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, or "No trigger yet" for a half-built one. |
| Channels | Which of the four 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.
Which channels a workflow can run on
The Channels column shows four 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".
- Phone calls — blocked by a Form, Link, Buttons, Reply time, Request agent, Collect data or Ask question step, because none of those work over a voice line. 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 an empty builder straight away.
Draw the conversation
Add message, question, button, condition and integration steps, and connect them into the paths you want.
Choose the trigger
On the builder's Settings tab, pick what starts it and, if you want, narrow it further with a query.
Publish it
Publish in the builder's top bar switches it on. The Active column on the list reflects it immediately.