Workflow builder basics

Overview

A workflow is the conversation script your chat widget follows. It's made of nodes (steps such as a greeting, a question, or an AI chat) joined by connections that decide what happens next. You build workflows visually on a canvas. No coding is needed.

Open the builder from Chat → Workflows. The page shows:

Select Workflow: a dropdown for switching between your workflows. Each one is marked Active or Inactive.
New Workflow: starts a new workflow.
Workflow Canvas: where you arrange and connect nodes. It has buttons to edit or delete the workflow and to zoom in, zoom out, or reset the zoom.
Node Palette: the list of node types you can add.
Save, Test, and JSON buttons in the page header.

Steps

Create a workflow

Go to Chat → Workflows.
Click New Workflow. If you don't have any workflows yet, click Create Your First Workflow instead.
In the Create new workflow window, enter a Workflow Name and, if you like, a Description.
Click Create. The new workflow opens on the canvas.

Add and configure nodes

In the Node Palette, click a node type (for example Message or Question) to add it to the canvas.
Drag the node wherever you want it on the canvas.
Click the node, or its edit icon, to open the configuration panel.
Fill in the Node Name, Title (Optional), and Message. Some node types have extra sections, such as Options for a Question node or AI Configuration for an AI Chat node.
Click Save in the panel. To remove the node, click Delete.

Connect nodes

Each node has a small connection point on its left side and another on its right side.
Drag from the right-hand point of one node to the left-hand point of the node that should come next.
A message confirms the connection was added. Click Save in the page header to keep it.
To remove a connection, click the line to select it, then press Delete on your keyboard.

Choose the start node

Open the node the conversation should begin with.
Under Advanced Settings, check Set as Start Node.
Click Save.

Save and check your workflow

Click Save in the page header to save the layout and all connections.
Click Test to check the workflow. The test confirms that there's a start node and flags nodes that aren't connected to anything. Fix any problems it reports and save again.

Go to Chat → Configurations and click Edit on a widget configuration.
In the Workflow section, choose your workflow.
Click Update Configuration.

Call a workflow from an AI agent

You can also attach a supported workflow to an AI agent, so the agent offers it during an AI conversation. The visitor must confirm before it starts. In a called workflow, End Conversation returns to the agent instead of ending the outer chat. Save the attachment and publish the agent after changing the workflow. See Let an AI agent offer a workflow.

Review visitor text in other languages

Save your English node text. Visitor text is translated automatically into each visitor's language when first needed. To review it, open the Translations panel in the node editor, choose a language in Translate to:, then generate, edit and approve the workflow's display fields. Review messages, titles, option labels and form hints where available. Save draft saves edits; Approve is a separate step. Missing or outdated translations are translated again automatically; if that isn't possible, English is used. Translated labels keep the same routing and submitted field values. See Chat languages and translations.

Tips

Use clear node names such as "Welcome" or "Ask for email". They make large workflows much easier to follow, and they're also used when you import a workflow file.
Personalize messages with the Response Tags buttons below the Title and Message fields, for example to include the visitor's name.
On a Question node, + Create Complete Flow creates one follow-up node for each option and connects them all for you.
To rename a workflow or change its description, click the pencil (Edit Workflow) icon above the canvas.
Deleting a workflow is permanent. The Delete Workflow window lists the chat configurations and widgets that use it, and you must type the workflow's name to confirm.
Your plan limits how many workflows you can have. If you reach the limit, you'll see a Workflow Limit Exceeded message.
To try the workflow the way a visitor would, use Insights → Chat test.