Workflow is Chatmo's visual flow builder. Instead of answering the same opening questions by hand, you draw a flow once — "if the customer says this, send that, then route them here" — and Chatmo runs it automatically on every new conversation.
It works on WhatsApp Official and Instagram inboxes, and it's the fastest way to handle repetitive first messages without making customers wait for a human.
What it's good for
- Greeting and triaging new conversations the moment they arrive
- Menus — show a few buttons (Sales, Support, Billing) and branch on the tap
- Business-hours routing — answer differently inside and outside working hours
- Tagging and assigning — label a conversation or hand it to a specific team
- Handing off — when the flow is done, pass the chat to a human agent or to your AI Agent
A few words you'll see
Workflows are built from nodes connected into a flow. You only need five ideas:
| Term | What it means |
|---|---|
| Flow | The whole automation — one flow per channel. |
| Node | A single step in the flow. |
| Condition | A branching point that checks what the customer did (their words, the time, a button tap). |
| Action | Something the flow does — send a message, add a label, call a webhook. |
| Routing | Where the conversation goes when the flow ends — to a human, to your AI Agent, or nowhere. |
Workflow and your AI Agent
If a channel has both a Workflow and an AI Agent, the Workflow runs first. The AI Agent only takes over if your flow explicitly routes to it (an End → AI Agent step). Think of the Workflow as the front desk: it greets and directs, then hands off only when it decides to.
This means a Workflow never "fights" your AI Agent. Nothing reaches the AI until your flow sends it there.
Before you start
Workflow is available on the Professional plan and above. If you don't see the Workflow section, you'll be prompted to upgrade.
What's next
- Building Your First Workflow — create one end to end
- Workflow Building Blocks — every node, explained
- Starting from a Template — skip the blank canvas
- Activating Workflow on a Channel — turn it on
- Common Workflow Patterns — ready-made recipes