Workflow examples
Last updated: September 9, 2026
Here you will find practical examples of common automations.
1. Automatically tag VIP customers
When a message is received from a known VIP customer, the conversation is tagged and prioritized.
| Setting | Value |
|---|---|
| Event | message.received |
| Condition | message_content contains "enterprise" |
| Actions | add_tag "vip", set_priority "high" |
2. Route billing requests to billing team
Messages related to billing are automatically assigned to the billing department.
| Setting | Value |
|---|---|
| Event | message.received |
| Conditions | message_content contains "rechnung" OR Workflow 2: message_content contains "billing" OR Workflow 3: message_content contains "zahlung" |
| Actions | assign_department (Billing), add_tag "billing" |
Note: Since Conditions are AND-linked, create three separate workflows with the same Actions for OR logic.
3. Increase priority when unassigned
When a new conversation is not assigned, the priority is increased and a notification is sent after creation.
| Setting | Value |
|---|---|
| Event | conversation.created |
| Condition | assigned_user_id is_empty |
| Actions | set_priority "high", send_notification (Manager-ID, "New unassigned request!") |
4. Auto-tag based on widget
Automatically tag conversations from a specific widget (e.g., sales landing page).
| Setting | Value |
|---|---|
| Event | conversation.created |
| Condition | widget_id equals "3" |
| Actions | add_tag "sales-lead", assign_department (Sales) |
5. Escalation on keywords
Immediately notify on certain escalation keywords.
| Setting | Value |
|---|---|
| Event | message.received |
| Condition | message_content contains "beschwerde" |
| Actions | set_priority "urgent", add_tag "escalation", send_notification (Manager-ID, "Complaint received!") |
| Stop on Match | Yes |
6. Follow-up after closure
Send a system message after closing a high-priority conversation.
| Setting | Value |
|---|---|
| Event | conversation.closed |
| Condition | conversation_priority equals "high" |
| Actions | set_metadata ("follow_up_needed", "true") |