Create a Workflow

To create and modify workflows:

1. Click on the "[+ Create New Workflow]" button in the top right corner to start creating a new workflow.

2. Use the recipes shown on the initial screen to easily follow existing workflows. If you don't find what you need, click "[+ Create New]" at the top to create a workflow from scratch.

When setting up a workflow for the first time, you can easily get started with a recipe.Templates are available for both chat and call support, so you can quickly choose one that fits your needs. Each recipe is designed around specific support scenarios, making it easy to find the right setup.

Here are a few examples:

• Automate responses using ALF

• Collect key information before connecting to an agent

• Send targeted messages based on conditions during a conversation

• Gather customer feedback after a conversation

You can also use keyword search to quickly find the right recipe.With one click, the default settings are applied, and you can customize the messages, tags, and more to suit your workflow.

Recommended recipes are suggested based on:

• Recently Added

• Popular by Industry

• Frequently Used in Chats

Click the "[+ Create New]" button to start creating your workflow from scratch. Below, I'll explain how to set up triggers and build the workflow step by step.

Selecting triggers determines when your workflow will activate based on specific situations.

For detailed explanations of each trigger, please refer to the Trigger Guide. (→ Learn more about Trigger)

You can change the trigger of an existing workflow. This is useful if you selected the wrong trigger initially or want to duplicate the workflow with a different trigger.

• Click on [Trigger], then click the trigger change icon and select the new trigger. A new workflow will be created based on your selection.

Trigger changes are only available between chat-type triggers.

(Changing triggers between chat and call workflows is not supported.)

When changing triggers, existing trigger settings will be remained; however, any settings not supported by the new trigger will be reset to their default values.

• For example, if you change the trigger from “Start a new chat via chatbot” to “When a chat is in queue,” the waiting time will be reset to the default value of 1 minute.

Once you've selected a trigger, you can use filtering to set detailed conditions and operational settings for when your workflow should activate.

You can configure which customers the workflow applies to based on customer information and consultation details. You can restrict the workflow to operate only on specific pages or schedule it to run during specific times. Additionally, you can set up the bot profile that the workflow will use.

Once you’ve selected a trigger, you can configure detailed conditions and operational settings through filtering to control when the workflow runs.

You can specify which customers will see the workflow based on their information and the chat details.

For example, you can set the workflow to activate only on specific pages or during certain time periods by scheduling it. Additionally, you can select the bot profile used in the workflow.

Changes are applied immediately. If you want to revert to a previous version, please use the undo feature. (→ View undo feature)

Once you've completed setting up the trigger, you'll see the editor screen where you can design the customer journey they'll experience. Let's configure the actions for the first step. If you're unsure what to choose, you can refer to recommended actions.

Action Selections

A single step can include multiple actions, which are executed in the order they are set.

There are three main types of actions: Content Actions, Next Step Actions, and Background Actions. For details on each action type, please refer to the Action Guide. (→ Learn more about Actions)

Adding a Step

After completing a step, you can either end the workflow or add the next step.

If you want to create and connect a new step, you can:

• Click the step arrow to create and connect a step with the desired actions, or

• Click [+ Create New Step] at the bottom of the existing step’s settings panel to create and connect a new step.

If you want to connect to an existing step, you can:

• Drag and drop the connection line directly to the target step, or

• Select the step to connect from the list shown when you click [Next Step] in the right settings panel.

Move and Duplicate Steps

You can select one or more steps to move them, and you can duplicate steps by clicking the duplicate icon or using keyboard shortcuts:

• Mac: cmd + C, cmd + V

• Windows: ctrl + C, ctrl + V

Convert Steps to Modular Workflow

You can select one or more steps and convert them into a modular workflow all at once. (→ Modular Workflow Guide)

Delete Action or Step

• Clicking the X button in the top right corner of an action within a step will delete that action. If you delete all actions in a step, the step itself will be automatically deleted, and any connections to other steps will be removed.

• You can click on a connection line between steps and press the delete key to unlink them.

  

Check Steps with Errors

If a message is empty or an action is missing, an orange exclamation mark icon will appear next to the step name.

• View all steps in a list and click any step to jump directly to it and focus on it.

