Features
Automations you can see, test and trust
A workflow starts on something that happens, checks who it is for, then runs steps: send a message, ask a question, wait, branch, assign, call your own system. Build it on a canvas, play it with a pretend customer, and read every run afterwards.
Get startedOn Pro and Agency.
From an idea to a live workflow
- 1
Pick what starts it
A new chat, a customer message, a ticket changing state, no reply for two days, a rating, a comment, a schedule, or a click of your own.
- 2
Say who it is for
All-of and any-of groups on the person, the channel, the language, tags, opening hours, priority and more, with a live count of who matches now.
- 3
Add the steps
Messages, questions, waits, branches, buttons, assignments, notes, the AI agent, a webhook. Each step has its own form and tip.
- 4
Test, then publish
Play it as a pretend customer, see what other workflows overlap, and publish. Where your workspace asks for it, a second person approves first.
What a workflow can do
All of this is in the app today, on the website. On the phone you can pause, resume, approve and read workflows; building happens on a computer.
- Triggers
- Chats, messages on every channel, comments, mentions and reviews, ticket changes, no reply for a time, ratings, service targets, opening and closing hours, a person identified, a tracked event, a page visited, a schedule, a webhook, the API, or by hand.
- Conditions and goals
- Nested all-of and any-of groups on the audience, on single steps, on a goal and on leaving early. The goal is counted when someone reaches it.
- Steps
- Send a message or email, ask a question and save the answer, wait in business hours or not, branch two or many ways, split A and B, assign, set priority, state, tags and details, add a note, notify the team, ask for a rating, close.
- Assignment
- A person, a team, round robin, the person with the fewest open conversations, or the last person who spoke with them.
- Your own systems
- Call a webhook or an API and use the answer. Secrets are kept encrypted and never shown again.
- AI steps
- Hand the conversation to the AI agent with instructions and take it back on a condition. Or sort and answer from your help centre.
- Templates
- Twelve ready workflows, in English and French: collect an email when you are away, route by topic, nudge a stale ticket, follow up a bad rating, escalate on a negative message.
- Versions and approval
- Draft and live versions, a difference view, restore, and approval by a second person where you ask for it. Every change is in the activity log.
- Run history
- Every run is traced step by step. Failed runs are listed, and you can retry from the step that stopped. History is kept 90 days unless you choose from 7 days to 2 years.
On Pro and Agency
Workflows come with Pro and Agency, with the API to run them from your own code. Describing a workflow in words uses an AI credit each time.
Questions
Can I build one by describing it?
Yes. Write what you want in English or French. The AI shows its plan in words first, then builds a draft. It is never published for you, and you can play it with a pretend customer before touching it. An owner can switch this off.
What stops a workflow from looping or flooding people?
Workflows started by each other stop after five in a row, and a run is limited to 200 steps. Each workspace has its own limits, so one busy workspace never slows another. A workflow that fails 20 times in an hour pauses itself and the team is told.
What happens to the automations I already have?
Inbox rules, automatic replies, time automations, the chatbot menu and AI sorting run as workflows that follow their settings screens. They behave as before.
Can my own code start a workflow?
Yes. The API and the connector for AI assistants can list, create, publish, pause and run workflows, and webhooks tell you when a run starts, a step is done, a goal is reached or a run fails.
Do workflows email people?
They send on the conversation’s own channel, or an email from the brand’s support address. People who opted out are respected.
Build your first workflow today
