Trigger a Workflow when a customer opens a new conversation in the Messenger and accelerate your support by automating these initial interactions.

Customers will be able to choose from suggested replies that you’ve defined. They can clarify why they’re getting in touch, and provide extra info without needing to wait for a response, or take up your team’s time.

For example, if you know most of your conversations are support requests, feature requests, and bug reports you could create quick replies for these three options. Your bot will then collect any extra info you need and route them to the right team.

Go to Automation > Workflows and click New workflow.

You can either get started quickly with a prebuilt template such as "Triage issues and assign to different teams".

Or, click Create from scratch to build your own Workflow using the trigger "Customer opens a new conversation in the Messenger".

You can add page rules to only trigger a Workflow if a user is visiting a certain page. This allows you to give your users the most relevant options, in any context.

For example, if you choose Web as your channel, you can add a page rule so your bot only triggers on conversations started from the pricing page:

You can target users based on any data you track about them. For example, you could add an audience rule that targets free users and then include replies to help with signing up.

Control when customers see your Workflow by setting up Frequency and scheduling.

This will help your team manage conversation volume during busy periods. Or, you could show bots outside of office hours so customers help themselves while you’re away.

Once you've finished setting up your trigger rules, click Save and close to start building your Workflow.

Your title should accurately describe your Workflow's function, so your teammates can easily understand its purpose.

Start your first path with a clear question explaining the options your customers will see. Simply click on a reply button to edit the text.

You don’t need to cover every possible scenario, as customers can still write a reply in the composer if none of your suggested replies cover their question.

However, if you'd like to prevent customers from replying directly, you can choose to toggle off the option to Let customer type.

Now, you can direct users down new paths based on their replies. Each path lets you collect all the right information to help your customers.

Just click on an arrow beside each reply button to add a new path.

These paths can ask for more information, or even provide quick answers to common questions, like this example which directs your customer to a path with specific steps to export their data:

When asking for more information you can allow your customers to type freely (or attach images), or collect data as a standard or custom attribute. Just click the + icon below the message.

At the end of each path, you can choose to continue a Workflow with more reply buttons to direct users onto a new path, or end with follow up actions. Just click the + icon at the bottom of a path, and go to the Add action section or search for the action you need.

You can add as many follow up actions as you like. For example, if a user selects "I want to submit a bug report", and has gone down a path to provide details, you could:

When you've finished, check and fix any path errors. These will be highlighted in red on the canvas and you can easily get to them from the List of paths.

When you're ready, scroll back to the top where you can preview your Workflow, save and close the builder, or set it live 🎉

If you use Fin AI Agent, or the ‘Suggest help articles’ task bot, they will only send if your customer skips the quick replies you’ve defined and writes a new message in the composer.

If you have conversation ratings enabled for users, Workflow messages are included in the word count required to trigger conversation ratings. If the conversation matches all the minimum requirements, then a conversation rating will send when it’s closed.

Your team’s first response time, and SLA calculations will include the time that users spend interacting with Workflows by default. You can exclude time spent interacting with a bot from your SLAs by enabling the dedicated bot inbox. Learn how to enable the bot inbox here.

Workflows are perfect for triaging support questions, but there are more situations where you can use Workflows to give your customers the best possible experience:

If your company offers multiple products or services, a Workflow can help your customers self-select which product they need help with. That way, the teammate who picks up the conversation will already have this context.

There are many things that can cause a surge in certain questions, like changes to your product’s layout, time sensitive events, or even an outage. With a Workflow you can proactively address these questions and share the answers up front.