Workflows
View, set up and manage Workflows automation
Last updated
View, set up and manage Workflows automation
Last updated
This module is only accessible by Owners & Managers.
This module is accessed from the side navigation menu under the menu item Workflows.
The main page of the Workflows Module is a listing page. It provides an overview of the Workflows in your Workspace.
List of Workflow Templates
Workflow Template Name
Description
Welcome Message
Send a welcome message every time a Contact starts a conversation with you.
Welcome Message & Ask For Email
Send a welcome message every time a Contact starts a conversation with you and ask for the email if you don't have it.
Welcome Message & Ask For Phone Number
Send a welcome message every time a Contact starts a conversation with you and ask for the phone number if you don't have it.
Welcome Message: Channel Specific
Send a different welcome message to Contacts for each channel.
Click to Chat Ads
Automatically assign Contacts who initiate conversations from Meta Click to Chat advertisements (Facebook, WhatsApp, Instagram) to a designated team member.
Away Message
Send an away message every time a Contact starts a conversation. Turn it on and off by toggling the workflow on and off.
Away Message with Business Hours
Send an away message every time a Contact starts a conversation outside your business hours.
Assignment: Round Robin
Assign a Contact to a team member round robin every time a Contact starts a conversation.
Assignment: Round Robin + Online Only
Assign a Contact to an online team member round robin every time a Contact starts a conversation.
Assignment: Least Open Contacts
Assign a Contact to the team member with the least open Contacts every time a Contact starts a conversation.
Assignment: Unassign After Conversation Closes
Unassign Contact from a team member every time a conversation is closed.
Multi-Team Routing: Shifts
Assign a Contact to a team member based on the current shift (business hours) every time a Contact starts a conversation.
Multi-Team Routing: Multiple Choice by Contact
Assign a Contact to a team member based on the team the Contact wants to talk to every time a Contact starts a conversation.
Chat Menu
Show a chat menu to the Contact to answer frequently asked questions (FAQs) about products, services & your company and understand their interests before assigning to an agent.
Shift Transfer
Enable your agents to transfer Contacts to the next shift using round robin logic & ensure agents provide a conversation summary.
Issue Escalation
Create a shortcut button to ensure agents follow the process & provide a summary when escalating issues to 2nd level support teams like Finance and Technical Support.
CSAT to Google Sheet
Send a CSAT to measure customer satisfaction of your agent's support after closing a conversation and send the data to a google sheet for analysis.
CSAT to Data Warehouse
Send a CSAT to measure customer satisfaction of your agent's support after closing a conversation and send the data to a data warehouse for analysis.
Mark Contact as Spam
Create a shortcut button for agents to mark a Contact as spam and automatically close the conversation.
Routing: New & Returning Contacts
Identify new and returning Contacts to route them differently every time a Contact starts a conversation.
Request Consent: Privacy
Get a Contact's privacy consent before continuing the conversation.
Routing: VIP Contacts
Get Contact data from a data warehouse to identify VIP Contacts and route them for specialized service every time a Contact starts a conversation.
Multi-Level Chat Menu (Main Menu)
Create an extensive chat menu with a wide range of interactive options for contacts to explore before assigning to an agent. Combine this with the Multi-Level Chat Menu (Sub) template to reveal more relevant options that interest contact or to return back to the Main Menu.
Multi-Level Chat Menu (Sub Menu)
Show contacts a Sub Menu triggered from the Main Menu to answer FAQs and provide an option for contacts to return to the Main Menu.
Below are the actions that can be performed in Workflows:
To create a Workflow:
1. Navigate to the Workflows main page
2. Click Add Workflow
3. Name the Workflow
4. Click Create
Maximum 100 Workflows per Workspace.
To create a Workflow from a list of templates:
1. Navigate to the Workflows main page
2. Click the dropdown arrow beside the ADD WORKFLOW button
3. Select Browse Templates
4. Choose one of the templates and click the Use Template button
The pre-built Workflow will be created. Update the steps highlighted in red to save or publish the Workflow.
A Workflow can be saved by clicking the SAVE button in the Top Bar of the Workflow Builder.
Step configuration errors must be resolved before a Workflow can be saved.
If a Step in the Workflow is configured incorrectly, the ⚠ sign will appear in the Top Bar. Hover over the icon to see which Steps have configuration errors. Click on the Step in the dropdown list to identify it in the Workflow builder and open its settings in the configuration drawer.
Testing a Workflow
You can test your workflow before publishing it by clicking the Test button in the Top Bar of the Workflow Builder. This button is enabled once you have resolved any errors in your workflow.
On the Test Workflow dialog, select a channel from the Channel dropdown list to test your workflow.
