Skip to main content

Workflows

Overview​

Workflows are automated conversation flows that guide customers through structured interactions. Each workflow is a sequence of steps — such as sending messages, asking questions, routing to teams, or invoking AI agents — that execute automatically when a customer starts a conversation on a connected channel. This page lets you create, view, copy, and manage your workflows.

How to Access​

  • Navigate to Tools > Workflows
  • Required role: Admin

Interface Overview​

The Workflows page displays:

  • A header with the page title and an + Add New button
  • A list of workflow cards, each showing:
    • The workflow name
    • The number of active sessions (conversations currently in this workflow)
    • A dropdown menu with Edit, Copy, Delete, and Deactivate Sessions options
  • A back arrow to return to the previous page

Features & Actions​

Create a New Workflow​

What it does: Creates a new empty workflow and opens the workflow editor where you can design the conversation flow.

Steps:

  1. Click the + Add New button
  2. Enter a Name for the workflow in the dialog
  3. Click Submit
  4. You will be redirected to the workflow editor to design the flow

Important notes:

  • The workflow name is required and cannot be empty
  • New workflows start with no steps; you build the flow in the editor

Edit a Workflow​

What it does: Opens the workflow editor where you can modify the conversation flow and settings.

Steps:

  1. Click on the workflow card, or click the menu icon (three dots) and select Edit
  2. You will be taken to the workflow editor

Copy a Workflow​

What it does: Creates a duplicate of an existing workflow, including all its steps and configuration.

Steps:

  1. Click the menu icon (three dots) on the workflow card
  2. Select Copy
  3. Enter a name for the copy
  4. Click Submit
  5. The new workflow appears in the list

Important notes:

  • The copy is independent of the original — changes to one do not affect the other
  • Active sessions are not copied; the new workflow starts with zero sessions

Delete a Workflow​

What it does: Permanently removes a workflow and its configuration.

Steps:

  1. Click the menu icon (three dots) on the workflow card
  2. Select Delete
  3. Confirm the deletion by clicking Delete

Important notes:

  • This action cannot be undone
  • If the workflow is assigned to a channel, that channel will no longer have an automated flow
  • Active sessions in this workflow will be terminated

Deactivate Sessions​

What it does: Ends all active conversation sessions currently running in this workflow without deleting the workflow itself.

Steps:

  1. Click the menu icon (three dots) on the workflow card
  2. Select Deactivate Sessions
  3. Confirm the action

Important notes:

  • This stops all in-progress conversations in the workflow
  • The workflow remains available and can continue to start new sessions
  • Use this when you need to reset all active conversations (e.g., after making significant changes to the flow)

Fields Reference​

FieldDescriptionRequiredNotes
NameDisplay name for the workflowYesMust not be empty
Active SessionsNumber of conversations currently in this workflowRead-onlyShown on the card

Important Notes​

  • Workflows are executed when a customer initiates a conversation on a channel that has the workflow assigned
  • Each workflow tracks its active sessions count in real time
  • Deleting a workflow removes all its steps and configuration permanently
  • Copying a workflow creates a full duplicate with a new name and zero active sessions
  • Workflows are connected to messaging channels through channel configuration

FAQ​

Q: How do I assign a workflow to a messaging channel? A: Go to the channel settings (e.g., WhatsApp, Facebook) and select the workflow you want to use for incoming conversations.

Q: Can I have multiple workflows active at the same time? A: Yes. Different channels can use different workflows, and you can have as many workflows as you need.

Q: What happens to active sessions when I edit a workflow? A: Existing sessions continue with the version of the workflow they started with. New sessions will use the updated version. Use "Deactivate Sessions" if you want all conversations to restart with the new flow.

Q: What is the difference between deleting a workflow and deactivating its sessions? A: Deleting removes the workflow entirely. Deactivating sessions only stops the active conversations but keeps the workflow available for future use.