PrativaniWhat workflows do
How workflows greet, ask, route and tag conversations automatically, and how they choose which one runs.
A workflow is a set of steps that runs by itself when something happens: a message arrives, a visitor opens a page, a call comes in. It can greet the customer, ask questions, hand over to an AI agent or a team, add tags, or call your own systems.
Before you start
Default workflows
Section titled “Default workflows”Every channel has a default workflow, named such as “Default — WhatsApp”. It answers the first message on that channel: an after-hours reply when you’re closed, then your AI agent if one is live, then your team. On phone, it’s the default call flow.
You can open a default workflow and change its steps on every plan. You can’t pause or delete it, because it’s the channel’s catch-all: it runs whenever no other workflow does.
Your own workflows
Section titled “Your own workflows”On plans with the workflow editor, you can create your own: from scratch, from a template, or by copying one. See Create a workflow.
Each workflow belongs to one channel, or to Any channel for rules that only tag, prioritise, route or alert.
What starts a workflow
Section titled “What starts a workflow”| Trigger | When it runs | Channels |
|---|---|---|
| Message received | A customer sends a message, or only their first one. | All chat |
| Page visit | A visitor opens a page matching an address you set. | Web |
| Scroll depth | A visitor scrolls down a page by 25–100%. | Web |
| Exit intent | A visitor moves to leave the page. | Web |
| Returning visitor | A visitor comes back after earlier visits. | Web |
| Attribute changed | A value saved on the contact changes. | Web |
| Custom event | Your website sends an event you name. | Web |
| Tag added | A tag is added to the conversation. | All |
| Conversation idle | A conversation has been quiet for a time you set. | All |
| Business hours change | Your office opens or closes. | Any channel |
| When a call comes in | Someone calls one of your numbers. | Phone |
Which workflow runs
Section titled “Which workflow runs”When several workflows match, the one highest on the list runs. Click Reorder on a channel’s tab to change the order. The default always comes last.
A conversation runs one customer-facing workflow at a time. A workflow set to run in the background never messages the customer, so it can run alongside.
To see what ran on a conversation, and why others didn’t, see Check why a workflow did or didn’t run.