Workflows
Scripted conversations a brand can run — in its chat widget, on Facebook and Instagram, and on phone calls.
What a workflow is
A workflow is a scripted conversation. You decide every step: send this message, ask this question, branch on the answer, call an external service, hand the visitor to a person. Nothing is improvised, which is exactly what separates a workflow from Vex, the brand's AI agent. Vex answers freely from the brand's knowledge; a workflow follows the path you drew.
Where they live
Open Brand → (your brand) → Workflows. The permission that unlocks the page is Workflows.
One brand each
A workflow belongs to exactly one brand. It used to be attachable to several chat widgets through a picker; that picker is gone. To run the same script for another brand you copy it there.
Four channels
A workflow runs in its brand's chat widget, in its Facebook Messenger and Instagram conversations, and on phone calls — as far as its own steps allow.
Deleted with the brand
Deleting a brand deletes its workflows along with everything else the brand owns.
Built where they were always built
Opening a workflow takes you to the same builder as before, at the same web address. Only the list moved.
What the list shows
| Column | What it tells you |
|---|---|
| Name | Select it to open the workflow in the builder. |
| Trigger | What starts the workflow. "No trigger yet" marks an older workflow that was never given one; the builder shows it as No automatic start. |
| Channels | Which of the five channels this workflow can actually run on. See below. |
| Sessions | How many times it has run. The quick way to compare a brand's workflows. |
| Active | A switch. Turning it off stops the workflow without deleting it. |
| Created | When it was made. Hidden by default; turn it on in the column picker. |
Each row also carries four actions: Open in the builder, Duplicate, Copy to another brand… and Delete. You can tick several rows and delete them in one go, filter the list down to active or inactive workflows only, and start a new one with New workflow.
Create with AI, at the top of the page, lets the Copilot build a workflow for you. It opens the Copilot with "Build a new chat workflow for the brand … that:" already typed in, naming this brand; finish the sentence with what the workflow should do and send it. The Copilot creates the workflow switched off and links you to it in the builder. The button is shown to team members who have the Copilot permission.
The Active switch cannot turn a workflow on while one of its Call an API steps has no address yet. The switch flips back and the message reads "Fill in the address of every Call an API step before switching this workflow on." Open the workflow, type the address into that step, save, and switch it on again. This mostly happens to a workflow an AI built before your system had an address for the call.
A red N failed steps badge next to a name means that, in the last 24 hours, some of the workflow's Call an API steps failed or its Start a workflow steps could not start the next workflow. Open the workflow's Runs view to see why.
If other workflows start this one through a Start a workflow step, switching it off in the Active column or deleting it asks first and names them. While it is off, or once it is deleted, those workflows apologize to the visitor and hand the conversation over to your team.
Which channels a workflow can run on
The Channels column shows five icons per row. A greyed-out icon means the workflow cannot run there, and hovering it says why — in the product's own words.
- Chat widget — always available. Every workflow can run in its brand's chat.
- Facebook Messenger and Instagram — blocked by a Form step, because neither channel can display a form. The tooltip reads "Cannot run on Facebook — it contains a form step".
- Email — blocked by an Ask question, Buttons, Form, AI bot or Collect data step (Collect data is fine when it collects the customer's email — that fills itself in from the sender). A later email never continues a paused workflow, so a step waiting for an answer would wait forever. Everything an email workflow produces goes out as one email at the end of the run.
- Phone calls — blocked by a Form, Link, Buttons, Reply time, Request agent, Collect data, Ask question or Stop step, because none of those work over a voice line — and a caller cannot be answered with silence. The tooltip lists exactly that set.
Copying a workflow to another brand
Copy to another brand… asks which brand should receive the copy. Every step, branch and trigger comes across — and the copy arrives switched off, so nothing runs for anyone until you open it and switch it on. This is what replaces the old "put the same workflow on several widgets". The action is only offered when the account has more than one brand.
Duplicate is the same idea without the move: an in-place copy on the same brand, for building a variant without risking the original.
What people build with them
- Lead qualification — collect a few details and route the good ones to sales
- Support triage — answer the routine questions and escalate the rest
- Onboarding — walk a new visitor through setup one step at a time
- Feedback — ask a short set of structured questions
- Appointment booking — call your scheduling system and confirm in the chat
Getting started
Create it
New workflow on the brand's Workflows page opens a picker: start from a template — Ignore sales pitches and spam (a Stop step behind a "the sender is pitching us" trigger) or Talk to a human (a Request agent step) — or Start from scratch for an empty workflow that starts on the User says trigger. A template arrives with its trigger and steps filled in and switched off, and opens in the builder so you can read the trigger text before publishing.
Or press Create with AI and describe the workflow in your own words — the Copilot plans it, checks it and creates it switched off. See Workflow ideas and recipes.
Draw the conversation
Add message, question, button, condition and integration steps, and connect them into the paths you want.
Choose the trigger
Click the first card on the canvas, Starts when, pick what starts the workflow and, if you want, narrow it down with Only start if.
Publish it
Publish in the builder's top bar switches it on. The Active column on the list reflects it immediately. Like the Active switch, Publish is refused while a Call an API step has no address: fill that in first.