Workflow
Design a conversation journey by connecting blocks on a visual canvas.
When to use it
Use a workflow for menus, data collection, routing, agent handover, tickets and feedback.
Where to find it
Click here: Bots → select a bot → Operation → Workflow
Step-by-step instructions
Click here: Bots → select a bot → Operation → Workflow
Enter a flow through its bot
In Flows List, click an existing flow name (3) to open the editor. + Add new flow (2) is the entry for a new draft.
On this image, 1 marks the Operation / Workflow menu area; 2 is + Add new flow; 3 is the first flow-name row.Click to enlarge Click here: Bots → select a bot → Operation → Workflow → select a flow → START
Find START and the status bar
START (2) shows Channel and Keyword. The node toolbar is at 1; the top-right status control is at 3. This existing flow contains messages, Form submit and API Call; a new flow will not automatically contain these blocks.
On this image, 1 is the node toolbar; 2 is START; 3 is the top-right Unpublished status control. Save changes and Preview are beside it.Click to enlarge Click here: Bots → select a bot → Operation → Workflow → select a flow
Use the left node toolbar
Find BUTTON and FLOW on the editor’s left (1). Drag the needed block onto the canvas, then select it to configure its content. This is a toolbar close-up. The 29 block types below are a reference list, not blocks already present on this canvas.
On this image, 1 is the BUTTON / FLOW node toolbar on the left, not a separate settings page.Click to enlarge Click here: Bots → select a bot → Operation → Workflow → select a flow → Save changes → Preview
Connect, save and preview
Connect START to the first block and check each button output and condition branch. Save, then test routes with Preview; previewing does not verify trigger conditions. Publishing affects customers and should follow your company’s review process.
Block reference (29 types): expand a group to browse by purpose. This is not a list of blocks on the current canvas; availability depends on your workspace.
Block reference | 29 documented types
Choose a category by purpose, then read the block’s Setting and Introduction in the editor. This reference does not guarantee every block is available in your workspace. Verify AI, notification and external-system steps with the necessary connections in place.
BUTTON 2
- Text & image
- Send text and images
- Message with actions
- Offer a message with action buttons
FLOW 23
- Saved flow
- Call a published flow
- Collect feedback
- Collect basic feedback
- Collect Feedback V2
- Collect ratings and feedback topics
- Notify agent
- Configure an agent-notification step
- Turn off auto reply
- Turn off auto reply for this chat
- Close conversation
- Close the conversation
- Conversation language
- Offer a language choice
- Form submit
- Collect a form submission
- Recap chat message
- Add a conversation recap step
- Frequent question
- Offer FAQ buttons
- Capture customer info
- Collect contact information
- Create ticket
- Create a customer ticket
- Auto-tag
- Choose tags automatically
- Set tag
- Apply selected tags
- Follow-up conversation
- Add a follow-up question
- Select Category
- Offer issue categories
- Auto-assign agents
- Assign the chat to a team
- AI agent
- Use AI service with handover paths
- Route
- Route by a variable’s value
- Branches
- Branch on conditions
- Send ticket form
- Send a ticket form
- A/B testing
- Split traffic between two paths
- Wait for next block
- Pause before the next block
DEV 4
- Condition
- Evaluate a true/false condition
- API call
- Call an external system
- AI Instruction
- Use an AI instruction and a result variable
- Wait for customer chat
- Wait for customer input and save it