Workflows explained
Manage it all with Workflows — your mission control for automations.
Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Easily build powerful chatbots that talk to your customers over a broad range of channels, and create flows that automate repetitive tasks for your teammates, all in one place.

  • No code needed - Anyone can build and deploy automations in minutes with Workflows’ visual builder.

  • Powerful and flexible - Workflows are deeply customizable so you can build personalized journeys that deliver real value for your customers.

  • Built for teams - Deploy Workflows that automate away repetitive tasks such as snoozing and closing conversations.

  • Meet your customers where they are - Build multilingual and omnichannel automations that support your customers anytime, anywhere, and in any language.

  • Get a head start - Leverage dozens of pre-built templates for popular use cases—from support triage to customer onboarding and CSAT.

Get started


To start a Workflow, you first choose its trigger. This can be at the start of a conversation, during a conversation, or even triggered by another Workflow.


You can choose to build a Workflow from scratch, or choose from premade templates to quickly design a Workflow based on some common use cases.

Workflows Builder

This is the visual canvas where you’ll build the steps that become a Workflow. Explore how to use the Workflows builder.

Omnichannel features

Create inbound bots over a broad range of channels, including WhatsApp, Instagram, Facebook, Email and SMS. Workflows can deflect, triage and route these inbound conversations more efficiently, while providing your customers with support on the channels they use day-to-day.


Build your Workflows using rules which aren’t customer facing and can take actions in the background, such as closing or snoozing inactive conversations in the Inbox.


Using Branches, you can configure a bot to flow to the relevant path depending on specific conditions.

Updating attributes

Collect and update customer data attributes such as name and contact details for new leads.

Open tickets

Configure tickets in Workflows to capture common requests and key details directly from your customers without involving a support rep.

Using Custom Actions

Using Custom Actions in Workflows, you can automatically update customers on their order status, or send customer request data to another support tool for reps to resolve async, and lots more.

Tagging conversations

Automatically tag conversations and assign them to the right team to speed up resolution times and assist with reporting metrics.

Passover to other bots

Manage your Workflows at scale by reusing and linking them together, making it easier and more efficient to maintain content that appears in multiple places. With reusable bots you can pass one Workflow to another, or pass to Resolution Bot.

Manage Workflows

Browse, view and manage your Workflows all from Automation. Here, you can search or filter by Audience, State, Tag, Channel and Type (customer-facing or background Workflows).


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