Workflows

Workflows let you chain multiple actions together. Instead of setting up individual triggers and responses, you build a flow that handles complex scenarios end to end.

How workflows work

A workflow is a sequence of steps:

Trigger → Condition → Action → Condition → Action → ...

For example:

Customer places order
  → Wait 7 days
  → Send reorder reminder
    → Customer replies "YES"
      → Create order
      → Send confirmation
    → Customer doesn't reply
      → Wait 3 more days
      → Send second reminder with discount

Creating a workflow

Go to Automation → Workflows in your dashboard.

1. Click Create Workflow
2. Name your workflow
3. Add a trigger (what starts the workflow)
4. Add steps (actions and conditions)
5. Test the workflow
6. Activate

Workflow builder

The visual builder uses a drag-and-drop interface:

┌─────────────────────────────────────────┐
│  Trigger: Order Placed                  │
│         │                               │
│         ▼                               │
│  Wait: 7 days                           │
│         │                               │
│         ▼                               │
│  Send: Reorder Reminder                 │
│         │                               │
│    ┌────┴────┐                          │
│    ▼         ▼                          │
│  Reply:    No Reply:                    │
│  "YES"     Wait 3 days                  │
│    │         │                          │
│    ▼         ▼                          │
│  Create    Send 2nd                     │
│  Order     Reminder                     │
└─────────────────────────────────────────┘

Workflow templates

Start with pre-built templates:

Template	Description
Welcome sequence	Greet new customers, introduce your brand
Reorder reminder	Follow up after purchase
Abandoned cart	Recover abandoned carts
Win-back	Re-engage lapsed customers
VIP nurture	Special treatment for high-value customers
Post-purchase	Collect feedback and reviews

Steps

Every workflow step is one of:

Actions

• Send message — send a WhatsApp message to the customer
• Send template — send a pre-approved message template
• Add tag — tag the contact
• Remove tag — remove a tag
• Assign — assign conversation to a team member
• Update contact — change contact fields
• Create order — place an order on behalf of the customer
• Webhook — call an external API

Conditions

• Wait — pause for a set time (minutes, hours, days)
• If/else — branch based on conditions:
  • Customer replied
  • Customer clicked a link
  • Order value above/below threshold
  • Contact has/doesn’t have a tag
  • Day of week
  • Time of day

Controls

• End workflow — stop the sequence
• Repeat — loop back to a previous step
• Parallel — run multiple steps simultaneously

Monitoring

Track workflow performance in Automation → Workflows → Analytics:

• Active instances — customers currently in this workflow
• Completed — customers who finished the workflow
• Conversion rate — % who completed the desired action
• Drop-off points — where customers leave the workflow
• Revenue generated — sales attributed to this workflow

Tips

• Start simple — 2-3 steps is enough for most use cases
• Test thoroughly — use Test Mode before going live
• Set time limits — don’t let workflows run forever
• Monitor drop-off — if customers leave at a specific step, fix that step
• Respect frequency caps — don’t message too often

Next steps

• Triggers — what starts a workflow
• Actions — what happens in a workflow
• The Retainer — repeat order automation