Learn how to build workflows that automatically assign conversations, send replies, update tickets, and trigger actions based on customer behavior or message content.
Workflows in TanyaDiSini automate repetitive tasks so your team can focus on what matters most — helping customers. Create workflows using a visual builder without any coding required.
Go to Settings > Workflows and click "Create Workflow". Give your workflow a name and description, then choose a trigger — the event that starts the workflow.
Available triggers include: new conversation, message received, conversation assigned, ticket created, visitor activity (e.g., visited pricing page), and time-based triggers (e.g., conversation idle for 30 minutes).
After selecting a trigger, add one or more actions. Actions include: assign to agent, send auto-reply, add tag, update ticket status, send notification, and run webhook. You can chain multiple actions and add conditions to create branching logic.
Test your workflow before activating it. Use the "Test" button to simulate the trigger event and verify that actions execute correctly. Once satisfied, toggle the workflow to "Active" to start running it on real events.