Workflows

A workflow is a trigger plus a tree of steps that acts on a conversation. A typical scenario: the customer has been silent for two days after your reply → send a reminder → another day of silence → say goodbye and close the conversation — with conditions in between (for example, different messages for different channels or languages).

You will find workflows under Settings → Workflows. Each workflow is a card in a grid with an on/off switch, a status chip, and a menu with edit, archive, and delete actions.

Every workflow starts from one trigger with a configurable delay (at least 5 minutes):

You can also scope a workflow to specific channels — pick the exact widget, email inbox, or messenger integrations it should apply to. Leave the scope empty and the workflow starts for conversations from every channel.

Steps are chained into a tree. Five step types are available:

If / else conditions can check: Channel, Tags, Priority, Language, Reached a human (whether the conversation was escalated), Assignee, Team, and Office hours — with operators like is, is not, contains, is set, and is empty. Rules combine with "all" or "any" matching.

A workflow can hold up to 200 steps, with at most 8 if/else nodes per workflow.

Exit conditions stop a running scenario for a conversation the moment reality changes — so an automation never talks over a live conversation. You choose which of these end the run:

• The customer replies
• Someone closes the conversation
• Someone snoozes it
• A teammate takes it over

Click New workflow on the Workflows page to open the builder. Name the scenario, pick a trigger and its delay, add steps, and choose exit conditions.

The builder works create-on-save: nothing is stored on the server until you save the draft or switch the workflow on. If you leave the page before the first save, no half-finished "Untitled workflow" is left behind — the builder asks whether to discard unsaved changes.

Saving a draft and switching a workflow on are separate decisions. A draft can be incomplete; to activate a workflow it must pass validation — a name, at least one step, no empty messages, and both branches wired on every if/else. When the switch is disabled, hover it to see exactly what is missing.

Each workflow card has a switch: on means the scenario is live and starts runs for matching conversations; off pauses it. Pausing stops new runs and freezes the scenario; you can switch it back on at any time. The status chip tells you the current state:

Every workflow keeps a per-conversation run history in the builder — one row per run with the conversation it acted on, its state (Waiting, Running, Finished, Failed, Stopped), the step it is currently standing on, when it will wake up next, and why it ended — for example "Ran to the end" or that an exit condition fired because the customer replied.

Archive is the safe way to retire a workflow. Archived workflows move to a muted section at the bottom of the list, stop starting new runs, and keep their full configuration and history. From the archive you can:

• Restore — the workflow returns to the active list, but never straight to running: a previously published workflow comes back paused, a draft comes back as a draft. Switching it on again is always a deliberate action.
• Delete — permanently removes the workflow together with all of its versions and run history. This cannot be undone; a confirmation dialog suggests archiving instead if you might come back to it.

The workflow builder is included in the Business plan ($499/mo) and in the 14-day free trial (which includes the Business feature set). On Startup and Growth, attempts to create, edit, or activate a workflow are rejected by the server with a payment-required error, and the page shows an upgrade notice instead of the create button.

Your existing work is never held hostage. On any plan you can still:

• Open and read every workflow your team built
• Pause anything still running
• Archive, restore, and permanently delete workflows

Access to workflows is controlled by two permissions in the roles matrix (Settings → People → Members & roles):

By default, Owners and Admins hold both permissions; the Agent role gets view-only access — automations reply to customers on behalf of the whole workspace, so building them is deliberately not part of the default operator seat. Owners can change this for any custom role in the permissions matrix.