Workflows & Automation

Build visual automations to handle repetitive tasks and route conversations.

Understand how workflows automate your customer support operations.

Learn about the events that can start a workflow, trigger configuration options, and conditions you can apply.

Detect visitor engagement patterns like rage clicks, idle time, and form frustration to trigger proactive workflows.

A quick reference of all 10 workflow step types and what each one does.

Send a static text or AI-generated reply to the customer during a workflow.

Collect and validate customer input with different question types and optional timeout handling.

Route conversations down different paths based on contact fields or workflow variables.

Execute an integration action like looking up a Shopify order or processing a Stripe refund.

Assign the conversation to a specific user, team, AI agent, or use automatic distribution.

End the conversation and mark it as resolved.

Pause the workflow for a specified duration before continuing.

Route conversations based on whether the current time falls within your business hours.

Loop back to a previous step in the workflow to retry or repeat a sequence.

Start another workflow from within the current one to reuse common automation sequences.

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