Build useful conversation workflows

Start with one outcome your team needs, then build and test that path. These recipes use the controls in Workflows; adapt the conditions and destinations to your own workspace.

Choose an agent and a trigger when creating the workflow. Recipes that choose who handles a conversation use Email conversation started or Widget conversation started, which run once per conversation. Customer email received and Customer Widget message received run on every customer message, including replies, and cannot assign.

Route priority customers to a specialistCopy Anchor Link

Use this when your workspace already supplies a reliable support-level field and a specialist team handles those requests.

1. Create the workflow with Email conversation started or Widget conversation started, then add a Condition using Contact Fields. Enter the exact Contact Field Key, such as supportLevel, and choose the correct Value Type.
2. Compare it with the value supplied by your integration, such as priority.
3. On Matches, add Set conversation priority and choose the appropriate priority.
4. Add Assign to user. Choose Distribute among teammates, then the distribution method and specialist group under Participants.
5. On Does not match, add Assign to AI if ordinary requests should receive an AI answer. See the last recipe for what happens when the AI hands off.

Use an existing field and value from your workspace in place of the example key. Test a contact with that field missing as well as one with the expected value. Use email-domain rules for routing hints; verify support entitlements through trusted account information.

This recipe sends the matching path directly to humans. Keep Assign to AI on the other path so each request has one clear handler.

Notify a team about matching requestsCopy Anchor Link

Use this when a configured Slack destination should hear about a particular class of conversation.

1. Add a Condition for the information you actually have, such as Conversation Tags, Contact Tags, or Email Subject.
2. On Matches, add Send notification and select the intended Slack destination.
3. Write a short title and useful context. Use Insert field to include available conversation or contact information instead of copying a fixed customer's details.
4. Use Preview to check the content. Keep it useful for that destination and avoid unnecessary customer information.
5. In a conversation started workflow, continue the path with Assign to user or Assign to AI, according to who should respond, and configure the non-matching path too. A message-received workflow cannot assign; the agent's assignment settings decide.

A notification alerts the team in Slack. Add a separate assignment or customer-message step if your process needs one. Configure the Slack connection first if the destination list is empty.

With a message-received trigger, replies run the workflow too: test a second message and check whether it causes another notification. Decide whether that behavior fits your team's process before activating it broadly.

Follow up when the AI hands a conversation to your teamCopy Anchor Link

Use this when AI should answer first and the team should take over requests it cannot resolve.

1. Let the AI answer first: add Assign to AI in a conversation started workflow, or choose This AI agent answers under New conversations in the agent's assignment settings.
2. Under When a human is needed, choose the teammate or distribution pool that takes over. The handoff rule picks the owner; a workflow does not.
3. For extra follow-up, create an Email ownership changed or Widget ownership changed workflow. New ones start with filters for a handoff from the AI. Add Add internal note if the team needs a short explanation, or Send notification if a configured destination should hear about it.

Ownership changed workflows run after the change and cannot assign. Changes made by a workflow do not start them.

Review the handoff expectations too. Avoid adding a second customer-facing confirmation when the handoff already provides one.

Activate one recipe and check it end to endCopy Anchor Link

Save records the draft; Activate makes the saved version live. Only one workflow can be active for the same agent and event, so review any warning that another workflow will be paused.

Try the recipe with a dedicated test agent and test contact. After activation, send both a matching and non-matching example. For notifications, use a destination where the team expects the test message. See Save and activate for the testing steps.

In Run Logs, inspect the path, then open the conversation and confirm the priority, owner, note, or notification. Check a customer reply as well as the first message, and review the customer's outcome alongside the run status.

See Automate conversation handling for version history, pausing, and the available steps.