• View Error Steps: Steps with errors are highlighted in orange, helping you quickly identify problematic steps. You can also click the More (⋮) button to filter and view only error steps.

• Search Steps: Quickly find steps by searching step names, message content, or filtering by action type. Click the [Search Settings] button to customize search criteria and filters.

• Duplicate Steps: Select specific steps to duplicate when you want to reuse the same content.

• Convert to Modular: Select multiple steps to convert them into a modular workflow or delete them all at once. (→ Modular Workflow Guide)

In the workflow editor, you can customize your screen by selecting only the elements you need. Choose and combine preview, step list, and canvas views to suit your workflow editing preferences.

You can easily toggle view settings using keyboard shortcuts:

• Preview: [Mac] cmd + shift + 1 | [Windows] ctrl + shift + 1

• Step List: [Mac] cmd + shift + 2 | [Windows] ctrl + shift + 2

• Canvas: [Mac] cmd + shift + 3 | [Windows] ctrl + shift + 3

When adjusting view settings, at least one of either the 'Step List' or 'Canvas' must be enabled. Both cannot be turned off at the same time.

Here are some convenient features to easily modify your workflow settings:

1. Undo / Redo

• You can revert to a previous version or redo changes by clicking the icons or using keyboard shortcuts.

• Undo: [Mac] cmd + Z, [Windows] ctrl + Z

• Redo: [Mac] cmd + shift + Z, [Windows] ctrl + shift + Z

2. Zooming and Navigating the Canvas

• If the icon shows a hand, click and drag to move the canvas to your desired position. If the icon shows a pointer, you can select and edit specific workflow steps.

  • Tip: Quickly switch to the pointer by holding Space and dragging.

• Use the + and – buttons or the zoom percentage to adjust the view to your preferred scale.

• Click the “View all” icon to see all steps at once.

3. Edit Button

• Connector Style: Choose between straight or curved lines to connect workflow steps.

• Organize Step Blocks: Arrange step blocks for better visibility. You can choose horizontal or vertical alignment, and unconnected steps will be automatically placed on the right.

• Bulk Update Buttons: Change the next step connection for all steps with the same name at once.

4. Help Button

• Find all the shortcuts, user guides, recipes, and video tutorials you need for setting up workflows. If you run into any issues, just click the Help button to access the relevant guides quickly.

During editing, changes are typically automatically saved as drafts by default. If you prefer not to use this feature, you can disable automatic saving and opt for manual saving instead. When automatic saving is turned off, you'll need to press the "Save Draft" button to save your changes.

Once you've finalized all your settings, you can apply them by pressing the "Publish" button. This action will make your changes live and active.

If you manage multiple channels, you can duplicate workflows created in Channel A to Channel B. Easily apply your carefully crafted workflows to other channels as needed.

1. Export Workflow

• In Channel A, where the workflow you want to duplicate exists, go to [Workflow] → [List] and select the workflow.

• Then, click the [...] button at the top right of the workflow details page and copy the generated string* through the [Export Workflow] option.

  (*The string will expire in 10 minutes for security reasons.)

2. Import Workflow

• Copy the exported string, go to Channel B, and paste it to upload the workflow.

• Click [+ Create a Workflow] (top right), select [Import], and paste the copied string to complete the upload.

  

For published workflows, you can copy the customer link by clicking the [Link Button] at the top and selecting [Copy Customer Link] to share it with customers.

Copying the workflow link is only available for workflows triggered by “Start a new chat via chatbot”

If only third-party messengers are selected under [Trigger Settings] → [Filter Integrations], copying the link is not supported.

You can preview a workflow in the draft state before publishing, as long as there are no error steps. Use the [Step List] button at the top right to switch between the preview and the step list views.

Through the preview, you can experience the workflow flow from the customer’s perspective and verify that it works as intended according to your scenario.

• If you enable background action view, you can see background actions like tag attachment or branch connections. This feature is only available in the preview to help you understand the workflow; these actions are not visible on the customer’s screen.

• When auto-save is enabled, the preview reflects your most recent changes.

When your workflow status is "Active" or "Ended," you can make edits by clicking the "Edit" button in the top right corner. After making your changes, be sure to save them, then press the "Publish" button to apply the updates and make them live.