge: Active (green) or Draft (gray)
  • Trigger Badge: Shows trigger type
  • Steps Count: Number of steps
  • Execution Count: Times executed

Managing Workflows

Toggle Active/Inactive

Click the toggle switch on any workflow card to enable or disable it.

Edit Workflow

  1. Click Edit on the workflow card
  2. Modify settings
  3. Save changes

Duplicate Workflow

  1. Click the menu (three dots)
  2. Select Duplicate
  3. Edit the copy as needed

Delete Workflow

  1. Click the menu (three dots)
  2. Select Delete
  3. Confirm deletion

Workflow Analytics

Click Analytics to view:

  • Execution trends over time
  • Success/failure rates
  • Average execution time
  • Most triggered workflows

Best Practices

  1. Start simple: Begin with one trigger and one action
  2. Use conditions wisely: Add conditions to prevent unwanted actions
  3. Test in Draft: Create workflows as Draft first, test, then activate
  4. Monitor executions: Check Analytics regularly for issues
  5. Name clearly: Use descriptive names like "VIP Customer Auto-Route"