Workflows

A workflow is "when this happens, and these conditions are true, do these actions".

Triggers

• A new conversation reaches the team
• The customer writes again
• A teammate replies
• The conversation is closed
• A tag is added
• The customer is waiting for N minutes
• The customer is silent for N minutes

Conditions

Channel, priority, assignee, team, tag, contact type, email or language, page, message text, custom attribute, office hours, and conversation type.

Actions

Assign to a teammate or team, unassign, add or remove a tag, set the priority, reply as the bot (saved-reply variables work), add an internal note, close, snooze, or send a webhook.

Run log

Every workflow keeps a log of when it ran. Workflows protect themselves against loops.