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Actions are the jobs a workflow performs. You can add more than one to the same workflow, and you can delay each.

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Messages

  • Send a message to a chat or group. You can attach media.
  • Forward a message to another chat.
  • Delete a message. This cannot be undone.

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Flags

  • Flag a message so the team notices it.
  • Unflag a message once it is handled.

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Tickets

  • Create a ticket with a priority, labels, and an owner.
  • Assign a ticket to one or more people, optionally in turn.
  • Close a ticket, with an optional note.
  • Add a label to a ticket.

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Chats

  • Add a label to a chat.
  • Assign a chat to a team member, optionally in turn.

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Email

  • Send an email to an address you choose, with your own subject and text.

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Example

A VIP customer writes. The workflow:
  1. Adds the label “VIP” to the chat.
  2. Assigns the chat to the account manager.
  3. Sends the manager an email.

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Things to know

The list depends on your trigger. A ticket trigger shows ticket actions, for example.
Yes. Add a delay to give your team time first.
Some actions, like deleting a message, need the right access. See team access and roles.
Deleting a message is permanent. Use it only when you are sure.
Keep each workflow short. Three or four actions are easy to understand and fix.