Reply and assign.
Send WhatsApp messages, approved templates, or email. Assign conversations to a teammate or share them out using round-robin.
Automations
Automate the next step.
Turn incoming enquiries and customer updates into replies, tasks, and follow-ups. Set the rules once, and let the workflow handle the routine steps.
EXAMPLE · PRICING ENQUIRYA pricing enquiry.
A pricing enquiry.
A clear next step.
- 01Spot the enquiry
A message mentioning “price” or “quote” starts the workflow.
- 02Ask for the details
“Which product do you need, and how many?”
Wait up to two hours for a reply.
- 03Give Sales the next step
Customer replies: Create a task to review their requirements.
No reply: Create a task to follow up.
Recipes you can build
Put your everyday tasks on autopilot.
From the first enquiry to the next follow-up, explore six workflows you can build for your team. Each recipe includes the steps, timing, and handover details.
Useful for retail, travel, clinics and service teams
Answer the first enquiry. Even after hours.
A new customer should know their message arrived and who will pick it up.
START WHEN
First Message from Contact · WhatsApp · select the connected account and inbox.
Explore the workflow steps
Check the time
Add Condition (If/Else): Time of day, in window 18:00–09:00, using your local timezone.
After hours → acknowledge
On Yes, add Send Message: “Thanks for getting in touch. We’re closed right now and will pick this up when we reopen at 9am.” Then add Wait: duration 1 minute, with business-hours resumption enabled and your opening window configured.
After hours → hand over
After the wait, add Human Handoff: “Reply to the new enquiry”, owner = your enquiry teammate, priority Normal, due in 1 hour. Include “Read the incoming message before replying.”
During opening hours → acknowledge and hand over
On No, send “Thanks for getting in touch. Our team will take a look and reply shortly.” Then create the same Human Handoff, due in 1 hour.
Finish with a person
The teammate answers the enquiry and completes the handoff from the work queue.
Setup, timing and checks
Before you build
- Choose the teammate who handles new enquiries and your local timezone.
- Set your real opening hours. The example below assumes daily opening, 9am–6pm.
Enrollment and finish
- Enrollment: Only once. This welcomes a contact’s first inbound message, not every enquiry.
- Do not set quiet hours that would skip the after-hours trigger.
- Use the business-hours wait to resume work; due times themselves are elapsed hours.
Test it
- Simulate once inside and once outside opening hours. Confirm only the correct branch runs.
- In a live test with your own WhatsApp contact, check the acknowledgement and the handoff owner and due time.
Build these recipes in the workflow builder. Choose your accounts, records and owners, then simulate and test before publishing. Downloads are step-by-step guides, not import files.
The workflow builder
Set up how the work gets done.
Choose what starts the workflow and what happens next. Set the timing, update records, and give follow-ups an owner.
STEP 03
Create a handoff
Tell a teammate what needs doing and when to take it forward.
- Task
- Arrange the handover
- Owner
- Maya Sharma
- Due in
- 4 hours
Illustrative workflow. Choose your own list, teammate, and deadline in the builder.
Choose who it applies to.
Use conditions to check customer details and give different cases their own path.
Reuse what works.
Start with a template, duplicate a workflow, or call a published workflow from another.
Connected customer work
Keep the next steps connected.
Send the reply, update the customer record, and move the deal along in one workflow.
Update customer details.
Add tags, move contacts into or out of lists, update records, and capture product interest.
Keep deals moving.
Create or update deals, choose an owner, and change stages. Required fields and stage rules still apply.
Connect your other tools.
Use webhooks to start a workflow from another system or send information to it.
Messages use connected accounts and follow the channel’s consent and sending requirements.
Timing and follow-up
Know when to wait. And when to stop.
Choose how long to wait, what happens next, and when the follow-up should end.
EXAMPLE · WAIT FOR A CUSTOMER REPLY
Example from the email follow-up recipe.
Set the timing.
Wait a few hours or days, or schedule a step before or after a renewal or expected close date. Resume during your business hours.
