Automation Workflow Details
1. What Is an Automation Workflow?
An automation workflow performs predefined operations based on conditions such as visitor behavior or an agent's reply status. It can send welcome messages, identify visitor intent, assign agents, send timeout reminders, or end conversations.
Automation reduces repetitive agent work, improves service efficiency, and helps visitors receive timely responses.
For example:
- Send a welcome message when a new visitor opens the chat page.
- Send a relevant reply based on the visitor's inquiry.
- Send a reminder when an agent has not replied for a long time.
- End a conversation when the visitor has not replied for a long time.
In short: when a specified event occurs and the configured conditions are met, the system automatically performs the corresponding actions.
2. What Does an Automation Workflow Contain?
An automation workflow consists of three main parts:
Trigger → Condition → Action
1. Trigger: When Does the Workflow Start?
A trigger determines when the workflow starts, such as when a new visitor opens the chat page, a visitor sends a message, or an agent fails to reply within the configured time.
2. Condition: When Should the Workflow Continue?
A condition checks whether the visitor or current situation meets specific requirements. For example, send an English welcome message only to English-speaking visitors or run a workflow only outside business hours.
Conditions are optional. If no additional checks are required, you can omit them.
3. Action: What Happens After the Trigger?
An action defines what the system automatically does, such as sending a message, assigning an agent, waiting for a period of time, or ending a conversation.
A workflow can contain multiple actions arranged to meet your business requirements.
Example:
Trigger: A new visitor opens the chat page
Condition: The visitor's language is English
Action: Send an English welcome message
Result: When a new English-speaking visitor opens the chat page, the system automatically sends an English welcome message.
3. How Do I Create an Automation Workflow?
Step 1: Create a Workflow
- Sign in to the MultiChat Admin.
- Go to Automation Workflows.
- Click Create Workflow.
- Select the channel type you want to use.
- Select a template or create a workflow.
Configure an appropriate automation workflow for each channel based on your business needs.
Step 2: Add a Trigger
Click Add Trigger and select the event that should start the workflow.
For example, to send a welcome message when a visitor opens the chat page, select New Visitor.
Step 3: Add a Condition (Optional)
Add conditions when the workflow should run only in specific situations, such as:
- The visitor's language is English.
- The visitor is from a specified country or region.
- The current time is within a specified period.
Skip this step if no special restrictions are needed.
Step 4: Add Actions
Click Add Node and select the required action.
For example:
- Add Send Message and enter a welcome message.
- Add Assign Agent and select the receiving agent.
- Add other actions as needed.
Step 5: Save and Bind a Channel
- Click Save in the upper-right corner.
- Enter a recognizable workflow name.
- Click Configure and select the channels that should use this workflow.
- Click Confirm to finish.
Note: After creating a workflow, you must bind it to the appropriate channel. Otherwise, the channel cannot use it.
Step 6: Test the Workflow
After configuration, open the chat page for a bound channel and simulate visitor actions.
- Open the chat page as a new visitor.
- Check whether the welcome message is sent automatically.
- Send a test message.
- Confirm that the workflow runs as configured.
Once the workflow works correctly, you can put it into use.
4. Trigger Details
Triggers determine when automation workflows start. MultiChat supports the following six triggers.
1. New Visitor
Purpose: Starts the workflow when a new visitor opens the chat page and meets the trigger requirements.
Use cases:
- Send a welcome message automatically.
- Introduce services to new visitors.
- Guide visitors to select an inquiry type.
Example:
Trigger: New Visitor
Action: Send Message
Message: Hello, welcome! How can we help you?
Result: The system automatically sends a welcome message after a new visitor opens the chat page, so an agent does not need to send it manually.
2. Returning Visitor
Purpose: Starts the workflow when a previous visitor returns to the chat page and meets the trigger requirements.
Use cases:
- Send a welcome-back message to returning customers.
- Let customers know they can continue their inquiry.
- Provide a different service workflow for existing customers.
Example:
Trigger: Returning Visitor
Action: Send Message
Message: Welcome back! If you have any other questions, please feel free to continue the conversation.
Result: The system automatically sends the configured message when a returning visitor opens the chat page again.
3. Visitor Sends a Message
Purpose: Starts the workflow when a visitor sends a message.
Use cases:
- Reply automatically after a visitor sends a message.
- Send inquiry instructions automatically.
- Start a subsequent service workflow based on a visitor message.
