Build, test, and activate a workflow

Prerequisites

Use workflow access allowed by your role and plan. Prepare dependencies such as an approved WhatsApp template, an integration webhook, or an enabled AI tool. Test runs may execute real actions; use controlled recipients and records.

Build

1. Open Automation → Workflows and create a workflow.
2. Give it a recognizable name and choose a trigger. The builder offers webhook event, conversation closed, first message, window closing, and customer inactivity. Scheduled is marked coming soon; do not rely on it for production scheduling.
3. Fill the trigger-specific fields. For a webhook trigger select the intended webhook and event. Capture or inspect a sample trigger payload before mapping values.
4. Add conditions using actual payload field paths, operators, and values. Test a matching case and a nonmatching case.
5. Add steps in order: Send Template Message, Send Free Message, Notify Admin, Trigger Outbound Webhook, Execute AI Tool, or Wait / Delay.
6. Configure each step's required fields. Use the variable picker and captured payload rather than guessing a field path. Free WhatsApp text remains subject to the messaging window; an automation does not bypass it.
7. Save before choosing Test Run. Inspect the run's steps and verify the customer or external-system outcome.
8. Choose Activate only after successful tests. Recheck the active state after saving edits.

Expected result

A matching trigger starts the intended steps with correct recipients and variables. A nonmatching condition does not send the customer notification.

Diagnose a run

Open workflow run history and inspect status, trigger payload, completed steps, per-step success/error, and timestamps. Correct the failing dependency before retesting. Check whether earlier steps already sent a message or changed data to avoid duplicate effects.

Next step

Use workflow templates for starting recipes and confirmation automation for an end-to-end example.