Workflow builder

Workflows automate recurring steps: routing, escalation, tagging, external calls. You build them as a graph instead of a linear list — branching is a first-class citizen.

Node types

Three node kinds make up every workflow:

• Trigger: Starts the workflow — e.g. conversation.created, ticket.reopened, message.received.
• Condition: Branches the path based on field comparison (tag, language, plan, visitor URL, etc.).
• Action: Does something — assigns the conversation, sets a tag, fires a webhook, sends a survey, pauses the bot.

Trigger overview

Currently 14 conversation and ticket events, each forwarding the full conversation context object to downstream nodes. Custom events can be pushed in via the REST API.

Templates

The builder ships ready-to-use templates for VIP routing, off-hours handling, SLA escalation, and URL-based auto-tagging. Templates are fully editable after import.

Test mode

Run any workflow against a test conversation without going live. The log shows which nodes fired and with what payload — handy for debugging before rollout.