Give every conversation a clear next step
Connect events, conditions and actions into a workflow: route conversations, collect customer details, reply and hand off to the team. Test the path before using it with customers.
Three parts of a workflow
| Part | Purpose | Illustrative example |
|---|---|---|
| Trigger | The event that starts a run. | An incoming message or supported status change. |
| Conditions | The cases that qualify for the path. | Channel, label or contact details. |
| Actions | What happens when conditions match. | Assign a team, update data or perform an available action. |
Example: following up a sales enquiry
An enquiry arrives through a connected channel. The workflow checks required information, a configured agent collects initial details, and the conversation moves to the right team with its context.
- Define required details: service, branch and follow-up preference.
- Create clear branches and a fallback for missing information.
- Keep human handoff available for unsupported cases.
- Test waiting and follow-up where supported by workflow steps.
Prepare, test, then enable
Start with one path
Choose a recurring task, its trigger, desired result and exception owner.
Configure data and actions
Connect only the necessary fields and integrations; review what the agent can change.
Test different outcomes
Try success, missing information, a failed integration and a request for a human.
Inspect the run
Check the trigger, selected branch and resulting action, then enable and review the workflow.
Connect systems inside the same workflow
Use available integrations and webhooks to connect operational systems. Define data direction, duplicate handling and failure behavior before activation.
Common questions
How is routing different from a workflow?
Routing determines ownership. A workflow combines routing with conditions, actions and follow-up steps supported by your setup.
Does AI replace automation rules?
Rules organize the path; AI handles language, knowledge and permitted actions. They can work together with a human handoff.