Live workflows

Open Workflows. Write steps. Publish. The next matching event runs them. This is not a preview canvas.

Triggers that persist

Trigger	What fires
New conversation	Visitor starts a thread
Visitor reply	A later message on an open thread
Inside / outside hours	Settings → Hours. Not the visitor’s clock
Channel is live chat	Widget only
Channel is email	After Email is connected
Keyword	First message contains your keyword. The reply is the text you wrote
Resolved / reopened	State change
Unassigned	No owner yet

There is no calendar cron trigger. A Wait step (5 seconds to 1 day) resumes when /api/cron/workflows drains due runs (once a day) or when someone opens the desk. Desk boot also drains a small batch.

Steps

Reply, assign, tag, wait, or branch (channel, hours, assignment, keyword, tag). Cap 20 steps. Routing still runs first — a workflow greets after an owner is chosen.

Keyword match uses your keyword only for matching. It is not echoed into the reply.

Marketing: Workflows. Routing: Inbound routing.