Start from a workflow template
The workflow template gallery: categories, what each of the 12 templates does, and how to finish "needs setup" steps before setting a template live.
The template gallery gives you a working workflow to adjust and set live, instead of building routing logic from scratch. This article lists the templates and what each one is for.
Open it from Admin > Settings > Workflows > New workflow > Create from template.
How templates work
A template is created as a Draft. Anything that depends on your own setup (a team, an SLA policy, a tag, an attribute) is marked Needs setup until you point it at your own options. Fix those steps, save, then click Set live.
Tip: Start from a Popular template even if your case seems specific. You can change every step afterwards.
Categories
Category | Use it for |
|---|---|
Popular | The templates most workspaces start with |
Customer facing | Guided Messenger conversations, such as a triage bot or a VIP lane |
Routing | Getting conversations to the right team |
SLA & priority | Applying and escalating around response-time commitments |
Housekeeping | Cleanup, such as closing idle conversations and follow-ups |
Templates
Template | What it does | Categories |
|---|---|---|
Front-door triage bot | Greets, triages and routes, with no teammate needed up front | Popular, Customer facing |
Route by issue type | Quinn classifies the conversation, the workflow routes it | Popular, Routing |
After-hours front door | Sets honest expectations and captures a way to reply when the team is away | Popular, Customer facing |
Rescue approaching breaches | Raises priority and pulls in the escalation team before an SLA slips | Popular, SLA & priority |
Handoff triage | When Quinn hands off, frustrated customers jump the queue and platform errors go to the right team | Popular |
AI-first support with honest escalation | Lets Quinn try first, checks satisfaction, and escalates honestly | Customer facing |
VIP concierge lane | Fast-tracks your best accounts (adjust the audience to your own plan attribute) | Customer facing, Routing |
Route by keywords | The no-AI option: branches on words in the first message | Routing |
Prioritize by AI urgency | Reacts when Quinn marks a conversation urgent | SLA & priority |
Auto-close idle conversations | Nudges after the customer goes quiet, then closes if the silence continues | Housekeeping |
Post-resolution follow-up | Sends a quiet satisfaction check once a conversation closes | Housekeeping |
Close the loop when a ticket ships | Tells the customer when the bug they reported is done | Housekeeping |
Engagement funnels
Customer-facing templates run a guided conversation with workflow blocks, so their reporting shows how many runs were sent, how many the customer engaged with, and how many completed. Use it to spot a flow that loses customers partway through.
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