Build a workflow

Create and set live a workflow that automates routing, SLAs and housekeeping on conversations and tickets, with every trigger and action listed.

Workflows watch for events on conversations and tickets, then run conditions and actions automatically, with no teammate needed. This article explains how a workflow is built and lists every trigger and action.

Find them at Admin > Settings > Workflows, in the AI & Automation section.

Note: Workflows appear when the support inbox is on (the Support module in Admin > Settings > General). On Quackback Cloud, workflows are included from the Business plan.

Create a workflow

Go to Admin > Settings > Workflows and click New workflow.
Choose Create from template or Create from scratch. Templates are the fastest start (see Start from a workflow template).
Pick a trigger, then add steps.
Click Save. A new workflow is a Draft and does not run.
Click Set live when you're ready. Use Pause to stop a live workflow without deleting it.

Each workflow is either Customer-facing (it can hold a guided conversation in Messenger and wait for the customer's reply) or Background (it acts behind the scenes and never waits for a reply).

How a workflow is built

A workflow starts with a trigger, then runs through steps:

Conditions decide whether the run continues.
Branches split the run into named paths.
Waits pause the run, for up to 90 days, before continuing.
Actions change the conversation or ticket.
Blocks post messages and collect answers in Messenger (customer-facing workflows only). See Workflow blocks.

Live workflows run in the order shown on the Workflows page. For customer-facing workflows the first match wins, and drafts never run.

Triggers

Trigger	Runs when
New conversation	A new conversation starts
Message received	A customer or teammate sends a message
Status changed	A conversation's status changes
Assigned to team or agent	A conversation is assigned or unassigned, including auto-routing
Priority changed	A conversation's priority changes
Attribute changed	A conversation attribute is set or changed by AI or a teammate
CSAT rating submitted	A customer submits a satisfaction rating
Internal note added	A teammate adds an internal note
AI agent handed off to a human	Quinn hands a conversation to your team
AI agent resolved the conversation	Quinn settles a conversation without a handoff
Customer stopped responding	The customer has been silent for a set time after the last reply
Teammate hasn't responded	No teammate has replied for a set time after the customer's last message
SLA approaching breach	An SLA deadline is close
SLA breached	An SLA deadline has passed
Ticket created	A new ticket is created
Ticket status changed	A ticket's status changes

Note: The two "not responding" triggers never fire on a closed or snoozed conversation. The ticket triggers only fire when the ticket is linked to a customer conversation.

Actions

Action	What it does
Assign to teammate	Assigns the conversation or ticket to a teammate
Assign to team	Assigns it to a team
Add tag	Adds a tag
Remove tag	Removes a tag
Set priority	Changes the priority
Snooze	Snoozes the conversation for a set time
Close conversation	Closes the conversation
Reopen conversation	Reopens a closed conversation
Apply SLA policy	Applies an SLA policy
Set attribute	Sets a conversation attribute
Add internal note	Adds an internal note
Set ticket status	Changes the linked ticket's status
Convert to ticket	Converts the conversation into a ticket
Send webhook	Sends the event to an HTTPS URL

Note: Send webhook only accepts HTTPS URLs. See Webhooks for the payload format and signature verification.

Preview, versions and manual runs

Preview runs the workflow against a real conversation without changing anything. Conditions and branches are evaluated against that conversation's data, but no message is sent and no action runs.
Version history keeps every save, up to 50 versions per workflow. Open it to restore an earlier version.
Manual runs: from a conversation, use Run a workflow in the composer to run a workflow once against that conversation. A manual run skips the trigger's targeting checks (audience, channel, send window and frequency caps), but every condition and branch inside the workflow still applies.