Workflows Overview

Workflows are visual automations you build with a drag-and-drop canvas. They let you automate repetitive tasks by defining triggers, conditions, and actions.

How workflows work

Every workflow starts with a trigger — an event that kicks off the automation. When the trigger fires, the workflow evaluates conditions and executes actions. For example, you can automatically assign conversations from VIP customers to a senior agent, or send a follow-up message when a ticket has been waiting too long.

Workflow components

• Triggers — events that start the workflow (new conversation, message received, etc.)
• Conditions — rules that filter when the workflow runs (channel, customer type, etc.)
• Actions — what happens when the workflow runs (send message, assign, create ticket, etc.)
• Branches — conditional paths for different scenarios