> ## Documentation Index
> Fetch the complete documentation index at: https://docs.risponse.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Workflows overview

> Learn how Risponse workflows chain triggers and actions to handle multi-step WhatsApp tasks, like opening a ticket and escalating if nobody replies.

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

> **Start with a plain sentence**
>
> Write the goal in one line. "When X happens, do Y." If you cannot say it simply, split it into two workflows.

> **Not every action fits every trigger**
>
> The actions you can pick depend on the trigger you chose. 

> **Test with a private chat**
>
> Run the workflow on a chat you control before you let it touch customers.

> [!WARNING]
>
> Some actions are permanent, such as deleting a message. Think carefully before you use them.

## Related

* [Workflow triggers](https://docs.risponse.com/workflows/triggers.md)
* [Workflow actions](https://docs.risponse.com/workflows/actions.md)
* [Automation rules overview](https://docs.risponse.com/automations/overview.md)


## Related topics

- [Workflow triggers](https://docs.risponse.com/workflows/triggers.md)
- [Workflow actions](https://docs.risponse.com/workflows/actions.md)
- [Google Sheets integration](https://docs.risponse.com/integrations/google-sheets.md)
- [Zapier integration](https://docs.risponse.com/integrations/zapier.md)
- [AI agent overview](https://docs.risponse.com/ai/agent/overview.md)


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