Skip to main content
A workflow connects events to actions. When something happens in Risponse, the workflow checks it and then does the work for you.

​
How it works

  1. Trigger. An event starts the workflow, such as a new message or a closed ticket.
  2. Check. The workflow looks at the details. For example, does the message contain a certain word?
  3. Action. If the check passes, Risponse acts. It can run right away or after a wait.
Different outcomes can lead to different actions. This is what makes workflows more flexible than a single rule.

​
Example

A customer writes “my invoice is wrong”.
  1. The workflow creates a ticket.
  2. It waits one hour.
  3. It checks whether anyone replied.
  4. If yes, it closes the ticket. If no, it assigns the ticket to a manager and sends them an email.
Nobody had to watch the clock.

​
Why use workflows

  • Your team handles more chats without extra effort.
  • Customers get faster first replies.
  • Routine steps happen the same way every time.
  • You can react to events as they happen.

​
Before you build one

Write the goal in one line. “When X happens, do Y.” If you cannot say it simply, split it into two workflows.
The actions you can pick depend on the trigger you chose.
Run the workflow on a chat you control before you let it touch customers.
Some actions are permanent, such as deleting a message. Think carefully before you use them.