If your workflow trigger (e.g. Conversation Opened) has trigger variables, the Trigger Variable (optional) dropdown displays on the dialog. You can test the workflow by expanding the menu and providing sample/dummy values for the trigger variables. However, if you leave the fields empty, they will be considered null and the workflow will be tested using null values.
To start a Workflow, you need to publish it. A Workflow can be published from two places:
From the Actions menu in the Workflows listing page
With the Publish button inside the Workflow Builder.
Once the Workflow is published, it will run. Contacts who meet the trigger criteria will enter the Workflow. To edit a Published Workflow, you need to stop the Workflow.
When a Workflow is stopped, all enrolled Contacts will be ejected immediately. They will not be re-enrolled into the Workflow when it is re-published.
A Workflow can be stopped from two places:
From the Actions menu in the Workflows listing page
With the STOP Button inside the Workflow Builder.
Once a Workflow is stopped, it may be edited.
A Workflow can only be edited when stopped.
A Workflow can only be edited when stopped.
Editing takes place in the Workflow Builder. In the Actions menu in the Workflows listing page, click Open in Builder. Once inside the Workflow Builder, you can edit the Workflow.
To export a Workflow, open the Actions Menu and click the Export Workflow button
The Workflow will be downloaded as a JSON file.
It can then be imported to another Workspace or Organization.
To import a Workflow, go to the Workflow main page. Click on the dropdown arrow beside the ADD WORKFLOW button and select Import Workflow.
Click Browse file to select your Workflow and click the IMPORT button.
To import your Workflow successfully, please make sure:
The file is in a JSON format
All the values in the JSON file are correctly listed and formatted
The file cannot exceed 400 KB
The file cannot contain more than 100 Workflow steps
Each Workflow will have the following associated information in its columns.
The Workflow Status is used to determine if the Workflow is currently running. There are three possible statuses:
Draft: A Workflow that has never been published
Published: A Workflow that is currently implemented
Stopped: A previously published Workflow that has been stopped
Each Workflow has additional columns detailed below.
Name
Displays the name and description
Last Published By
Displays the last User who published it
Last Published
Displays the last published date
Created By
Displays the User who created it
Date Created
Displays the date it was created
The last column in the Workflows row contains the Actions Menu. The following actions can be performed here:
Publish Workflow
Only shown when Workflow is in Draft or Stopped
Stop Workflow
Only shown when Workflow is Published
Edit Name/Description
Allows editing of Workflow name or description
Open in Builder
Opens the Workflow in the Builder
Clone
Creates a duplicate Workflow in Draft Status
Export Workflow
Exports the Workflow in a JSON file
Delete
Deletes the Workflow
Toggle on to allow users to stop Workflow for Contact immediately at any point from the messages module. You can enable this setting without stopping the workflow.
Set exit conditions to stop this Workflow for a Contact
Toggle on to stop Workflow for Contact:
When outgoing message is sent
When incoming message is received
When a user is manually assigned to a Contact
Exit Conditions
Function
Exceptions
Outgoing Message
When this exit condition is checked for the selected Workflow, any outgoing messages sent by the user will stop the Workflow for any Contact in the selected Workflow.
- When the message is sent within the Workflow: This condition won't trigger if a "Send Message" step is part of the Workflow. - Broadcast messages: This condition won't work for Broadcasts. - Any integrations, such as Developer API, Zapier, Make.com, Google Sheets, Dialogflow, etc., are not considered when this condition is triggered.
Incoming Message
When this exit condition is checked for the selected Workflow, any incoming messages received by the user will stop the Workflow for any Contact in the selected Workflow.
- When a contact responds to a question within the chosen Workflow (e.g., an 'Ask a Question' step), this condition won't be triggered.
Manual Assignment
When this exit condition is checked for the selected Workflow, manually assigning a user on the Messages module will stop the Workflow for any Contact in the selected Workflow.
- When the assignment occurs via Workflows or APIs.
Top Bar
The top bar is used to manage key Workflow items like its name, description, errors in step configuration and status. The elements of the top bar are as below.
Name
Displays Name and allows editing of Name or Description
Error Indicator
Indicates a step configuration error
Save Button
Allows Workflow to be saved
Status Button
Allows Workflow to be published or stopped
The Assistive Tools are designed to help you navigate the Canvas. It includes 5 tools:
Zoom In
Zoom Out
Back to 100% Zoom
Undo
Redo
Canvas is the drag-and-drop interface that provides an overview of the Workflow. It allows the user to observe the logic and sequence of a Contact's journey during an event. Actions such as building new Steps, dragging or dropping Steps and connecting Steps take place here.
To configure a Trigger or Step, click on the Trigger or Step block to open its configuration drawer. The actions possible in the configuration drawer include:
Edit the Step name
Define the action of the trigger event or Step.
What will happen to my Contacts if I stop a published Workflow?
