Workflow

Common Workflow Patterns

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Once you know the building blocks, most real workflows are small combinations of them. Here are patterns you can copy and adapt.

FAQ auto-answer

Reply instantly to common questions, then end.

Start → First Message Text (hours, open, location) → Send Message ("We're open 9–5, Mon–Fri at …") → End → Human Agent

Add an Else path that hands off to a human for anything the keywords don't cover.

Business-hours routing

Answer differently inside and outside working hours.

Start → First Message Time (09:00–17:00, Mon–Fri) → End → Human Agent (your live team)

Start → Else → Send Message ("Thanks! We'll reply when we're back online.") → End → AI Agent

Button menu

Let customers pick where they want to go.

Start → First Message Text (hi, hello) → Message with Buttons ("How can we help?" — Sales, Support, Billing)

→ Button Response Sales → End → Human Agent (Sales team) → Button Response Support → End → AI Agent → Button Response Billing → Add Label (billing) → End → Human Agent (Finance)

Tag, then escalate

Label a conversation for reporting before passing it on.

Start → First Message Text (refund, complaint) → Add Label (priority) → Add Collaborator (Team Lead) → End → Human Agent

Notify an external system

Ping your CRM when a specific intent comes in.

Start → First Message Text (demo, trial) → Webhook (POST to your CRM) → Send Message ("Thanks — our team will reach out!") → End → AI Agent

What's next

• Building Your First Workflow — build one of these end to end
• Activating Workflow on a Channel — make it live