Build the workflow, then test it.
Try it on yourself before a real customer ever sees it.
Reach the right person, then handle the reply.
Build a response as a clear sequence of triggers, steps, and conditions. Rehearse the path before it reaches customers, then see each run and where it stopped.
Drag steps onto a canvas and connect them
Send, wait, branch, assign, tag and update the contact
Test a workflow before it goes live
Starter templates for common jobs
What makes the journey work
Steps that do real work
A workflow is only useful if it can change something. The step set covers messaging, state and data, not just replies.
- Send a message on the customer's channel
- Wait for a period, or branch on a condition
- Set a lifecycle stage, assign an owner, add an internal comment
- Set a contact attribute or create a linked record
- Hand the step to the AI with a goal to accomplish
Rehearse before you ship
Testing shows which path a workflow will take before it reaches a customer. It runs the logic and reports the path without sending anything.
- Dry run against test input
- Step by step path reported
- No customer contact during a simulation
More capabilities
Pick a trigger
Decide what starts the workflow: an inbound conversation, a lifecycle change, a tag, or a recorded customer event.
Lay out the steps
Place steps on the canvas and connect them. Positions are saved with the workflow, so it looks the same to whoever opens it next.
Simulate it
Run the workflow against test input and read what it would do, step by step, without a single message reaching a customer.
Turn it on
Activate the workflow. Any message it sends goes through the same consent, reply-window and approval checks as a message sent by a person.
Templates for the common shapes
A library of starting points covers the jobs most businesses automate first, so a workflow starts from a useful structure.
- Order status replies
- Follow-up on an unpaid order
- Win-back for lapsed customers
- Cash on delivery order confirmation
- Feedback requests after a resolution
The same guardrails as everything else
An automated send still passes the same consent, suppression, reply-window and duplicate checks as a message typed by a person.
- Consent and suppression screened per recipient
- The reply window checked before a send is attempted
- The message you approved is the message that sends
- Every automated send in the activity history
Scheduled and recurring runs
Workflows react to events. Campaigns cover the calendar side with scheduled and recurring sends, including each recipient's time zone.
- Scheduled and recurring campaigns with an end condition
- Each recipient's time zone for a local send time
- Segments shared between workflows and campaigns
Good to know
- Cart abandonment workflows need your store connected, so the event has somewhere to come from.
- Templates for win-back and reactivation start from a segment you choose. They do not fire on their own.
- A workflow can propose and send messages. It cannot take a payment or change an order in an external system.
Questions buyers ask
Do I need to write code?
No. Workflows are built by placing steps on a canvas and connecting them, and the layout is saved with the workflow.
Can I test before customers see it?
Yes. A test runs the workflow against sample input and reports what it would do without sending any message.
What can a workflow change?
It can send a message, wait, branch on a condition, set a lifecycle stage, assign an owner, add an internal comment, set an attribute or create a record.
What starts a workflow?
Trigger rules on the workflow: an inbound conversation, a lifecycle change, a tag, or a recorded customer event.
More questions
- Can a workflow ask the AI to handle a step?
- Yes. A step can hand the conversation to the agent with a goal, and the agent answers from your knowledge base and records as normal.
- Do automated messages respect opt-outs?
- Yes. They pass the same consent, suppression and conversation window checks as any other outbound message.
- What is the difference between a workflow and a sequence?
- A sequence is a timed series of messages with exit rules. A workflow is a branching set of steps that can also change records and assign work.
- Can I start from a template?
- Yes. A library of starting points covers common jobs like order status, unpaid order follow-up and win-back.
Bring customers back with timely follow-ups.
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