Chatbot
Team workflows on the same desk as chat and help
Save a greeting for new conversation, live chat or email, inside or outside hours, a keyword in the first message, a visitor reply, resolve, reopen, or unassigned. Publish it. Matching events send that message, assign an owner, and add a tag. Routing still runs first. Team workflows on the same desk as chat and help.
- 1Starter chips on the widget
- 2URL teasers
- 3A live workflow greets
- 4A person replies
- 5Cove Agent draft
Triggers that persist
Publish a workflow under Workflows. It is saved. The next matching event can reply, assign, tag, wait, or branch. Routing still runs first. There is no calendar cron trigger — a Wait step resumes when /api/cron/workflows drains due runs (once a day) or when someone opens the desk.
| Trigger | Id | What fires |
|---|---|---|
| New conversation | first_message | Visitor starts a thread. |
| Visitor reply | message_received | A later message on an open thread. |
| Inside / outside hours | business_hours / after_hours | Uses Settings → Hours. Not the visitor’s clock. |
| Channel is live chat | widget_open | Widget only. |
| Channel is email | channel_email | After Email is connected. |
| Keyword | keyword_match | First message contains your keyword. The reply is the text you wrote — the keyword is not echoed. |
| Resolved / reopened | conversation_resolved / conversation_reopened | State change on the thread. |
| Unassigned | unassigned | No owner yet. |
Steps: reply, assign, tag, wait (5 seconds to 1 day), branch on channel, hours, assignment, keyword, or tag. Cap 20 steps. Help: Live workflows.
What to use instead of a giant bot builder
Routing assigns. A workflow greets. Chips and teasers live in Widget. Plus drafts from articles. A person still owns the thread.
Starter chips
Home headline, welcome, and chips are fields in Widget. They greet. They do not resolve.
URL teasers
URL contains a string, wait, show a bubble. Starter chips sit on the home pane.
Routing
Assign a person on inbound by VIP, hours, or a People segment. Routing still runs first.
Articles
Draft from published pages. A person still sends.
FAQ
Frequently asked questions
Publish a workflow. It greets on the next matching event. Cron drains waits.
Yes. Open Workflows, write the message, and publish live. Use starter chips and URL teasers in Widget studio as well.
Starter messages, routing, workflows, and help articles a teammate can draft from.
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