Workflow templates / Support
Hand new conversations to a person
Every new conversation lands with a person, with a note saying why.
Works with: Any channel
How it works
- Someone messages you for the first time
- A note records the reason
- It is assigned to the team. Your routing rules when you have them
Steps in the workflow: Trigger, Internal note, Hand to the team.
Who it is for
Brands that want a human on every chat.
Good to know
- Who gets it?
- Your hand-off router in Settings → Routing, otherwise the brand owners.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.