Example:
Trigger: Visitor Sends a Message
Action: Send Message
Message: Hello, we have received your message. An agent will assist you as soon as possible.
Result: The system automatically replies after the visitor sends a message.
Note: To avoid sending the same reply every time a visitor sends a message, configure the available trigger limits or other restrictions.
4. Visitor Intent Recognition
Purpose: Starts a corresponding workflow based on the intent expressed by the visitor, such as pricing, top-up, refund, or account inquiries.
Use cases:
- Send instructions that match the inquiry.
- Assign different business issues to the appropriate agents.
- Reduce repetitive answers to common questions.
Example:
Trigger: Visitor Intent Recognition
Target intent: Top-up issue
Action: Send Message
Message: Hello. Has your top-up not arrived, or would you like to learn about available top-up methods?
Result: When the system recognizes that a visitor is asking about a top-up issue, it automatically sends the corresponding guidance.
Note: Intent recognition can be inaccurate. Keep a human-agent step for important account or financial issues.
5. Agent Reply Timeout
Purpose: Starts the workflow when an agent does not reply within the configured time.
Use cases:
- Reassure visitors automatically while agents are busy.
- Reduce poor experiences caused by long waits.
- Let visitors know an agent is handling the inquiry.
Example:
Trigger: Agent Reply Timeout
Timeout: 5 minutes
Action: Send Message
Message: Hello. We are currently handling a high volume of inquiries. Please wait a moment, and we will assist you as soon as possible.
Result: If an agent has not replied for more than five minutes, the system automatically sends a reminder.
Note: An automated message does not mean that the agent has completed the reply and cannot replace manual handling.
6. Visitor Reply Timeout
Purpose: Starts the workflow when a visitor does not continue replying within the configured time.
Use cases:
- Ask whether the visitor still needs help.
- Automatically clear conversations with no response for a long time.
- Release agent capacity.
Example:
Trigger: Visitor Reply Timeout
Timeout: 10 minutes
Action 1: Send Message
Message: Hello, do you need any further assistance?
Action 2: Delay for 2 minutes
Action 3: End Conversation
Result: The system sends a reminder, waits for the configured period, and then ends the conversation.
Set reasonable waiting times so that active inquiries are not ended too early.
5. Condition Details
Conditions control where and when a workflow runs. For example, when a new visitor opens the chat page, you can perform different actions based on language, country, or visit time.
The following three conditions are currently supported.
1. Visitor Language
Purpose: Determines whether a workflow runs based on the visitor's language.
Use cases:
- Send Chinese welcome messages to Chinese-speaking visitors.
- Send English welcome messages to English-speaking visitors.
- Route visitors who use different languages through different service workflows.
Example:
Trigger: New Visitor
Condition: Visitor language is English
Action: Send an English welcome message
Message: Hello! Welcome to our customer support. How can we help you?
Result: Only visitors who meet the English-language condition run this workflow.
2. Country or Region
Purpose: Determines whether a workflow runs based on the visitor's country or region.
Use cases:
- Send appropriate service information to visitors from different countries.
- Assign different agents based on country or region.
- Provide dedicated service workflows for different regions.
Example:
Trigger: New Visitor
Condition: Country or region is India
Action: Send Message
Message: Hello, welcome to support for the India region. How can we help you?
Result: Visitors who meet the specified country or region condition run this workflow.
Note: A visitor's country or region may be affected by their network environment or the identification method, so it may not always be completely accurate.
3. Execution Period
Purpose: Limits the automation workflow to a specified time range.
Use cases:
- Send the standard welcome message during business hours.
- Send an offline notice outside business hours.
- Configure service rules for different opening hours.
Example:
Trigger: New Visitor
Condition: Execution period is 18:00 to 09:00 the next day
Action: Send Message
Message: Hello. We are currently outside business hours. You can leave a message, and we will reply as soon as possible during business hours.
Result: The system automatically sends the out-of-hours notice when a visitor opens the chat page during the specified period.
Note: Configure periods that cross midnight according to the options supported by the system, and confirm that the correct time zone is being used.
6. Action Details
Actions define what the system does after a workflow starts. The following five actions are currently supported.
1. Send Message
Purpose: Automatically sends a plain-text message to the visitor.
Use cases: Welcome messages, agent-busy reminders, answers to frequently asked questions, and end-of-service notices.
