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What is respond.io?
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Inbox Overview
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Broadcasts Module
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Workflows Overview
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Workflow Steps Overview
Step: AI Agent
Step: Send a Message
Step: Ask a Question
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Step: Branch
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
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Step: Wait
Step: Trigger Another Workflow
Step: HTTP Request
Step: Add Google Sheets Row
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Capture Conversations
How to Streamline Meeting Scheduling via CTC Ads
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Automate Conversations
How to Maximize Customer Service Potential with AI Agent
How to Automate Contact Information Collection with AI
How to Automatically Qualify Contacts Based on Budget Using AI Agent
How to Block Contacts and Manage Spam
How to Create Automated Welcome and Away Messages
How to Create Automated Chat Menus
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How to Route New and Returning Contacts
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How to Enrich Customer Data from a CRM or other Business Software
Assignment Strategy: How to Automate Contact Distribution & Load Balancing
Assignment Strategy: How to Unassign Agents after Conversations Closed
How to Collect Contacts’ Emails and Phone Numbers
How to Get Contacts’ Consent for Personal Data Collection
How to Route VIP Contacts
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How to Guide Customers from Exploration to Purchase with Engaging Menus
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How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
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How to Get a Complete View of the Customers
How to Simplify Customer Escalation with Automation
How to Transfer Contacts to the Next Shift Automatically
How to Optimize Agents’ Productivity in the Inbox Module
How to Write an Optimal AI Persona (Best Practices)
How to Write the Best Knowledge Sources for AI Agents
How to Align AI Conversations with Your Brand Voice
How to Draft Customer Replies with AI
How to Convert Image to Text Using AI
How to Automate Calculations Using AI
Reporting and Analytics
Broadcasts Use Cases
How to Send a Simple Broadcast
How to Start a Workflow Based on Broadcast Response
How to Import to Broadcast via WhatsApp
How to Troubleshoot a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
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Table of Contents
- Home
- Product
- Workflows
- Workflow Steps Overview
Workflow Steps Overview
Updated
by Joshua Lim
Getting Started
To begin building your Workflow and defining its next Steps, you first need to set up a Trigger. Once the Trigger is configured, you can proceed with adding and configuring the necessary Steps.
Here are the various actions you can perform with Workflow Steps:
Add a Step
To add a new action within the Workflow, add a Step by clicking on the + node to select the desired action from the list.
![](https://files.helpdocs.io/9e3syfbzn8/articles/gxzd1htqke/1690811569535/image.png)
Configure a Step
To configure a Step, click on a step to access the configuration drawer on the right and customize its settings according to your preferences. Depending on the specific Step, you can add various configurations and other advanced settings.
Edit a Step Name
To edit the Step name, click the Edit icon and input the desired name for this Step. Then, click the green tick icon to confirm the changes.
![gif showing how to edit a workflow step name](https://files.helpdocs.io/9e3syfbzn8/articles/gxzd1htqke/1664096327220/workflow-steps-1.gif)
Duplicate a Step
To copy a Step in the Workflow, hover over the Step and click the Copy icon that appears on the top right.
![screenshot showing how to copy a step](https://files.helpdocs.io/9e3syfbzn8/articles/gxzd1htqke/1665715939176/copy-ste.png)
To paste a copied Step in the Workflow, click on the + node you want to paste the Step in and select Paste Step (with the copied step name) in the Add Step menu.
![screenshot showing how to paste a step](https://files.helpdocs.io/9e3syfbzn8/articles/gxzd1htqke/1665716018275/paste-ste.png)
Move a Step
Click and hold the Step and drag it to the desired position to move a Workflow Step. When moving a parent Step with child Steps attached beneath it, all the child Steps will be moved together with the parent Step.
Delete a Step
To remove a Step from a Workflow, hover over the Step and click the Delete icon that appears on the top right.
![screenshot showing how to delete a workflow step](https://files.helpdocs.io/9e3syfbzn8/articles/gxzd1htqke/1665716264962/delete-ste.png)
If you delete a Step with branches (e.g. Branch, Send a Message), all the subsequent Steps will also be deleted. A dialog box will appear to confirm this action.
![gif showing the delete step dialog box](https://files.helpdocs.io/9e3syfbzn8/articles/gxzd1htqke/1665716366771/delete-step.gif)
List of Steps
Below is a list of available steps in the Workflows module. You can click on each step to learn more about its functions.
Step | Description |
Automate Conversations using AI Agent. | |
Send a customized message with specific content to the Contact.Ask a Question | |
Prompt the Contact with a specified question on the Last Interacted Channel. | |
Assign the Contact to a specific user, a user in a team, a user in a workspace, or unassign it.Branch | |
Create Workflow Branches based on conditions to direct the flow of the Workflow. | |
Add or remove one or multiple Contact Tags associated with the Contact. | |
Modify the values of Contact Fields for the Contact. | |
Open a Conversation with the Contact. | |
Close the active Conversation with optional closing notes. | |
Add an internal comment about the Contact or conversation. | |
Redirect the Workflow to a different Step in the journey. | |
Wait | Pause the Workflow for a specified period of time before advancing. |
Allows a Contact to continue in another Workflow from a particular Step or the beginning of a chosen Workflow. | |
Create Workflow Branches based on date or time conditions. | |
Send an HTTP request to another application for integration purposes. | |
Add information from the Workflow to a Google Sheet. |
Feeling stuck? Do not fear.
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Workflow Triggers
Step: AI Agent
Related Articles
Workflows Overview
Learn how to view, set up and manage Workflows automation.
Step: Trigger Another Workflow
Learn about the configuration, best practices and use cases for implementing the Trigger Another Workflow Step.
Step: Add Google Sheets Row
Learn about the configuration, best practices and use cases for implementing the Add Google Sheets Row Step.