Workflow templates / Routing
Treat returning customers differently
Returning customers skip the first questions and go to a person.
Works with: Any channel, Knowledge for AI to read
How it works
- A message arrives
- Customers who already bought get a note and a person
- Everyone else is welcomed and asked what they need
Steps in the workflow: Trigger, Condition, Internal note, Change stage, Hand to the team, AI.
Who it is for
Brands with repeat customers.
Good to know
- Who counts as returning?
- A contact whose stage is customer.
- Does the AI send on its own?
- Yes, while this automation is on. It answers from your knowledge, and if it can't it tells the customer the team will reply and waits for a person.
- 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.