Use Automation when you want a repeatable response path instead of manual handling for every conversation.
Why this page matters
Workflows reduce manual effort and create consistent handling for common situations such as welcome flows, routing, first replies, follow-ups, and qualification logic.
What you can do
- create a new automation
- define the channel it belongs to
- build the logic that should run after the trigger fires
- prepare the workflow for testing and activation
How to use it
- Open Automation.
- Start a new workflow.
- choose the correct channel context.
- define the trigger and flow logic.
- review the workflow before moving it into active use.
When to create a workflow
- repetitive inbound questions are taking team time
- leads need structured qualification
- chats must be routed to the right owner or queue
- follow-up steps should happen consistently
Best practice
Build one clear workflow for one clear job. Small, focused automations are easier to test and maintain than one oversized flow. Last modified on April 24, 2026
