Creating Automation Workflows

What this does

Workflows automate what happens when conversations arrive — route to the right team, add tags, send auto-responses, or escalate based on conditions.

When to use it

Create workflows when you have enough volume that manual routing becomes a bottleneck.

Step by step

1. Go to Helpdesk > Workflows
2. Click + New Workflow
3. Choose a trigger:
   • New Conversation — when a conversation is created
   • Message Received — when a new message arrives
   • Status Changed — when a conversation is resolved or reopened
4. Add conditions:
   • Channel (email, WhatsApp, etc.)
   • Keywords in the message
   • Contact attributes
5. Add actions:
   • Assign to agent or team
   • Add tag
   • Send auto-reply
   • Create ticket
6. Click Save and toggle Active

Tips

• Use keyword matching to route product questions to the right team
• Combine workflows with bots for a fully automated first response
• Review workflow run history to check they're routing correctly