Workflows Overview

Workflows are visual automations you build with a drag-and-drop canvas. They let you automate repetitive tasks like greeting customers, collecting information, routing conversations, and executing actions in external systems.

How workflows work

Every workflow starts with a trigger — an event that kicks off the automation, such as a new conversation opening, a visitor reaching a specific page, or behavioral signals like high engagement scores, rage clicks, or idle visitors. When the trigger fires and its conditions are met, the workflow moves through a sequence of steps. Each step performs an action and then passes control to the next step. Steps can branch into different paths based on conditions, creating decision trees that handle complex scenarios automatically.

The visual canvas

You build workflows on a visual canvas where each step appears as a card connected by lines. Drag steps from the toolbar, connect them by dragging between cards, and configure each step by clicking on it. The canvas gives you a clear picture of your entire automation flow at a glance.

Workflow components

• Trigger — the event that starts the workflow (new conversation, page view, chat opened, behavioral signals, manual, etc.) with optional conditions that filter when it fires
• Steps — the individual actions your workflow performs, connected in sequence
• Branches — conditional paths that route conversations based on data or time
• Variables — data collected during the workflow (from Ask Question steps) that can be used in later steps

Available step types

• Send Message — send a static or AI-generated message to the customer
• Ask Question — collect and validate customer input
• Branch — route conversations based on contact fields or variables
• Run Action — execute an integration action (Shopify, Stripe, etc.)
• Assign To — assign the conversation to a user, team, or AI agent
• Close Conversation — end the conversation
• Wait — pause the workflow for a duration
• Date & Time — route based on business hours
• Jump to Step — loop back to a previous step
• Trigger Workflow — start another workflow

Workflow variables

When an Ask Question step collects a response, it can save the answer to a workflow variable. These variables are available throughout the rest of the workflow — you can use them in message text, as input to integration actions, or as conditions in Branch steps. For example, collect an order number, then pass it to a Shopify lookup action.

Priority and queuing

Each workflow has a priority from 1 to 10. When multiple workflows could trigger at the same time, higher-priority workflows run first. If a workflow is already active, new workflows can either wait in a queue or preempt the active workflow if they have higher priority.