Everyone in the workspace can open Workflows and see how each one is built. Only owners and admins can create, edit, switch on, switch off or delete a workflow.
What a workflow is made of
Every workflow has one trigger, which starts it, and one or more steps joined to it. A step can send something, wait, check a condition, or do a job for your team such as adding a tag. Each run is for one conversation. Some examples:- Reply to a customer who writes when you are closed.
- Thank a customer the moment they pay a payment link.
- Tell the team when a customer has been left waiting.
- Tag and assign a conversation that mentions a word you choose.
- Send a template to every open conversation with a tag, at 09:00 each Monday.
Ready-made workflows
Under Start from a ready-made workflow on the Workflows page there are four to begin from. Choose Start from this and Companion makes a copy, switched off, and opens it in the builder for you to change.
Check the wording, the hours and the member before you switch one on. They are starting points, not finished workflows.
Switched off until you switch it on
A new workflow is always switched off, whether you build it from a blank canvas, start from a ready-made one or duplicate another. It shows as Draft and runs for nobody until you switch it on. Saving a workflow never switches it on. The label on each workflow tells you where it stands:- Draft: never switched on.
- Active: switched on.
- Paused: switched off after having been on.
How many you can switch on
Your plan limits how many workflows are switched on at once. You can build and save as many as you like.
The free trial has Growth’s limits. On Starter, the Workflows page shows how many of the 5 are in use. When all 5 are on, switch one off or move up a plan to switch on another.