Settings
Name a workflow, choose what starts it, and narrow down who it starts for.
Base Settings
The Settings tab of the workflow builder holds everything about the workflow that is not a step. It has these fields, in this order:
Name
string required
A descriptive name for the workflow, so you can find it in the brand's Workflows list. Saving fails without one.
Brand
display
Which brand this workflow belongs to. Read-only. The screen explains why: "This workflow belongs to this brand and can run in its chat, on Facebook and Instagram, and on phone calls. To use it on another brand, copy it from the Workflows page."
Select trigger
select
What starts the workflow. The six choices are described below.
Trigger settings
group
The chosen trigger's own options. Only appears when the trigger has any.
Trigger query
query
An extra filter that must also match before the trigger fires, built with the query builder described at the bottom of this page.
Delete workflow
action
Deletes this workflow and everything it collected. You confirm first, and afterwards you land back on the brand's Workflows page.
There is no Active checkbox here, and no widget picker. A workflow is switched on and off with the Publish / Unpublish button in the builder's top bar, next to Save, and the result shows up in the Active column of the brand's Workflows list. The old Select widgets multi-picker is gone entirely — a workflow belongs to one brand now, and you copy it to reach another one.
The permission for all of this is Workflows.
Triggers
A trigger decides when the workflow starts by itself. Each type reacts to a different visitor action and brings its own settings.
Visit
Fires when a visitor first arrives on your website or begins a new browsing session.
This trigger activates when:
- A visitor loads your website for the first time
- A visitor returns after more than 30 minutes of inactivity
- The visitor's session starts (page load or refresh)
Trigger Settings:
- Conditions: how often the workflow may fire for the same visitor
User says
Fires when a visitor's message matches an intent you describe in plain language.
This trigger reads the visitor's message and works out what they meant, which suits things like:
- Asking for a human
- Specific questions about a product or service
- Signs of frustration or urgency
Trigger Settings:
- Intent Description: describe the kind of message that should start this workflow
- Parameters: pull specific values out of the visitor's message (optional)
Online since
Fires once a visitor has been continuously active for a number of minutes you set.
This trigger watches how long someone stays engaged and fires when:
- A visitor has been actively browsing for the length of time you set
- The session has run without long gaps of inactivity
- You want to reach people who are clearly spending time with you
Trigger Settings:
- Minutes: how many continuous minutes the visitor must be active
- Conditions: how often the workflow may fire for the same visitor
This is the one for genuinely engaged visitors — someone still reading after several minutes is telling you something.
Chat open
Fires when a visitor opens the chat widget.
This trigger activates whenever:
- A visitor clicks to open your chat widget
- The chat interface becomes visible to them
Trigger Settings:
- Conditions: how often the workflow may fire for the same visitor
Start manually
The workflow never starts itself. You start it, from the dashboard or through the API.
This trigger gives you full control over when the workflow runs:
- Start it programmatically through the API
- Start it by hand for testing
- Wire it to an external system or event
Trigger Settings:
- Nothing to configure — this trigger is always ready to be started
A manually started workflow now also runs when a human agent is already on the conversation. Until recently every workflow, manual ones included, was blocked the moment an agent was assigned, which meant manual workflows quietly did nothing. Only automatic triggers stay suppressed while a person is handling the chat.
Chat minimize
Fires when a visitor closes or minimises the chat widget.
This trigger activates when:
- A visitor clicks minimise or close on the chat widget
- The chat interface is hidden from view
Trigger Settings:
- Conditions: how often the workflow may fire for the same visitor
Trigger Conditions
Every trigger except the manual one carries a frequency setting:
Send once for a unique visitor
select
The workflow fires once per visitor, however many times the event happens.
Unlimited (send on each click)
select
The workflow fires every time the event happens, with no restriction.
Send once per 24 hours
select
The workflow fires at most once a day per visitor, even if the event happens repeatedly.
Query Builder
Advanced targeting lets you build complex conditions from visitor data, behaviour and website context.
The query builder adds filters that must also be satisfied before the trigger fires. Combine several with AND/OR logic across:
- Visitor Information: country, email, session count and so on
- Widget Status: whether agents are online or offline
- Custom Events: page views, button clicks, form submissions
- Time-based: first visit, time on page and similar
Use it to keep a workflow aimed at one specific segment instead of firing at everyone who trips the trigger.