Workflows

What are Workflows?

Workflows automatate your inbox by performing actions in when specific conditions are met. They help reduce manual work and can significantly improve response times when configured correctly.

A Workflow includes:

• Triggers (rules/conditions): Define when the Workflow runs
• Actions: Define what happens when those conditions are met

Workflows can be used for both simple and advanced automation, but more simple and common use cases include:

Auto-tagging conversations
Routing conversations to a specific agent or team
Auto-replying to conversations based customer intent

Creating Workflows

To create a Workflow:

1. Go to Settings > Automation > Workflows, then select Add Workflow.
2. Choose the brand the Workflow applies to
3. Give your Workflow a name that's easily identifiable
4. Add a detailed description of what the Workflow does
5. Choose the Workflow type:
   • Automated: Runs when conditions are met
   • Manual: Runs only when triggered manually
6. Set the "Run Workflow As" option to either system user or an individual staff user (certain commands such as "reply" require a staff to be responsible for sending that automated reply)

Set Workflow Rules and Conditions

For automated Workflows, you’ll first define the conditions that tell the Workflow when to run. Any actions you add will only happen when those conditions are met. If you're using an eCommerce integration like Shopify or BigCommerce, additional customer and order-based conditions may be available for more targeted automation.

To define these rules, use the When, If and Then conditions in the Workflow builder.

Example:

• When a Customer Message arrives
• and If Customer Total Order Value is greater than $2000
• Then Tag Conversation "VIP Customer"

Certain rules can be configured to be And or Or conditions. For example, you can create a rule that states:

• When a Customer Message arrives
• And If the Message Channel is Chat (Classic Mode) Or Facebook
• And If Conversation Tags contains VIP Customer
• Then Assign Conversation to VIP Support

Workflow rules are evaluated exactly as configured, so even small changes to your conditions can affect how a Workflow behaves. Be especially careful when adding multiple If conditions, since each condition can narrow when the Workflow will run. If your Workflow includes more complex combinations of conditions, review it carefully to make sure it behaves as intended.

Set Workflow Actions

Actions define what a Workflow does after its conditions are met.

You can add one or multiple actions to a Workflow, depending on the outcome you want to automate. Actions run automatically whenever the Workflow’s trigger and conditions are satisfied. Common actions include:

• Tagging a conversation
• Assigning to an agent or department
• Respond to a conversation
• Leaving an internal note

Example Workflows

Every business is different and no Workflow will be a one-size-fits-all matter. However, we can provide some guidance to common Workflows.

If a customer sends a message through Facebook, X (Twitter), or Instagram, the Workflow can:

• Assign the conversation to the marketing team
• Add a tag such as “Social Media Messages”

This helps organize and route social conversations automatically.

When a Shopify customer:

• Has a lifetime value over $1,000 And
• Sends a message that matches the “Where is my order?” intent

The Workflow can:

Respond to the customer instantly
Prioritize the conversation based on customer value