If a Workflow is stopped, all enrolled Contacts will be immediately ejected from the Workflow. They will not be re-enrolled into the Workflow if it is re-published.
Why did my Workflow end before it was completed?
A Workflow may end prematurely for the following reasons:
1. The Workflow was stopped
If a Workflow is stopped, all enrolled Contacts will be immediately ejected from the Workflow.
2. The Contact fell under the Failure Branch and there was no continuing journey Contacts may fall under a Failure Branch if they provide invalid responses or do not meet specified conditions. If there are no steps configured under the Failure Branch, the Workflow will end. It is advisable to configure steps under the Failure Branch so Contacts may continue their journey if they land here.
3. Ask a Question - Timeout
4. Assign to - Timeout
5. Branch Condition - Else
6. Send a Message - Fail
If a message is not sent for any reason (e.g. messaging window closed, network connection issues), the Contact will exit the Workflow.
If I manually close an ongoing conversation with an enrolled Contact on the platform, will the Workflow end?
No, the Workflow will continue even if the conversation is manually closed on the platform. The Workflow will only end if the conversation closes in the Workflows Module.
Can a Contact re-enter the same Workflow they are currently enrolled in it?
A Contact cannot re-enter a Workflow they are currently enrolled in. The Contact has to exit the Workflow and meet the criteria for the trigger event again to repeat or re-enter a Workflow.
What if a Contact triggers more than one Workflow at the same time?
Both Workflows will be executed concurrently.
Why is the Contact Field not saving responses in the Ask a Question step?
Invalid responses, such as responses in the wrong format, cannot be saved. Clearly specify a response format when asking a question to avoid this scenario. Refer here for the correct format of each type of response.
I have updated a Contact Field value but the old value is still being applied. Why is Workflows not applying the updated value?
All Contact information will be cached or stored for three (3) minutes once the Workflow is triggered to allow for faster data access. If a Contact Field is being updated manually or programmatically while the Contact is still in a Workflow journey, the information will take up to three (3) minutes to be reflected in the Workflow. Until then, the previous value will be shown.
If I add an Ask a Question step after a conversation has closed (e.g. Close Conversation step or Conversation Closed trigger), will the conversation reopen if the Contact responds?
No, a Contact will not reopen the conversation by responding to the 'Ask a Question' step.
What happens if there is no one in an Assign To team?
The Contact will not be assigned and will move on to the next Step. If there is no next Step, the Workflow will end.
Why is the reply from the Contact not being saved in the Contact Field that I have selected?
It could be because the Contact Field chosen under the Save Response setting does not match the Question Type. Please make sure you select the correct Contact Field for the Question Type when saving a response. For instance, if the Question Type is a date, then the response cannot be saved as a different Contact Field, such as email address or phone number.
Why am I encountering the "Workflow loop detected" error when trying to publish my Workflow?
The "Workflow loop detected" error occurs when a workflow includes a step that can trigger itself or another workflow that in turn triggers the original workflow, resulting in an infinite loop. Prevent this error from occurring and ensure that your workflow functions as intended by checking your workflow with these steps:
Duplicate triggers in a workflow: Check if any steps in your workflow are identical to the workflow trigger. If the workflow trigger and any step in the workflow are the same, it can cause a loop to occur. Ensure that the workflow trigger is unique and does not match any other steps in the workflow.
Steps that can trigger other workflows: Check if your workflow has any steps that can trigger another workflow. For example, if workflow A has a step that can trigger workflow B, and workflow B also has a step that can trigger workflow A, a loop can occur. Ensure that workflows do not contain any steps that can trigger each other.
The Workflows Module is a visual Workflow builder used to automate processes. Workflows can incorporate elements like Contact data to build automation such as automated messaging, auto-assignment and more. A Workflow consists of a and one or more .
Once the Workflow has been created, it will open in the . Start building the Workflow by selecting a .
To open the Workflow Builder, you need to or . The Workflow Builder is a visual editor where Steps can be added, removed and configured. It consists of four main sections:
The Ask a Question Step has a default timeout period of 7 days. If Contacts do not respond within the defined or default timeout period, the Workflow will end. It is advisable to create a Timeout Branch and add Steps for Contacts to continue their journey in the event of a timeout. Read more about the Ask a Question Step .
The Assign To Step has a default timeout period of 7 days. If an assignee who fulfills the assignment logic cannot be found within the defined or default timeout period, the Workflow will end. It is advisable to create a Timeout Branch and add Steps for Contacts to continue their journey in the event of a timeout. Read more about the Assign To Step
Contacts who do not meet the required conditions of a branch will fall under the Else branch. If no steps are configured under this branch, the Workflow will end. It is advisable to configure Steps under the Else branch so Contacts may continue their journey if they land here. Read more about branch steps .