Example: Hello, welcome! Please describe the problem you are experiencing, and we will assist you as soon as possible.
Select the Send Message node and enter the content you want to send.
2. Send a Rich-text Message
Purpose: Automatically sends a message containing multiple content formats so visitors can understand the information more clearly.
Use cases: Product introductions, operating instructions, service information with images or links, and important notices.
The available content types depend on the features supported by the rich-text editor.
Example: Send a message containing a product introduction and a help-document link to guide the visitor to detailed information.
3. Assign Agent
Purpose: Assigns a visitor conversation to a specified agent or receiving party based on the workflow configuration.
Use cases: Assign pre-sales issues to pre-sales agents, after-sales issues to after-sales agents, or visitors from different languages or regions to the appropriate agents.
Example:
Trigger: Visitor Intent Recognition
Target intent: After-sales issue
Action: Assign Agent
Receiving party: After-sales agent
Result: When a visitor asks an after-sales question, the system performs the configured agent assignment.
Note: Actual assignment can also be affected by agent online status, capacity limits, and system assignment rules.
4. Delay
Purpose: Makes the workflow wait for a specified time before continuing with later actions.
Use cases: Wait for a visitor reply after a reminder, delay the next message, or leave a waiting period before ending a conversation.
Example:
Action 1: Send “Hello, do you need any further assistance?”
Action 2: Delay for 2 minutes
Action 3: End Conversation
Result: The system sends the reminder, waits for two minutes, and then ends the conversation.
Note: A delay controls only the workflow execution time. Whether a visitor message during the waiting period cancels later actions depends on the workflow's interruption and reevaluation rules. Configure or test these rules to avoid ending a conversation incorrectly.
5. End Conversation
Purpose: Automatically ends the current conversation.
Use cases: The visitor has not replied for a long time, service has finished, or an automatic closing workflow combines a reminder and delay.
Example: Visitor Reply Timeout → Send ending reminder → Delay → End Conversation.
Result: The system automatically ends conversations that meet the configured conditions, reducing manual agent work.
Note: Set a reasonable waiting time before ending a conversation so visitors are not disconnected while still seeking help.
7. Automation Workflow Notes
1. Remember to Bind a Channel
After creating and saving an automation workflow, bind it to the appropriate channel before it can be used there. If the workflow does not run, first check whether it is bound to the correct channel.
2. Avoid Duplicate Messages
If multiple workflows use the same or similar triggers, the system may send duplicate messages. Configure trigger conditions carefully and test workflows before production use.
3. Set Reasonable Timeout Durations
Do not make agent or visitor timeout periods too short. Otherwise, automated messages may be sent frequently or conversations may end during normal service.
4. Automated Messages Are Not Human Replies
Welcome messages, timeout reminders, and other automated messages are sent by the system. They do not replace an agent handling the visitor's issue.
5. Retest After Editing a Workflow
After changing triggers, conditions, actions, or bound channels, test the workflow again to confirm it still runs as expected.
8. Frequently Asked Questions
1. Why Doesn't a New Workflow Take Effect?
Check that the workflow is saved, bound to the correct channel, its trigger matches the visitor's action, its conditions are met, and no other workflow or conversation rule is affecting execution.
2. Why Wasn't the Welcome Message Sent?
Confirm that the visitor meets the New Visitor or Returning Visitor trigger requirements and that the welcome-message workflow is bound to the current chat channel. Use a new visitor identity when testing.
3. Why Are Automated Messages Sent More Than Once?
Multiple workflows may meet their trigger conditions at the same time, or the visitor may have triggered the same event more than once. Review the relevant triggers and conditions to avoid unnecessary duplicate execution.
4. Why Didn't the Agent Receive the Assigned Conversation?
Check whether the agent is online, has reached their capacity limit, and whether the assignment target and system conversation-assignment rules are configured correctly.
5. Can One Automation Workflow Use Multiple Actions?
Yes. You can configure multiple actions in one workflow, such as Send reminder → Delay → End conversation. The system performs the actions according to the workflow configuration.
9. Summary
The core of an automation workflow is:
The trigger determines when to run, the condition determines whether to run, and the action determines what to do.
Combine different triggers, conditions, and actions to implement automatic welcomes, intelligent guidance, timeout reminders, agent assignment, automatic conversation closing, and other functions.
When using automation for the first time, start with a simple welcome-message workflow. After confirming that it works correctly, gradually configure other automation features.