Workflow blocks

The blocks that build guided Messenger conversations in customer-facing workflows: messages, ticket forms, Let Quinn answer, buttons, data collection and ratings.

A customer-facing workflow can hold a guided conversation in Messenger: post a message, show buttons, collect details, or ask for a rating. This article describes the blocks those conversations are built from.

Block reference

Blocks fall into two groups. Send blocks post something and continue straight away. Collect blocks post a prompt and wait for the customer's answer.

Send blocks

Block	What it does in Messenger
Message	Posts a message and continues
Send ticket form	Shows your ticket form in the thread so the customer can file a ticket, then continues
Show expected reply time	Shows how long a reply typically takes, then continues
Let Quinn answer	Hands the turn to Quinn, then waits for Quinn to reply or hand off
Disable replies	Turns off the message box so the customer can't type, usually paired with buttons

Collect blocks

Block	What it does in Messenger
Reply buttons	Shows button options and waits for the customer to pick one
Collect data	Asks for a structured value (text, number, a choice, or a date) and stores it as a conversation attribute
Collect customer reply	Asks for a free-text reply and stores it as a conversation attribute
Ask for a rating	Requests a satisfaction (CSAT) rating and waits for the response

Note: Collect blocks only work in customer-facing workflows. A background workflow can't wait for the customer's reply.

Ratings over email

The rating block can also send the satisfaction request by email, with rating links the customer clicks straight from their inbox.

Note: Emailed rating links are signed and valid for 30 days. After that, the link no longer records a rating.

Abandoned conversations

If a customer starts a guided flow and never answers, workflows can close the conversation after a set time instead of leaving it open forever.

Note: This only applies to conversations the customer never engaged with. If they sent even one message, or left contact details you chose to capture, the conversation stays open for a teammate to review.