Saving a workflow stores it, but it doesn't run until you attach it to a channel. A channel runs one workflow at a time, and the flow must match the channel's type.
Attach a workflow
- Open the channel's settings — WhatsApp Official or Instagram under Channel.
- Go to the Flow Automation section.
- From the dropdown, pick the workflow you want. Flows built for a different channel type appear greyed out as Not compatible.
- Click Save Flow. A checkmark confirms it's active.
To turn automation off, choose No Flow (disabled) and save again.
Use the Manage flows → link to jump back to the workflow list and edit your flow.
How Workflow and AI Agent work together
When a channel has both a Workflow and an AI Agent, the Workflow runs first. The AI Agent is only involved if your flow routes to it:
- If the flow ends at End → Human Agent, the chat goes to that agent or team.
- If the flow ends at End → AI Agent, the conversation is handed to the AI.
- If the flow ends without routing, the conversation simply stops.
The AI Agent never runs "in parallel" with a Workflow. Nothing reaches the AI until your flow explicitly sends it there with an End → AI Agent step.
What's next
- Common Workflow Patterns — proven flows to adapt
- Workflow Building Blocks — the End nodes in detail
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