Building Workflows

This guide explains how to construct automations in the Workflow Builder.

1. Triggers (The starting event)

Select what event starts your workflow:

• Conversation Started: A customer messages you for the first time, or an agent initiates an outbound thread.
• Message Received: Any inbound message from a contact.
• Contact Created: A new contact record is created in your workspace.
• Ticket Status Updated: A ticket changes status (e.g., from In Progress to Closed).

2. Conditions (Filter logic)

Add conditions to target specific scenarios. You can filter by:

• Contact Details: contact.tier, contact.country, contact.preferredLanguage.
• Conversation Details: conversation.channelType, conversation.queue.
• Time: Check if the event occurred during business hours or holidays.

3. Actions (The steps to run)

Add one or more actions to execute when conditions are met:

• Assign Conversation: Route the conversation to a specific agent or queue.
• Send Message: Send a standard reply or WhatsApp Template.
• Create Ticket: Open a support ticket automatically.
• Update Contact: Update profile fields or append a tag (e.g. tag the user #inactive).
• HTTP Webhook: Send a JSON payload to an external server.

For a detailed catalog of messaging and voice action blocks, see the Workflow Action Blocks and Tools Reference.