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Create a Workflow

A workflow is a repeatable path for a specific job — handling welcome messages, qualifying leads, routing chats, or keeping Pipelines up to date. Build one clear workflow per job so each flow is easy to test and maintain.

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When to create a workflow

  • The same inbound questions are consuming team time
  • Leads need consistent, structured qualification
  • Conversations must be routed to the right owner or queue
  • Follow-ups and field updates should happen the same way every time
  • You need to move records through Pipelines automatically via Contact → Pipeline

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How to create a workflow

1

Open Automation

Go to Workspace → Automation.
2

Start a new workflow

Click Create or New Workflow.
3

Choose the channel context

Select the channel this workflow belongs to — WhatsApp, Instagram, or Web Chat. Channel choice controls which triggers and actions are available. Confirm in Channels if you work across multiple channels.
4

Define the trigger and logic

Pick the starting Event (see Select a Trigger), then build the logic: ask nodes, conditions, message steps, field updates, and where needed, Contact → Pipeline to update Pipelines.
5

Review before activating

Check variable names (especially Contact fields mapped into Pipeline fields), test with a real contact, and verify the result in Inbox, Event Studio, and Pipelines.
Keep the flow short. If you find yourself adding many branches for different jobs, split them into separate workflows — each one is then easier to understand and to pause without affecting the others.

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Good practice

  • Name workflows so any admin understands them at a glance: WA - Lead Intake → Qualified (Contact → Pipeline) beats Test flow 3.
  • Test on the correct channel with realistic data before marking the flow active. See Manage Live Flows.
Last modified on August 28, 2026