Control repeat runs.
Run the workflow once per customer or allow repeat visits. Set how long to wait before it starts again.
End the follow-up.
Stop when the customer replies, accepts a quote, or the deal’s outcome changes.
Quiet hours prevent new runs from starting during the times you choose.
AI assistance
Tell AI what you want to automate.
Describe the task your team repeats. Get a proposed workflow to check and turn into a draft.
YOUR REQUEST
“When a customer accepts a quote, give someone a task to arrange the handover.”
PROPOSED WORKFLOW
- When
- A quote is accepted
- Then
- Create a handover task
- You choose
- Who handles it and when it’s due
Put the task into words.
Explain what happens today and what you want the workflow to take care of.
Build on your setup.
Suggestions can use the lists, tags, stages, and email accounts already in your workspace.
See what needs another look.
Find overlapping audiences, conflicting updates, and repeated handoffs worth reviewing.
Illustrative proposal. AI assistance depends on workspace configuration. Your team checks, tests, and publishes the workflow.
Testing and human review
Make sure it works the way you expect.
Try the workflow, check the results, and review it before turning it on.
- 01Save the draft
- 02Simulate the steps
- 03Review and publish
- 04Turn it on
Test the different paths.
Check what happens when a customer replies or the wait ends. Simulate the steps first; live tests send real messages and make real changes.
Publish when it’s ready.
Edit and test a draft while the published version keeps running. Complete any required approval before publishing your changes.
Make the handover clear.
Give your teammate the context, priority, and deadline they need. They can pick up the work and mark it complete from the queue.
Run history
Keep track of every run.
See what completed, what failed, and what’s still waiting. Open a run to check the details.
Check each step.
See what completed and where the workflow paused. Review handoffs and download the run history when you need it.
Deal with failed runs.
Review a failure before retrying. Reschedule or cancel waiting work, pause a workflow, or set it to pause after repeated failures.
Return to an earlier version.
Review previous versions and restore the one you need.
Restoring a workflow version changes its configuration; it does not undo messages already sent or record changes already made.
FAQ
A few useful answers.
Triggers include incoming messages and emails, keywords, new contacts, list and tag changes, website form submissions, deal changes, and quote acceptance or rejection. You can also use a daily schedule, a manual command, or an incoming webhook.
Built-in templates give you an initial set of steps. The recipes on this page are downloadable build guides with message copy, timing, handoffs, and checks. Follow a guide in the builder, choose your own accounts and owners, and test the workflow before publishing. Recipe downloads are not import files.
Yes. Actions include WhatsApp messages, WhatsApp templates, and email from connected shared accounts. Sending still follows the channel’s consent and provider requirements. Use an approved WhatsApp template when a free-form message is not available.
Yes. Write plain-text or HTML emails, personalise the subject and body with customer fields, and add attachments. Optional tracking records available open and click signals. Select the email’s purpose; relationship follow-ups need prior inbound email, and marketing emails need recorded opt-in.
Yes. Use supported contact, company, and event fields in messages and action settings. Conditions can check customer information before choosing a branch.
Yes. Use a reply exit rule when the journey should end, or an event wait when a reply should continue down a separate path. Leave the reply exit rule off when you need that branch to run. The email action’s stop-if-replied option can also skip a reminder; it does not end the remaining workflow steps.
A dry-run simulation previews the steps without performing the live actions. A live test executes real actions using your selected test context, including messages and record changes. The builder labels these modes separately.
Live execution uses the published version. Save and test your changes, complete any required approval, then publish the version you want to use.
When Automation Intelligence is enabled, describe the trigger and outcome you want. AI proposes a draft using supported actions and available workspace references. Review the proposal and its assumptions before creating, testing, and publishing the workflow.
Yes. Duplicate an existing automation or call a published reusable workflow from another workflow. Incoming and outgoing webhooks connect supported events and actions with other systems.
Try automations
Spend less time on the same tasks.
Set up the replies, reminders, and handoffs your team handles every day. Start with one workflow.
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