Easily build powerful bots that talk to your customers over a broad range of channels, and create flows that automate repetitive tasks for your teammates, all in one place.
No code needed - Anyone can build and deploy automations in minutes with Workflows’ visual builder.
Powerful and flexible - Workflows are deeply customizable so you can build personalized journeys that deliver real value for your customers.
Built for teams - Deploy Workflows that automate away repetitive tasks such as snoozing and closing conversations.
Meet your customers where they are - Build multilingual and omnichannel automations that support your customers anytime, anywhere, and in any language.
Get a head start - Leverage dozens of pre-built templates for popular use cases—from support triage to customer onboarding and CSAT.
Get started
To start a Workflow, click New Workflow in the right corner.
Triggers
You can choose to build a Workflow from scratch, or choose from premade templates to quickly design a Workflow based on some common use cases.
When creating a Workflow from scratch you will choose its trigger. 👇 This can be at the start of a conversation, during a conversation, or even triggered by another Workflow.
Templates
When creating a Workflow from a premade template, you'll see the most commonly used templates highlighted.
If you hover over the template cards, you will see the options to preview or use the template immediately.
Workflows Builder
This is the visual canvas where you’ll build the steps that become a Workflow. Explore how to use the Workflows builder.
Omnichannel features
Create inbound bots over a broad range of channels, including WhatsApp, Instagram, Facebook, Email and SMS. Workflows can deflect, triage and route these inbound conversations more efficiently, while providing your customers with support on the channels they use day-to-day.
Rules
Build your Workflows using rules which aren’t customer facing and can take actions in the background, such as closing or snoozing inactive conversations in the Inbox.
Conditions
Using Branches, you can configure a bot to flow to the relevant path depending on specific conditions.
Let Fin AI Agent answer
Let Fin AI Agent jump in and answer customers whenever you choose by adding 'Let Fin Answer' to your Workflows.
Updating attributes
Collect and update customer data attributes such as name and contact details for new leads.
Open, assign or close tickets
Automate ticket actions with Workflows to capture common requests and key details directly from your customers, assign them to the right team, or auto-close them without involving a support rep.
Using Custom Actions
Using Custom Actions in Workflows, you can automatically update customers on their order status, or send customer request data to another support tool for reps to resolve async, and lots more.
Tagging conversations
Automatically tag conversations and assign them to the right team to speed up resolution times and assist with reporting metrics.
Mentioning teammates in Workflows
To improve the automation experience, you can mention teammates in Notes within a Workflow.
Pass to other Workflows
Manage your Workflows at scale by reusing and linking them together, making it easier and more efficient to maintain content that appears in multiple places. With reusable Workflows you can pass one Workflow to another to seamlessly continue without duplicating content.
Manage Workflows
Browse, view and manage your Workflows all from 
AI & Automation > Workflows. Here, you can search or filter by Audience, State, Tag, Channel and Type (customer-facing or background Workflows).
Delete Workflows
You can select and bulk delete Workflows from the list. Workflows must be paused or in draft to be deleted.
View Workflow details
You can view a high level of details for each Workflow including: title, state, updated at, updated by, sent, goal, engaged, completed, people type, created at, and first set live.
Duplicate Workflows
If you'd like to re-use a Workflow you've created with another trigger, you can duplicate it rather than create a new one from scratch.
Check out the table below to see what trigger type your Workflow can be duplicated into.
Trigger | What it can be duplicated to |
Customer visits a page Customer clicks a website element Customer opens a new conversation in the Messenger Reusable Workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Customer clicks a website element Reusable Workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Customer visits a page Customer clicks a website element Customer opens a new conversation in the Messenger Reusable Workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Reusable Workflow Customer sends their first message Customer sends any messages Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Reusable Workflow Customer sends their first message Customer sends any messages Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note | |
When a customer calls | |
Teammate sends any message | Reusable Workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note |
Reusable Workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note | |
Reusable Workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Teammate changes the conversation assignment | Reusable Workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note |
Teammate adds a note | Reusable Workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note |
A ticket is created | A ticket is created Reusable Workflow |
Teammate changes the state of a ticket | A ticket is created Reusable Workflow |
Reusable Workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment |
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